Expandly: Help & Support

Overview:

On occasion, errors may occur which prevent you from sending your order(s) over to Xero. In this guide, we will show you some of the most common errors that occur, and how you can resolve them. 

1. Organisation not subscribed to currency 

This error will occur if the currency on the order has not been added to your Xero account. The order will fail to send as your Organisation is not subscribed to that particular currency. 

Fix:

1. Log in to your Xero account and visit your Currencies page:

2. Click

3. Select the currency from the dropdown and click to add this to your Xero account: 

4. On Expandly, select Settings and then Xero

5. On the Configure Xero page, click the  Refresh Currencies button . This will then import any newly added currencies from your Xero account to Expandly:

6. Once the currency associated on the order has been imported to Expandly, you can attempt to resend the order(s) to Xero via your Manage Sales Orders page. 

2. Item Code is not valid 

This error will occur if the SKU assigned to one or more of the products within the order(s), exceeds the Xero SKU-character limit. 

Fix

1. On Expandly, select Settings and then Xero

2. On the Configure Xero page, switch the Send SKU to Xero button from to

3. Once you have selected to no longer send SKU information to Xero, you can attempt to resend the order(s) that failed to Xero via your Manage Sales Orders page.

4. Once the failed order(s) have been send successfully to Xero, you can change your settings back to allow SKU information to be sent to Xero again, for future orders. 

3. No Sales Account mapped - please map your sales account to push this order to Xero

This error will occur if you attempt to send an order to Xero before you have Configured Xero on Expandly or if you are attempting to push an order associated to a Sales Channel which is yet to be mapped

Fix

1. On Expandly, select Settings and then Xero

2. On the Configure Xero page, within the Map Sales Channels section, find the Sales Account(s) which are yet to be mapped:

3. Map the account(s) and click

4. Once you have successfully mapped your account(s), you can attempt to resend the order(s) that failed to Xero via your Manage Sales Orders page.

4. Account Number already exists. Please enter a different account number

This error will occur if the unique account number, sent across alongside your orders, already exists within Xero, to avoid two customers with the same name, incorrectly sitting on the same contact in Xero. 

Fix

1. On Expandly, select Settings and then Xero

2. On the Configure Xero page, within the Map Sales Channels section, find Batch column. Here you will see 2 options relating to account number:

Individual (with account number) - This will create a unique code, which will be sent across to Xero alongside the order. This will mean when orders are sent across to Xero, we find the correct contact and two customers with the same name, do not have their invoices sitting on the same contact within Xero. 

 Individual (without account number) - this option will mean that the unique code information is not sent alongside orders and the check will work based on Contact Name only. This option is recommended, especially if customers have been edited/archived on Xero. 

3. Change your Batch preference to Individual (without account number) and

4. Once you have successfully mapped your Batch changes, you can attempt to resend the order(s) that failed to Xero via your Manage Sales Orders page.

5. The Tax Type 'INPUT2' cannot be used with account code '_'

This error will occur if you have incorrectly set up your taxes on Expandly as expense, and not income.

Fix

1. On Expandly, select Settings and then Xero

2. On the Configure Xero page, within the Map Taxes section, find any taxes incorrectly mapped to a 'VAT on Expenses' Xero Tax Name:

3. From the dropdown, select the applicable '(VAT on Income)' option and click :

4. Once you have successfully mapped your Tax changed, you can attempt to resend the order(s) that failed to Xero via your Manage Sales Orders page.

6. Order date is before lock date

On Xero, if you have the Adviser user role, you can set a lock date. A lock date stops users from changing data before (and including) a specific date and are typically used to prevent data editing when your accountant or book keeper is preparing financial records for the year, or at the end of a sales tax period. 

If a lock date has been added to Xero and synced to Expandly, if you attempt to send orders from before, and including this date, these will fail with this error. 

Fix

1. To change a Lock Date, log in to Xero and in the Accounting menu, select Advanced, then click Financial Settings. Under Lock Dates, you can then enter to date to lock transactions at and click Save. 

2. On Expandly, select Settings and then Xero

3. On the Configure Xero page, click the  Refresh Lock Date button . This will then import the updated Lock Date information to Expandly:

4. Once the Lock Date has been updated, you can attempt to resend the order(s) to Xero via your Manage Sales Orders page. 

7. 'SKU' - No items available to sell

This error will occur as the SKU(s) (or any SKU that makes up a grouped invoice if sending as 'Grouped') associated to the order will be showing a 0 stock level, which will prevent to order from sending to Xero, based on there being none available to sell. 

Fix

Within Xero directly, you will be required to update the inventory level(s) for the SKU(s) showing as unavailable and associated to the order(s). Once this has been done, you can then manually re-push the Xero to create the invoice. 

Need more help?

If you need a little extra help, no problem. Contact us, and we'll be happy to help. 

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