Troubleshooting Xero (Beta)

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Overview

If you’re having problems setting up Xero or exporting payroll, try these solutions before you contact us.

Closed Beta

The Xero integration is currently in closed beta and only available to select customers. If you’d like to join the beta, just contact us!

Xero connection error in When I Work

If you see an error in When I Work when you try to view the Xero configuration pages or export payroll, your account may have been disconnected from Xero.

Errors may include:

  • “We are unable to connect to Xero’s servers at this time, please try again later. Please ensure settings are correct in Xero and When I Work.”
  • “Could not fetch data from Xero. Please try again later.”

Solution: Reconnect your account to Xero

  1. Click this link to return to the Xero configuration page in When I Work.
  2. Click Enable near the top-right corner of the page.
  3. Log in with your Xero username and password and authorize When I Work.

Matching warning when exporting to Xero

When you export payroll to Xero, you might see warnings for unmatched employees, positions, or hour types. Unmatched items are not included when you export to Xero.Items Not Found

Solutions:

  • If you’re seeing matching warnings for items that do not need to be exported to Xero, click Send Anyway to disregard the warnings. To reduce unneeded warnings, set When I Work to ignore unmatched employees.
  • If you’re seeing matching warnings for items that should be exported to Xero, click Match Items.

Matching warning email after export

If you ignore matching warnings when you export payroll to Xero, we’ll send you a summary email to identify unmatched items. Unmatched items are not included when you export to Xero.Unmatched items email

Solutions:

  • If you’re seeing matching warnings for items that do not need to be exported to Xero, you can disregard them. To reduce unneeded warnings, set When I Work to ignore unmatched employees.
  • If you’re seeing matching warnings for items that should be exported to Xero, click Match Items.

Duplicate payroll email after export

If you receive an email from When I Work that says “There can only be one draft pay run per pay schedule” that’s an indication that you’re trying to export a pay period that has already been sent to Xero. In this case, your most recent payroll export did not go through.Duplicate payroll error

Solutions:

  • If you accidentally re-exported this pay period, you can ignore this error.
  • If you’ve made changes in When I Work that you need to sent to Xero, delete the corresponding pay run from Xero, then export payroll for this pay period again.

Still need help?

If you need help, contact the When I Work Customer Care team or Xero Support.

Updated on December 8, 2017

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