Xero FAQ

How do I remove the Xero integration completely?

If you want to disconnect your Xero account and remove it completely from Sonas, go to Venue > Integrations and click the remove button on the Xero tile. Remember that all previously added information will remain in your Xero account, and you will need to delete it manually.

What happens if my Xero account gets disconnected or I see activities with system errors?

On some occasions, you might receive a system notification saying your connection with Xero has been lost or asking you to revise your account settings. This might happen, for example, if you change the code or description of your Xero Accounts or update some organization settings. If your connection is lost, you can reconnect from the Xero Integration Settings.

In the other cases, you might need to refetch the latest Xero information from your account and update your config to use your latest changes. To do this, click on Actions > Refresh Xero Data.

Can I use multiple Xero accounts/organizations for my different venues?

Yes, each venue can add its own Xero account or use a shared one if required. However, only one organization can be used per venue.

What is not covered by the Xero integration?

• Synchronizing quotations/draft invoices
• Importing invoices/credit notes created directly in Xero
• Creating existing Xero taxes in Sonas
• Reconciling bank transfers in your Xero account automatically (we try to help match invoices and payments with the description)
• Creating any sort of Xero reports

When and how does data sync occur?

Syncs occur on the half hour. After an invoice is created, it waits at least one hour before syncing to allow time for corrections. If you just created an invoice and don't see it in Xero yet, wait for the next sync cycle. You can confirm an invoice has synced by looking for the "Xero Sync" tag on the invoice. Check Event Activities and System Logs for sync errors.

Please check this article for a more in-depth explanation of the process.

What do I do when I get a sync error due to removed contact?

You received the error, "Problem with Integration - Error creating Xero invoices: Error finding contact for INV-XX-123456 it might have been removed/archived." This the result of you either deleting or archiving the contact. The financial record cannot sync if there is no contact. To fix this, you must unarchive the contact or add back in. Within a few hours Sonas will retry the sync.

What do I do when I get a tax code sync error?

If you see an error like "The TaxType code 'OUTPUT2' cannot be used with account code 'XXX'", it means the Xero account is not configured to allow the tax rate assigned in Sonas. Update the account settings in Xero to permit the correct tax rate, then go to the Xero Integration Settings in Sonas and click Actions > Refresh Xero Data. You do not need to disconnect and reconnect Xero.

How do I update Xero account codes or settings without disconnecting?

You do not need to disconnect and reconnect Xero after making changes to account codes or settings in Xero. Simply update the settings in Xero, then in Sonas go to the Xero Integration Settings and click Actions > Refresh Xero Data to pull the latest information.

What does the "Problem with Integration - Mismatch between data stored in Xero and Sonas" error mean?

This error appears in System Logs when an invoice that has already been synced with Xero has different values in Sonas and Xero. This typically happens when an invoice is manually edited in Xero after it was synced from Sonas. The mismatch prevents automatic journaling from completing for that event.

To identify the affected invoice, go to Activities and filter by Error Synchronising Invoice or Error Synchronising Credit Note, then match the date and time to the alert in System Logs.

To resolve this, contact Sonas support. Two options are available:

1. Tag the event as "already journaled" — Sonas will stop attempting automatic journaling for that event. You will need to handle the journaling manually in Xero.
2. Update the invoice amount in Sonas to match Xero — This allows automatic journaling to proceed normally.

Tip: If you do not use automatic journaling from Sonas and prefer to post journals manually, you can disable it entirely from the Xero Integration Settings for each venue.

Why does marking an invoice as paid in Xero not update it in Sonas?

Marking an invoice as paid in Xero will only auto-verify the payment in Sonas if the customer has first reported the payment via the Customer Portal (i.e., the invoice has a payment waiting for manual verification). If the invoice is simply in a "pending payment" state and no payment has been reported by the customer, marking it as paid in Xero will not update the status in Sonas. In that case, you need to manually mark it as paid in Sonas.

What does the "Mismatch between data stored in Xero and Sonas" error mean?

This error occurs when an invoice was manually edited in Xero so the line items no longer match what Sonas expects. To fix this, edit the invoice in Xero so both the amount and the description of each line item match what Sonas shows. Changing the amount alone is not sufficient — the description must also match for reconciliation to succeed.

What does "Mismatch between data stored in Xero and Sonas" mean?

This error occurs when an invoice was manually edited in Xero so the line items no longer match what Sonas expects. To fix this, edit the invoice in Xero so both the amount and the description of each line item match what Sonas shows. Changing the amount alone is not sufficient — the description must also match for reconciliation to succeed. To resolve this, turn off journaling for the particular event, Event > Transactions > Skip Xero Journaling.

If you manually edit synced invoices in Xero (e.g., to adjust for a cancellation fee), expect this mismatch error to appear.

How do I view Xero error logs?

You can view Xero sync errors in the Activities section of an event. Filter activities by "Error Synchronising Invoice" and "Error Synchronising Credit Note" to see all sync errors. You can match the date and time of these activities to alerts shown in System Logs.

How do I disable automatic journaling?

If you prefer to post journals manually in Xero and don't use automatic journaling from Sonas, you can switch it off from the Xero Integration Settings for each venue. Navigate to the Xero Integration settings and disable the automatic journaling option. You need to do this separately for each venue.

Updated on: 26/06/2026