Problem
Payments in Xero and Emersion do not match.
Solutions
Multiple reasons may explain why payments in Emersion and Xero are not matching.
Your Xero Configuration has been deactivated or dropped.
To check if your Xero configuration has been deactivated, go to the Admin > Xero > Diagnostics page. If it has, you will need to contact Emersion to have it reactivated.
The following articles will assist you regarding disconnection and reconnection.
Payments have not yet been pushed/pulled.
The middleware that does the work to push and pull data between Xero and Emersion is not triggered each time a payment is created. They run as a polled service, meaning they run on a schedule. It is possible the payment is still pending.
Xero Auto Matching Functionality
Using Xero's Auto Matching when reconciling bank statement lines can create payments against invoices before payments that have been created in Emersion have been pushed. These payments are then pulled back into Emersion causing balance issues.
Always be very cognisant of what transactions you are matching against when using this functionality in Xero.
Various transactions will be represented by an icon (shown below) that reveals the full name when hovering your mouse over it.
- If you match a received payment (via your bank statement on the left) with a single invoice (on the right - as represented by the
icon), Xero will create a payment against the matched invoice. - If the linked invoice in Emersion has a payment against it prior to using the auto match function and the Emersion payment has not yet had a chance to push to Xero, this will preventing the payment in Emersion from being pushed and allocated to the invoice in Xero.
- Emersion's system will see the new payment against the linked invoice and pull that payment in to Emersion resulting in an incorrect balance.
If you have performed this auto reconciling / payment creation and already had a payment in Emersion that has not pushed to Xero, contact Emersion Support for assistance.
If:
- this Xero feature has been used; and
- a payment in Xero has been created as a result; and
- there is already a payment in Emersion that has not been pushed to Xero
contact the Emersion Customer Service team for assistance by raising an Service Request ticket.
A ledger issue caused by performing activity in Xero that we have explicitly stated to avoid is not a system fault.
Any work request to fix the ledger data will be charged.