Use this page if something isn't working as expected with ScaleXP Invoicing in Salesforce. Find the problem below and follow the fix. If you're still stuck, contact support@scalexp.com or use live chat at the bottom right of the page.

The ScaleXP Invoicing card doesn't show on the opportunity

• Check the package is installed: go to Setup > Installed Packages and confirm ScaleXP Invoicing is listed. If it isn't, follow Step 1: Install ScaleXP Invoicing in Salesforce.
• Check the card is on the page: open an opportunity, click the gear icon and select Edit Page. If the ScaleXP Invoicing component isn't on the page, drag it on and click Save.
• Check the page is activated: when you save, click Activate > Assign as Org Default. If your org assigns opportunity pages by app, record type or profile, add the card to those pages too.

The card shows an error or doesn't load

• Check the tenant token: go to Setup > Custom Settings, find ScaleXP Config and click Manage. The Tenant Token must match the token ScaleXP sent you exactly, with no spaces or quotation marks. Without it, the card loads but can't connect to ScaleXP.
• Check the install options: the package needs access to api.scalexp.com, which Salesforce asks you to approve during installation. See Step 1: Install ScaleXP Invoicing in Salesforce.

No invoices appear in the invoice editor

• Check the mapping: make sure your fields are mapped. See Step 3: Map Salesforce fields to ScaleXP Invoicing.
• Check the products: products are optional, but ScaleXP uses them to fill in invoices automatically. If the opportunity has product lines, make sure each one has its billing fields filled in. See Step 2: Prepare Salesforce for ScaleXP Invoicing.
• Choose the entity: if more than one accounting entity is connected, select one in Working in.
• Rebuild the invoices: click Auto-Fill, or add an invoice yourself with Add Standard Invoice or Add Recurring Invoice.

An invoice won't sync to QuickBooks or Xero

If an invoice fails to sync, a failed import message pops up and the invoice stays in Draft. Check the following, then click Sync to QuickBooks or Sync to Xero again:

• Contact: a contact is selected, and it exists in your accounting system.
• Account and tax: every invoice line has a revenue account and a valid tax rate.
• Connection: your accounting system is still connected to ScaleXP.

If it still won't sync, contact support@scalexp.com or use live chat at the bottom right of the page.

The card isn't showing the latest invoice status

Invoice changes in QuickBooks or Xero, such as an invoice being paid, update the card once a day. To update it straight away, open the invoice editor and click Sync to Salesforce. See ScaleXP Invoicing: Data fields synced back to Salesforce.

An opportunity doesn't appear as a contract in ScaleXP

Check that the opportunity is Closed Won, its record type or type is assigned to New Customers or Renewals in Configure, its stage isn't excluded, and its close date is within the import window. Then click Sync now on the Salesforce connection. See Salesforce FAQ: Access, the contracts page, and managing contracts.

Related articles

• Start here: Automate invoicing from Salesforce
• Step 1: Install ScaleXP Invoicing in Salesforce
• Step 2: Prepare Salesforce for ScaleXP Invoicing
• Step 3: Map Salesforce fields to ScaleXP Invoicing
• Step 4: Send your first invoice from Salesforce
• Salesforce FAQ: Access, the contracts page, and managing contracts