You may encounter an “Unable to refresh the trial balance” error due to one of two main reasons:
Chart of accounts updated via CSV
When an entity’s chart of accounts in Xero is updated using a CSV file, it can interfere with the system’s ability to link accounts correctly on the back end. This disruption prevents the trial balance from refreshing as expected.
What to Do: Email our support team at [email protected] with the following details:
The name of the entity experiencing the error
The name of the workpaper
Our team will investigate and restore the linking to ensure your trial balance can refresh properly.
Expired Xero Entity Connection
If the Xero connection has expired, a yellow banner will appear notifying you of the issue. This expired connection prevents the trial balance from syncing.
What to Do:
Navigate to the Entities Overview screen.
Go to Integrations then Xero.
Disconnect and then reconnect to Xero
Once reconnected, the trial balance should refresh as expected.
