Problem

Data entered (payments, approved invoices, etc) has not synchronised to Xero, or payment data entered into Xero has not synchronised back to Emersion.

Solution

The following reasons may apply if you are entering information into Emersion and it is not being reflected in Xero, or vice versa.

The transaction is one which is not supported

Some transaction types from Emersion are not support and will not be pushed to Xero. An example being a ledger credit.

Please review this article which details transactions that are support and unsupported by the Emersion/Xero Integration.

The Poller hasn't run yet

The pollers that push and pull data to and from Xero run on a defined schedule. It is possible that when you entered the data, the poller wasn't scheduled to run for a little while.  To resolve:

• check the Xero Diagnostics page and check the Last Fetch Time. This tells you when the poller last ran.
• wait for the poller to run. You can see the schedule here.
• run the poller manually. This article can assist you.

The Emersion account and Xero contact are not linked

Emersion accounts and Xero contacts must be linked in order for the data to be synchronised. To resolve, follow the steps in this article.

The Emersion account and Xero contact are partially linked

Under some rare circumstance (for example when using an older version of the Xero Account Map Bulk Import) the imported data that links an Emersion account and a Xero contact may not contain all required data.

As a result the ability for the system to push/pull data is limited as if the contact had never been linked at all. You can determine if this case effects one of your accounts by using the the following two screens;

• Customer > Detail > Xero Sync will show you the Contact GUID has been linked (Contacts mapped this way do not display a "friendly" contact name)

• Admin > Xero > Contacts will show you the Contact GUID but not the Emersion Account it is linked to

To resolve this issue, either Disassociate the account & re-import the GUID. If this cannot be done, you will need to contact Emersion Support for assistance.

The invoice or payment to meet Xero's business rules

Data cannot be synchronised if it is not in a state that is acceptable by Xero in accordance with their business rules. To resolve the issue, follow the steps below.

1. Run the Xero Integration Errors report.
2. Review the entry and reason for the failure.
3. Fix the record in question as recommended.
4. Wait for the system to try and reprocess the object. This may take up to 12 hours. 

The contact in Xero has been archived.

If a contact in Xero has been archived, invoices & payment will not sync and you will see an error in the Xero Integration Errors report like the following: 

Failed pushing completed invoice to Xero due to: Validation Error (The contact with the specified contact details has been archived. The contact must be un-archived before creating new invoices or credit notes.)

You can restore (un-archive) an archived contact by following the steps outlined in this Xero article.

If the Xero contact has been merged with another contact, you will need to re-associate the Emersion account to the correct Xero Contact.

Invoice contains product purchases and the Item Code cannot be found

If you have configured Emersion to push product purchase item codes to Xero when an invoice is synced, you need to ensure the following business rules are met:

• The invoice must contain a product purchase cardline
• The product being purchased must be a Billable or Physical product
• If using the SKU of a product, it must be set against that product
• The Item Code must exist in Xero

If these business rules fail to be met, Emersion will not attempt to push the invoice to Xero and it will appear in Xero Integration Errors like the following:

Failed pushing completed invoice to Xero due to: Not Found Item Code - <ProductID> or <SKU>

To fix this, perform one of the following actions and Retry the sync;

• If the SKU is missing from the product in Emersion, you can edit that product and add it.

• If the Item Code is missing from Xero, you need to Add an inventory item in Xero

The connection to Xero has dropped or the configuration is inactive

To resolve, see this article.

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