Why isn't my invoice in Xero yet?

Find the invoices that didn't reach Xero or are held up on the way, see why in plain words, and what to do about each one.

This article is being updated.

When your business is connected to Xero, Prevarro sends each issued invoice to Xero, and sends it again when it changes or is voided. When an invoice doesn't get there, Prevarro can tell you why. You see this if your role can see Invoicing.

Where to look

Why? At the top of an invoice, an invoice that didn't reach Xero, or is held up on the way, reads Not in Xero yet with Why? beside it. Select it to see why. An invoice on its way reads Xero: queued, and one Xero has reads In Xero. A draft shows no Xero status, and neither does an invoice issued while Xero wasn't connected.

Check my account. On an Invoicing screen, open Help in the sidebar or Get help in the top bar. The Check my account block lists the invoices that didn't reach Xero or are held up, newest first. If nothing is wrong, it reads Nothing needs attention here. If it reads We couldn't run the checks., select Try again.

Each invoice in the list says what happened, in plain words. Where there's something to fix, a link under it takes you there, and this article is linked too.

The check stops at the first cause it finds, in the order below. For an invoice Xero already has, the answer is about its latest changes, which haven't reached Xero yet.

If your role doesn't manage Xero

Why an invoice is held up is read from your business's Xero connection, which only people who manage it can see. If your role doesn't manage the Xero connection, the answer says the invoice isn't in Xero yet, or is waiting to go, and ends "Someone who manages this business's Xero connection can see why." (or "...can see whether it will go." when it's waiting). There's no link.

Xero isn't connected

Your business's Xero connection isn't working, or was disconnected, so the invoice is held until Xero is reconnected, then it's sent. The answer says which:

• Xero no longer accepts Prevarro's connection;
• or Xero isn't connected.

Select Reconnect Xero. It opens Settings → Integrations. Select Reconnect on the Xero card there (or Connect to Xero if it isn't connected).

Something on the Xero card

Xero refused the invoice, or Prevarro held it back before sending, and the Xero card in Settings → Integrations lists the problem. The answer gives the card's own words. For example:

• Xero refused the invoice, in Xero's own words;
• an account or a tax rate on the invoice isn't matched to one in Xero;
• the invoice's total is below zero, which Xero takes as a credit note instead.

The link takes you to the fix:

• Re-push from the Xero card opens the Xero card. Once what Xero refused is sorted, select Re-push there.
• Open the Xero maps opens the card's account and tax rate maps.
• Reconnect Xero reconnects Xero.
• Open the Xero card opens the card, where the problem is listed with what you can do.

For a total below zero, Open the invoice opens it from Check my account. On the invoice itself there's no link, since you're already there.

If Xero refused the invoice's customer, the invoice can't go either, and the answer gives Xero's words about the customer.

The customer isn't matched to a Xero contact

Before the invoice can go, its customer has to be matched to a contact in Xero, and the Xero card is waiting for you to choose one. Select Match the customer on the Xero card, or Open the Xero card, and answer the match there.

Waiting to be tried again

A push didn't go through, and it'll be tried again by itself. The answer says when the next try is, where one is set. There's nothing to do but wait.

The last push failed

The last push failed, and nothing is waiting to send it again. There's no link for this one. Contact support from Get help and we'll look into it. If a new push is already waiting to go, for example after you edited the invoice, the answer says so.

Not held up

These answers say where the invoice is, with no link:

• it's a draft, and goes to Xero once it's issued;
• it's in Xero;
• it's waiting to go to Xero;
• Xero isn't connected, and nothing is waiting to send it;
• it was voided before it went to Xero, so nothing goes;
• it wasn't sent to Xero, because Xero wasn't connected for it, or it's dated before your Xero sync starts;
• for an invoice Xero already has, its latest changes weren't sent, because Xero wasn't connected when they were made.