If your invoices aren't appearing in Xero, don't worry - this is usually caused by one of a few common issues that are straightforward to fix. This article walks you through the most likely reasons and how to resolve them, including how to reconnect your Xero account if needed.
Common reasons invoices aren't syncing
1. Your Xero authentication has expired
The most common cause of sync failures is an expired authentication token between Ordermentum and Xero. This can happen after a period of inactivity or after changes to your Xero account. The fix is to disconnect and reconnect your Xero integration. See steps below.
How to reconnect your Xero account
If your Xero connection has expired or stopped working, follow these steps to reconnect:
Log in to your Ordermentum account.
Navigate to Settings > Add-ons.
Find your Xero integration and click Disconnect to remove the current connection.
Once disconnected, click Connect next to Xero.
You will be redirected to Xero's login page - enter your Xero credentials to re-authorise the connection.
Once authorised, you'll be returned to Ordermentum. Review your integration settings to make sure everything is configured correctly.
After reconnecting, manually re-sync any invoices that failed to sync during the outage.
Tip: After reconnecting, invoices won't automatically re-sync on their own. You'll may need to contact support to help trigger a manual re-sync for any invoices that missed the sync window.
2. The invoice has already been marked as Paid
Once an invoice is marked as Paid, Xero locks it. This means:
Ordermentum can no longer update the invoice in Xero
Any changes made to the order after payment won't sync across
If changes are needed on a paid invoice, you'll need to manage them directly in Xero.
3. A sync error has occurred
Ordermentum will display a sync error message on the affected invoice when something goes wrong. Common errors include:
Sync unsuccessful - often a temporary timeout or backend delay
Account/Tax Rate must be Valid - the sales code in Ordermentum doesn't match an active account code in Xero
Missing GL account - an item doesn't have an expense account assigned
Check the error message on the invoice for guidance on what needs to be fixed before re-syncing.
4. Invoice sync hasn't been triggered
Ordermentum automatically syncs invoices to Xero when:
An invoice is generated
An order is updated (e.g. quantity or pricing changes)
An order is marked as paid
If none of these actions have occurred since a connection issue, the invoice may not have been sent. You can manually trigger a sync - see below.
Troubleshooting
My invoices still aren't appearing in Xero after reconnecting
Check the following:
The Xero integration shows as Connected in Settings > Add-ons
The invoice hasn't already been marked as Paid in Xero
There are no error messages displayed on the invoice
The invoice has been manually re-synced after reconnecting
If everything appears correct and invoices are still not syncing, contact Ordermentum Support.
I reconnected Xero, but old invoices still haven't synced
Reconnecting your Xero account only restores the connection. It does not automatically re-sync invoices that failed during the outage. You'll need to contact Ordermentum Support for assistance.
Can I use the Resync button to re-push invoices?
No. The Resync and Mark as Resolved feature in Ordermentum does not support Xero. That feature is only available for integrations built on Ordermentum's integrations framework (NetSuite, Unleashed, MYOB Business and Advanced, Cin7).
For Xero, you must use the manual re-sync method described in the article below:
💡 See: Manually Re-sync invoices to Xero — step-by-step instructions for pushing individual or multiple invoices from Ordermentum to Xero.
Need more help?
If the issue persists after reconnecting and re-syncing, our support team is here to help:
Use the Help chat in the bottom-right corner of Ordermentum
Or email support@ordermentum.com