Having issues with Xero Sync? Here are some common problems and how to fix them.
Common errors
Export into Xero not working
Xero Sync may encounter errors that stop your exports from functioning.
In the event that your exports stop functioning, we recommend disconnecting and reconnecting Xero Sync from your Xero organization.
Disconnect and reconnect to Xero Sync
- From the Shopify admin, select Apps.
- Select Xero Sync.
- Select Settings.
- Select Disconnect.
- Navigate back to the Shopify admin and select Apps.
- Select Xero Sync.
- Reconnect your Xero organization by selecting Connect now.
Once the Xero app has been successfully disconnected and reconnected, your exports should resume.
Information is not mapped correctly in Xero
When Xero Sync creates a customer or variant in your Xero account, a mapping file automatically generates to avoid creating duplicate information.
When you change the information on a customer or variant, this mapping is not updated.
For steps on how to update a customer mapping, please see Manage Customer Mappings.
For steps on how to update a product mapping, please visit Manage Product Mappings.
Payment account error on export
If the Payment Account is properly set within Xero Sync and you are seeing this error, we recommend reaching out to Xero Support for further assistance.
Tax rate error when trying to link Shopify to Xero
If you are receiving a tax rate error when trying to link Shopify to Xero, please follow the steps below.
- From the Shopify admin, select Apps.
- Select Xero.
- Select Taxes.
- Select a Tax Rate.
Once you have completed the steps above, link your Shopify account to Xero. The chosen tax rate should match what you have in Shopify.
Error messages
Code can't be blank
This error appears when the SKU(s) you are using are not properly formatted in the Standard Latin Alphabet.
Xero is only able to understand the Standard Latin Alphabet.
No items available to sell
This error appears when the stock levels of products inside Xero are less than what is being exported.
It’s best to manually verify and adjust the stock level of products within Xero prior to exporting with Xero Sync, otherwise, you can adjust the stock in your Xero account and perform a manual export for the failed item.
Refunds in Shopify create credit notes in Xero for the amount of the refund when the order is exported.
To adjust the stock in your Xero account, please follow the steps below.
- Log into your Xero account and select Business > Products and services.
- Select the product that is generating the error.
- Select Options > New Adjustment.
- Select New Adjustment > Enter Quantity Amount > Accounts to have adjustments reflect to > Review Adjustment.
- Select Post Adjustment.
Required information has been deleted
This error appears when a product has been deleted from Shopify that is also included in an order that's being exported.
Once deleted, Xero no longer has the information about the product that's required to perform the export.
The contact name x - x is already assigned to another contact even when "do not export customers to Xero" is checked off in the app when exporting from POS
This error appears when duplicate data exists within Xero that Shopify hasn't been able to reconcile.
Shopify POS introduces a few edge cases that aren't covered by Xero, including partial refunds. Shopify is still looking into this.
The contact name x is already assigned to another contact. The contact name must be unique across all active contacts
This error appears during export when a contact of the same name already exists within Xero.
To resolve this, you will need to either delete the Xero contact with the same name and re-export, or manually create the Shopify order in Xero.
The organization for this access token is not active
This error appears when the organization has either been deactivated, removed, or is otherwise no longer available. To resolve this error, you will need to disconnect your Xero account from within Xero Sync and reconnect Xero Sync to an active Xero account. Please see the troubleshooting step above titled "Export into Xero not working" for steps on disconnecting and reconnecting your Xero account within Xero Sync.
The transaction date for inventory products must be after the product's inventory Start Date
This error appears when you start tracking inventory after you enable inventory tracking for a product within an order that has already been exported.
Xero is not able to adjust the inventory of this product if inventory tracking was not set prior to the export.
We recommend performing a manual change within Xero if this error occurs.