What do I do if something goes wrong with Xero?

Most problems with Xero come down to three things: the connection dropping, a draft being deleted in Xero, or Xero turning something down. Here’s what to do about each.

“SaveTrees has lost its connection”

Xero occasionally stops accepting SaveTrees’ sign-in, for example if someone removes the connection in Xero. When that happens, you’ll see a red strip across the top of SaveTrees and get an email.

1. 1

   Click Connect again in the strip, or go to Settings and click Xero.

2. 2

   Click Connect to Xero and choose the same organisation.

Nothing is deleted while the connection is down, and reconnecting keeps your client links and account choices.

A draft was deleted or voided in Xero

Every hour, SaveTrees checks the drafts it has sent. If one was deleted or voided in Xero, the work on it is still marked billed, so SaveTrees asks you what should happen. You’ll see a blue strip saying an invoice needs a decision.

1. 1

   Click Review in the strip, or go to Settings and click Xero.

   Open Xero settings in your account(opens SaveTrees in a new tab)
2. 2

   Under Needs a decision, click Show items to see what was on the draft.

3. 3

   Choose what to do.

• Bill again: puts the work back to unbilled, so you can change it or send it again.
• Already billed: keeps it billed. Choose this if you merged the draft into another invoice in Xero, or the work would be invoiced twice.

SaveTrees never decides for you. The same list catches drafts Xero never confirmed, which can happen if it was busy when you sent. Check Xero’s drafts before you choose.

Something didn’t send

If a draft can’t be created, the message after sending says so and offers See the log. Xero’s own reason is there, and the most common ones explain what to do, such as choosing a new account for a field or linking the client again.

Attachments that didn’t make it are listed too. The draft itself is still in Xero. Xero keeps up to 10 files on an invoice, so a draft with more gets the first 10.

The integration log

The log shows everything that’s happened with Xero, newest first: connecting, each send and the drafts it made, anything Xero turned down, and the decisions you’ve made. Click Details on a line to see more, including Xero’s own words and links to the drafts.

1. 1

   Go to Settings, click Xero, then click Integration log.

   Open the integration log in your account(opens SaveTrees in a new tab)

Screens may look a little different in your account, with your organisation’s own colours and words.

Still stuck? Get in touch and tell us what the log says:

• Email [email protected]
• Call 0117 442 0408
• Or use our contact page