If you see a Connection Error message inside ScaleXP Invoicing, the link between ScaleXP Invoicing and Xero has been lost and the app can no longer access your Xero data. This article walks you through reconnecting your Xero account from the ScaleXP Invoicing dashboard so you can get back to creating and syncing invoices.
Why the connection drops
A lost connection is usually temporary and easy to fix. It most often happens for one of these reasons:
- The Xero API is down or experiencing issues for everyone. You can check the current status on the Xero developer status page (note that it can take a while to update).
- Your connection between Xero and ScaleXP Invoicing has been lost. This is the likely cause if the problem persists for more than a few hours, and is often because your user permissions inside Xero have changed, or because someone has disconnected the app from Xero.
While the connection is broken you will not be able to use the app until it is restored. Before you start, make sure you have your email address and password for ScaleXP Invoicing, and a login to Xero (this does not need to be the same email address you use for ScaleXP Invoicing).
Step one: Log in to your dashboard
- Go to the ScaleXP Invoicing accounting dashboard.
- Log in using the email address and password you originally used to sign up.
Make sure you are using the same email address you originally signed up with. If you have forgotten your password, use the reset password feature to set a new one. If you are unsure which email address to use, reach out to the support team and let them know which company you are from.
Step two: Reconnect
- If you followed the link above, you will already be on the accounting screen with Xero listed. If not, choose Accounting from the menu.
- Press Reconnect next to the Xero account.
If you do not see any Xero accounts listed, you may be logged in to the wrong account. Head back to step one and check you are using the correct email address.
Step three: Authorize Xero
- After pressing Reconnect, you will be asked to log in to Xero. You can use a different username and password here, so it is fine to use a colleague's account.
- Xero will then confirm you want to connect ScaleXP Invoicing. Use the drop-down to select the correct organization. If it is greyed out or listed as Already Connected, simply press Continue at the bottom of the page.
You will be redirected back to the dashboard and the reconnection is complete. You should now be able to use ScaleXP Invoicing as normal. If you run into any issues, reach out to the support team and we will be happy to help.