Troubleshooting the Xero connection

If Payreq shows an authorisation problem

Open Account settings, open the Xero connection and select Connect to Xero. Sign in to the correct Xero account, select the intended organisation and allow access again.

Stop one invoice subscription

Open Subscriptions, select the organisation and subscription, then select Unsubscribe. This stops that subscription without necessarily removing the whole Xero connection.

Disconnect Xero

Open Account settings, select Disconnect from Xero and read the confirmation carefully.

Disconnecting deregisters every subscription linked to that Xero connection. This is intended behaviour: it stops Payreq routing documents to a place that can no longer receive them. Documents already delivered to Xero are not affected and stay where they are.

If you want to stop one organisation's invoices but keep the connection, unsubscribe from that subscription instead, as above.

If the connection stops working

When Payreq cannot connect to Xero because of an authorisation problem, the Connections page shows Reconnection required, an authorisation warning and Connect to Xero.

Payreq also sends a Payreq Xero Connection Requires Attention email each day for 14 days. The email explains the authorisation problem, directs you to Account settings and Connect to Xero, and warns that the connection and all associated registrations will be deactivated if the connection is not updated within 14 days.

The 14-day period is stated in the email. The Connections panel shows that reconnection is required, but does not show the number of days remaining.

If nothing is done in that time, the connection is dropped and the subscriptions linked to it are deregistered, the same as a manual disconnection. Reconnecting after that means subscribing again, so act on the warning emails rather than waiting.

Which support team to contact

Contact Payreq Support if Payreq cannot complete the connection or forward a supported invoice after authorisation succeeds. Contact Xero Support for Xero access, organisation permissions, Xero outages or how to manage the resulting invoice inside Xero.

Include the Payreq account, Xero organisation, issuing organisation and exact error when asking for help. Do not include passwords or authentication codes.