Frequently Asked Questions - FAQ

View answers to common questions regarding our integration to Xero.

Does Connection to Xero cost an additional amount?

Yes - Pet Manager to Xero connection is provided through an Addon within Pet Manager. To enable this you must agree to the additional amount to be added to your monthly subscription. To view pricing for the Xero Addon, please visit the Xero Addon Pricing page.

You are also responsible for paying for your Xero subscription separately from Pet Manager. Please see their pricing page for details on the cost of Xero.

When does data syncing occur?

Once you have completed all the 4 setup steps and pressed the "Start Syncing Data" button, you data will automatically sync to Xero every 3 minutes.

You do not need to press any further buttons to initiate syncing.

What do I do if I have lost connection to Xero from Pet Manager?

Simply head over to Settings > Integrations > Xero (Accounting).

If the status is "not connected" then click the "connect" button and then login to xero and select the correct account to commence syncing again.

How do I see why a certain invoice is not syncing?

You can view the live results of syncing on the Accounting Dashboard. This can be accessed through the little icon at the top of the page.

or through the Dashboard menu...

The Accounting Dashboard shows the results of syncing and if there are any issues.

How do I deal with an invoice that has not synced?

It depends on the reason for the item not syncing. One common issue we see is "can not sync payment to an invoice that is not synced to xero".

This might occur if you have been using Pet Manager prior to connecting the Xero Addon and set a sync date that is recent. You may have some older invoices that have not synced and when you take a payment it is in the period syncing to xero, but can't flow to Xero because the invoice itself was before the sync start date.

You have 2 choices here.

1) Change your sync data back to include the invoice that was missed. This is not normally the correct course of action because you will have a date that you want to sync from.

2) Just make sure you have manually accounted for the payments yourself in Xero. Then you can click the "resolved" button and Pet Manager will no longer try to sync that item.

You can always contact our suppot if you can't work out how to resolve a sync issue.