Questions? Feedback? powered by Olark live chat software

An Invoice Was Not Synced with Xero

Contents

Frequently Asked Questions:

Solutions to integrations problems:

 

Frequently Asked Questions

What happens when an invoice fails to sync with Xero?

When an invoice fails to sync with Xero we will notify you by e-mail with the error message, if it's a common problem, the solution should be described below, otherwise get in touch with us so that we can help you.

  

Solutions to integrations problems 

There are some errors that might occur when we are syncing an invoice with Xero that needs your manual intervention to solve.

Here are the most frequent errors with their solution.

 

My invoice was not synced with Xero

Go to your Cliniko integrations page (settings page > integrations) and check if the Xero integration is active. If it's active, the page should have a similar content to this:

Screen_Shot_2013-08-01_at_24.11.15_.png

 

You have reached the limit of invoices you can approve.

There could be two possible reasons for this:

- If you are on a trial of Xero, there is a limit of 10 accounts receivable and 10 accounts payable invoices that can be set to approved.

- If you have the Small business edition of Xero, there are also limits to the number of invoices you can approve: http://www.xero.com/pricing/

 

The document date cannot be before the period lock date.

You can either change or remove the period lock date for the organisation in the Xero Financial Settings. See the following xero knowledge base article.

 

The document date cannot be before the end of year lock date.

You can either change or remove the end of year lock date for the organisation in the Xero Financial Settings. See the following xero knowledge base article.

 

This document cannot be edited as it has a payment or credit note allocated to it.

Invoices that have payments applied against them cannot be modified. The payments have to be removed via the Xero web UI first before we can sync the invoice.

 

Email address must be valid.

You need to correct this patient e-mail address on Cliniko.

 

Invoice not of valid status for modification

Invoices with payments added on Xero are not allowed to be updated by Cliniko. If you want the changes to be synced to Xero, you will have to manually update this invoice on Xero.

 

This document cannot be edited as it has a payment or credit note allocated to it.

Invoices with payments added on Xero are not allowed to be updated by Cliniko. If you want the changes to be synced to Xero, you will have to manually update this invoice on Xero.

 

The existing contact with name 'CONTACT NAME' cannot be updated to use new name 'NEW NAME'. There is an existing contact with that name.

There's already a contact on Xero with the name 'NEW NAME'. In order to sync this invoice and its patient details, this contact has to be deleted (or renamed) on Xero.

Have more questions? Submit a request

Comments

  • Avatar
    Stephanie Wasylyk

    The error we got was 

    "The document total does not equal the sum of the lines."

    Any suggestions for that?  

    Thanks!

  • Avatar
    Bruno Pinto

    Hi Stephanie, could you open a ticket with us giving more details about your invoice? Thanks for reaching us!

  • Avatar
    Hannah Matthews

    I am getting two errors coming up on my screen

    1. "**document date cannot be before the period lock date" **which is today, and they're still not coming through. Even an invoice opened and closed on April 1, 2014 couldn't be integrated.

    2. "Invoice not of valid status for modification"

    However, I have not made any payments to this or any other invoice in Xero.  I actually haven't entered a single payment.

     

    Any ideas?

  • Avatar
    Bruno Pinto

    @Hannah Matthews

    Could you e-mail us at support@cliniko.com a couple of invoices where you had these errors?

     

  • Avatar
    Daniela Osiander

    I had one come back with invoice cannot be synched because  'item code is not valid'? How can that be when I set the item codes myself and all other codes are fine?

    Cheers

  • Avatar
    Bart Lewis

    @Daniela, Sorry for the trouble! I would check to make sure the item code matches in Xero. If you match it there the invoice should sync just fine. We are not able to update item codes through the integration so they will need to be done manually.

  • Avatar
    Daniela Osiander

    Bart

    The issue was that I updated (changed) the product name at some stage in Cliniko and for some reason Xero didn't like that. Sounds like a synching problem that isn't common but might happen more often and therefore worth looking into?

     

  • Avatar
    Daniela Osiander

    Also, I have different types synching issues quite regularly. The integration with Xero is a fabulous selling point for Cliniko, but it still seems like it needs more work to run smoothly? I I had another issue with an invoice with the error message being:

    "Payment amounts must be positive amountsPayments can only be made against Authorised documents"

    No negative payments were entered so I'm not sure what the error code is on about. There was nothing unusual about this invoice / payment other than that I gave a 100% discount on one item? Surely that must be something that is allowed?

  • Avatar
    Bart Lewis

    @Daniela, Changing the product name will cause a similar issue (same as the product code). The interface with Xero will not allow us to update it, so you will need to update it manually. 

    As far as the discount problem, we are aware of that and are working on it. 

    If you run into any issues, feel free to email us at support@cliniko.com.

    Thanks!

  • Avatar
    lauren topel

    When you update a contact in Xero, does it update in Cliniko and vice versa?  Are they both push?

  • Avatar
    Bart Lewis

    Hi Lauren! Currently the Xero sync is only one way Cliniko → Xero, so when something is update in Cliniko it is pushed to Xero but not vice versa. I hope this helps explain things. Thanks! Bart

Powered by Zendesk