If your invoice has failed to generate in your Xero ledger or failed to reconcile after payment is disbursed to you, there may be an error reported by Xero to explain why.

Currently, you can review any Xero errors on the 'History' tab of a Proposal. For the most common errors, we have documented below why they occur and what you can do to rectify them.

After taking the appropriate actions, try to re-send the invoice if it is un-deployed (if it is an invoice deployment error) - or contact our support team to re-run invoice reconciliation on your account (if it is an invoice reconciliation error).


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The TaxType code 'YYY' cannot be used with account code 'xxx'

An invoice cannot be created as the tax type code is not able to be published to this type of account in Xero.

This often happens if you are using a revenue account with an expenses code or vice versa.

Solution:

You can either:

  1. Go into Xero and allow that code type to be used with that account, or
  2. Change the account on that service in Practice Ignition to one that accommodates that tax type (please note, it will need to be a revenue account)

Once this is completed, try to re-send the invoice to Xero using the cog next to the invoice on the proposal.
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Account code 'xxx' is not a valid code for this document

An invoice cannot be created as the account not compatible with this.

This can happen if you are using a revenue account with an expenses code or vice versa.

This can also happen if you are trying to publish into an incompatible Xero account - e.g., a Bank or Direct Cost account.

Solution:

  1. Check your account type can publish accounts receivables invoices - usually a revenue account, 

If yes, it is a revenue account

  1. Go to Xero and allow that tax code type to be used on that account;

If no, you are using an incompatible account

  1. Change the account on that service in Practice Ignition to one that accommodates that tax type

Once this is completed, try to re-send the invoice to Xero using the cog next to the invoice on the proposal.
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The TaxType field is mandatory Account code 'xxx' is not a valid code for this document.

An invoice cannot be created as the account not compatible with this.

This can happen if you are using a revenue account with an expenses code or vice versa.

This can also happen if you are trying to publish into an incompatible account - e.g., a Bank or Direct Cost account.

Solution:

  1. Check your account type can publish accounts receivables invoices - usually a revenue account, 

If yes, it is a revenue account:

  1. Go to Xero and allow that tax code type to be used on that account;

If no, you are using an incompatible account:

  1. Change the account on that service in Practice Ignition to one that accommodates that tax type

Once this is completed, try to re-send the invoice to Xero using the cog next to the invoice on the proposal.
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The document date cannot be before the period lock date

An invoice cannot be created as it is dated before the "lock date" (an end-of-period date set in your Xero account).

Xero sees this period as closed, so it won't "accept" any invoices that are dated prior.

Solution:

Change the lock date in Xero a refer to Xero's information on working with lock dates here.

Once this is completed, try to re-send the invoice to Xero using the cog next to the invoice on the proposal.
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The document date cannot be before the end of year lock date

An invoice cannot be created as it is dated before the "lock date" (an end-of-period date set in your Xero account).

Xero sees this period as closed, so it won't "accept" any invoices that are dated prior.

Solution:

Change the lock date in Xero a refer to Xero's information on working with lock dates here.

Once this is completed, try to re-send the invoice to Xero using the cog next to the invoice on the proposal.
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You have reached the limit of invoices you can approve

An invoice cannot be created as you are on the trial version of Xero, or on their "Starter" plan and have exceeded your limit.

Both of these will impose a limit on the number of approved invoices that you can have in Xero. Read more on their website.

Solution:

Move off trial or upgrade your plan. 

Once this is completed, try to re-send the invoice to Xero using the cog next to the invoice on the proposal.
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The Total for this document must be greater than or equal to zero

An invoice cannot be created as Xero does not support sending invoices with less than zero value (negative value).

Solution:

All invoices on a proposal will need to have a positive value. 

If you need to issue a credit to a client, add a credit note in Xero.
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The contact name xxx is already assigned to another contact. The contact name must be unique across all active contacts.

An invoice cannot be created as there is a contact in Xero with the same name as on the invoice attempting to be created.

This can happen if clients have been incorrectly mapped in Practice Ignition.

Solution:

  1. Go to the client in Practice Ignition and click 'Edit'
  2. Go to the systems tab and re-map the client to a Xero contact

Once this is completed, try to re-send the invoice to Xero using the cog next to the invoice on the proposal.
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Branding Theme with ID xxx doesn't exist

An invoice branding theme is selected that no longer exists in Xero.

Solution:

Select a new branding theme under Apps>Xero>Settings in Practice Ignition.
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Token XXX does not match an expected ACCESS token

An invoice cannot be created as the Xero Authentication access token has expired and you need to re-authenticate with Xero.

Solution:

Re-authenticate your Xero credentials in Practice Ignition by going to Apps>Xero.

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The access token has expired 

An invoice cannot be created as the Xero Authentication access token has expired and you need to re-authenticate with Xero.

Solution:

Re-authenticate your Xero credentials in Practice Ignition by going to Apps>Xero.
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Invoice # must be unique

An invoice cannot be created as the invoice number already in use.

This may occur if an invoice was voided and recreated before Xero was able to release the number or if you have changed your Xero invoice numbering scheme.

Solution:

If you have not edited your Xero numbering scheme, wait for a short time and attempt to re-create the invoice.

If you have changed the invoice numbering scheme, check to ensure it will generate unique invoice numbers. Refer to Xero's help article here.

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Clearing account must not be archived

An invoice can't be reconciled as the clearing account used by Practice Ignition to clear funds has been archived. 

Solution:

Un-archive the Xero clearing account associated with Practice Ignition. This will usually be called PI Clearing Account or PIPayments.

After completing this, contact our support team to re-run invoice reconciliation on your account.
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Cannot create Xero payment: invalid invoice status (DELETED)

An invoice can't be reconciled as the invoice has been deleted.

Solution:

Re-create the invoice in Practice Ignition from the cog next to the invoice. If the invoice is not automatically reconciled, contact our support team to re-run invoice reconciliation on your account.
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Cannot create Xero payment: invalid invoice status (VOIDED)

An invoice can't be reconciled as the invoice has been voided.

Solution:

Re-create the invoice in Practice Ignition from the cog next to the invoice. If the invoice is not automatically reconciled, contact our support team to re-run invoice reconciliation on your account.
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Invoice not found in Xero

An invoice can't be reconciled as it is not found in the ledger.

This may occur if you have changed the connected ledger since the invoice was raised or if the invoice is in a state that a payment cannot be raised against it.

Solution:

First check that you have the correct Xero ledger connected under Apps> Xero.

If so, Re-create the invoice in Practice Ignition from the cog next to the invoice. If the invoice is not automatically reconciled, contact our support team to re-run invoice reconciliation on your account.
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Clearing account must not be type bank account

An invoice can't be reconciled as the clearing account is of an incompatible account type.

When Practice Ignition creates a clearing account, the account type will be set as "Current Asset". 

Solution:

Change the PI Clearing Account to account type "Current Asset".

After completing this, contact our support team to re-run invoice reconciliation on your account.

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Payment amount mismatch

An invoice can't be reconciled as the payment amount differs to the invoiced amount.

This may occur if a partial payment or credit has been added to the invoice. It may also occur if the tax settings are different on the invoice than the payment.

Solution:

Check that the invoice does not have a partial payment or credit applied.

If it does, you can either manually reconcile the invoice or remove this and contact our support team to re-run invoice reconciliation on your account.

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