Review the warning shown before attempting the Xero action again. Diversity Sync’d provides clearer Xero connection and organisation information to help identify the affected configuration.
1. Identify the Xero synchronisation issue
Go to Billing.
Open the affected claim.
Review the claim's Xero status and any warning or error displayed.
Note the Xero organisation named in the warning, where shown.
Review the message before making any configuration changes.
Depending on the issue, the warning may relate to:
Xero organisation connection
Account configuration
Xero customer or contact information
Existing Xero invoice status
Payment configuration
An unavailable Xero organisation
2. Check the Xero organisation
When multiple Xero organisations are connected, confirm that the claim is using the correct organisation.
Review the Xero organisation associated with the claim.
Confirm that the organisation is still available.
If the workflow provides a Xero Organisation selector, confirm the correct organisation is selected.
Check that the organisation has the required account and customer information.
Claims associated with an unavailable Xero organisation should identify the affected organisation by name.
3. Review the Xero connection
If the warning indicates that Xero is disconnected or requires attention:
Open the available Xero connection warning.
If an Integrations link is provided, use it to open the integration settings.
Find the affected Xero organisation.
Review its connection status.
Reconnect the organisation if required and if you have permission to manage integrations.
Return to the claim and try the Xero action again.
Xero connection warnings can provide a direct link to Integrations for users who have permission to manage integrations.
4. Check Xero account configuration
A claim may not be able to continue if the selected Xero organisation does not have the required account configuration.
Go to Admin.
Open Configuration.
Go to Invoicing.
Open Xero Integration.
Select the affected Xero Account.
Review:
Chart Of Accounts
Default Account Code
Payment Account, where relevant
Correct any missing configuration.
Click Save.
Return to the claim and retry the required Xero action.
The selected organisation and its configured Chart of Accounts are used consistently during Xero invoicing.
5. Check Xero customer matching
If the claim cannot identify the correct Xero customer:
Open the Xero sending workflow.
Review the Xero customers section.
Look for a customer showing No match.
Click Select Xero customer.
Choose the correct Xero contact.
Confirm that the customer now shows as matched or selected.
Continue with the Xero action.
Manually selected customer matching can be remembered for future claims once the claim has been sent.
6. Resolve a Xero organisation with no available customers
If the selected Xero organisation has no available Xero customers, review the explanation displayed in the Xero workflow.
Confirm that the correct Xero Organisation is selected.
Check that the required contact exists in that Xero organisation.
Review the Xero connection if customers are unexpectedly unavailable.
Return to the Xero workflow after correcting the issue.
When a Xero organisation has no available customers, Diversity Sync’d provides clearer information instead of leaving the customer selection unavailable without explanation.
7. Review skipped claims
During a bulk Xero send, claims that cannot continue may be skipped.
Open Send claims to Xero.
Expand the section showing claims that will be skipped.
Review the reason shown for each claim.
Resolve the issue before attempting to send the affected claim again.
For example, a claim may be skipped because it already has a live Xero invoice.
Claims that have already been successfully sent do not need to be sent again.
8. Resolve a voided or deleted Xero invoice
If the original Xero invoice has been voided or deleted, the claim may need to be re-issued rather than sent as a new claim without review.
Open the affected claim.
Review the Xero invoice warning.
Confirm that the previous Xero invoice has been voided or deleted.
Use the available re-issue action.
Review the new Xero invoice details after re-issuing.
Re-issued claims use a new versioned invoice reference.
9. Resolve a missing Xero Payment Account
If Record in Xero is unavailable when recording a claim payment, the claim's Xero organisation may not have a Payment Account configured.
Note the Xero organisation shown on the claim.
Go to Admin → Configuration → Invoicing → Xero Integration.
Select the same Xero Account.
Configure the Payment Account.
Click Save.
Return to the claim.
Click Mark as paid again.
Confirm that Record in Xero is now available.
10. Check for incorrect or stale Xero information
If an account or customer appears to belong to another Xero organisation:
Confirm the selected Xero Organisation.
Close and reopen the Xero workflow if required.
Review the available accounts and customers again.
Do not continue if the displayed information belongs to another organisation.
Review the Xero connection and configuration if the incorrect information remains.
Xero organisation information has been improved to prevent accounts or contacts from one connected organisation being displayed for another.
11. Try the Xero action again
After correcting the issue:
Return to Billing.
Open the affected claim.
Confirm that the warning has been resolved.
Repeat the required Xero action.
Review the final Xero status.
For bulk sends, select only the claims that still need to be processed.
If the claim continues to display an error, review the Xero organisation, connection, account configuration and customer matching again before continuing.
Important notes
Always confirm the correct Xero Organisation when more than one organisation is connected.
Xero account and customer information should belong to the selected organisation.
Review the error message before reconnecting or changing Xero settings.
Use Integrations when a connection warning directs you there.
Do not resend claims that already have a live Xero invoice unless the workflow specifically requires re-issuing.
If the previous Xero invoice has been voided or deleted, use the available re-issue process.
If Record in Xero is unavailable for a payment, check the Payment Account configured for that claim's Xero organisation.
Xero and finance connection errors now provide clearer and more consistent messages.