Does upSync need special Xero permissions?
upSync requests standard accounting read/write permissions during the Xero OAuth2 authorisation. It needs to be able to read contacts, account codes, and tax types, and create invoices. The user who authorises the connection must have at least a Standard or Adviser role in Xero.
My Xero connection has stopped working. What should I do?
Xero access tokens expire periodically and upSync refreshes them automatically in the background. If the refresh fails (for example, if the authorising user has been removed from the Xero organisation), the connection will show an error. To fix this, go to Connections > Xero and click Connect Xero again to re-authorise.
Why does upSync show a “Token Expired” error?
This occurs when the Xero OAuth token could not be automatically refreshed. Go to Connections > Xero and reconnect. This requires logging in to Xero and approving access again. Once reconnected, retry any failed invoices.
Why is a new Xero contact being created instead of matching an existing one?
upSync matches Xero contacts by comparing the Autotask company name to the Xero contact name. If the names are not identical (for example, “Acme Ltd” in Autotask vs “Acme Limited” in Xero), a new contact will be created instead of reusing the existing one. To prevent this, either:
- Make the company name identical in both systems, or
- Manually merge the duplicate contacts in Xero after syncing.
Why are invoices being created with no tax applied?
This usually means the Autotask tax code on the invoice line items has not been mapped to a Xero tax type. Go to Tax Code Mappings and ensure all your Autotask tax codes have a corresponding Xero tax type selected.
What does “Invoice number already exists” mean?
Xero enforces unique invoice numbers within an organisation. This error means the invoice number upSync is trying to use already exists in Xero. Solutions:
- If you have already synced this invoice, it does not need to be synced again.
- If the number exists from a different source, change the Invoice Numbering setting in Xero Settings to avoid conflicts.
- If the existing invoice in Xero is incorrect, void or delete it and then retry the sync.
Can I sync invoices to multiple Xero organisations?
One upSync account supports one Xero organisation connection. If you need to split invoices across multiple Xero organisations, please contact support.
Why do my invoices appear as Draft in Xero when I want them Authorised?
The invoice status is set in Xero Settings. Go to Connections > Xero, find the Invoice Status dropdown, and change it to Authorised. This setting applies to future syncs. Already-synced draft invoices will need to be manually approved in Xero, or use the Reset Invoice Data tool (test environments only) to resync them.
What happens to my Xero invoices if I disconnect upSync?
Disconnecting upSync from Xero does not affect invoices that have already been created in Xero. They remain in Xero exactly as they are. Disconnecting only removes upSync’s ability to create new invoices or read data from Xero going forward.
What does the “Reset All Invoice Data” button do?
This button voids all invoices that upSync has synced to Xero, deletes all local invoice records, and clears the sync log. It is designed for test/sandbox environments only. See the Xero Settings article for a full explanation.
