FAQ (Xero)

installation & setup common errors the account matching page does not load the accounts from my accounting system please confirm you have bank accounts configured in your accounting system no other types of accounts will be shown on this page common questions do i need to update my companion app? no! your companion app connection will be updated automatically who from my company is needed to help connect to the companion app? please ensure whoever is creating the connection has the ability to approve connections with third party applications also, prepare a list of any users who you would like to have access to the companion app so they can be sent an invitation how can other members of my company get access to the companion app? please reach out to the support team with the individual’s name and email address so additional they can gain access to the companion app payables common errors a bill is not showing up in the companion app if a bill that you created in your accounting system has not loaded into the companion app, please confirm that your sync is working check when the companion app last synced by looking at the bottom left hand corner of the sidebar if this time period is greater than when you created the bill, you will need to re authenticate please navigate to the connectivity tab and disable your accounting system connection after, please reconnect and go through the installation wizard the bill should now appear if the issue persists, please reach out to support common questions how can i remove a bill from the companion app? if there is a bill in the companion app that you have paid in your accounting system and you no longer want to have displayed, please reach out to support how do i update my vendor payment information? the companion app enables you to store and manage vendor payment information within the application click on vendors in the sidebar and then select the vendor you would like to update navigate to the banking details sub tab to add, update and manage banking information how do i know the status of my payments? to see the status of your payments, click on the my bills section in the sidebar and then select payment history on this page, you can utilize the column filters to find the payment you are looking for so you can view the status can i pay multiple invoices in one payment rather than a payment for each individual invoice? yes, you can enable this feature by going into the vendor and selecting the toggle for combine bills from this vendor into one payment under the products tab this feature will group all selected bills for a single vendor into one lump sum payment bank statements common errors the csv file is not downloading from the balances & transaction page you may have a pop up blocker enabled on your browser please check if the pop up blocker is preventing the download from appearing, and then try again common questions how do i define a date range for my export? if you would like your exported file to be within a specific date range, you can configure this by clicking view and selecting a date range on the transactions page how do i add additional bank accounts to the companion app? if you have additional bank accounts you would like to add to the companion app, please reach out to your bank representative once those accounts have been added, navigate to connectivity > click on the three dots beside your accounting system > account matching and match the bank accounts with an account from your accounting system