Why isn't my data syncing to Xero/other integrations?

Integration sync issues typically relate to connection status, permissions, or configuration settings. HearLink provides tools to help diagnose sync problems.

Check connection status:

Xero connection expired - Xero connections periodically need reauthorisation. Check Organisation Settings > Integrations to see if reconnection is required.

Integration disabled - Verify the integration is enabled in your Organisation Settings.

Permission issues:

HearLink permissions - Your Group may not have permission to manage integrations or sync data. Contact your organisation owner.

Xero permissions - Ensure your Xero account has the required permissions to create/edit invoices and contacts.

Configuration problems:

Auto-sync disabled - If automatic invoice syncing to Xero is disabled, invoices won't sync automatically. Check your Xero integration settings.

Invoice not set to sync - Some invoices may be excluded from syncing based on your configuration (e.g., only "Authorised" invoices sync, not "Draft").

Missing required data - Xero may require certain fields to be populated. Check for error messages indicating missing information.

Invoice-specific sync issues:

Draft vs Authorised setting - Verify whether your organisation syncs invoices as Draft or Authorised, and whether the invoice meets that criteria.

Duplicate detection - If an invoice with the same details already exists in Xero, the sync may fail.

Credit notes - Credit note syncing may have different rules than invoice syncing.

How to troubleshoot:

1. Check connection status - verify the connection is active
2. Look for error messages - Sync failures often display error messages explaining what went wrong
3. Verify the invoice status - Ensure the invoice is in a state that triggers syncing
4. Check required fields - Ensure all Xero-required information is populated
5. Test with a new invoice - Create a simple test invoice to see if the sync works

Manual sync options:

If automatic syncing isn't working:

• Some integrations allow manual export of specific records
• Check if there's a "Sync now" or "Export to Xero" option
• Export as CSV and import manually as a temporary workaround

Still not syncing?

If sync issues persist:

• Review the Xero integration documentation in the help center
• Check Xero's own system status for any service issues
• Contact HearLink support with specific examples of failed syncs
• Include invoice numbers and error messages if available

Further reading:

• Xero integration