Unable to refresh tokens
Problem:
When you initially connect your Xero entities to Sync, the application saves a set of "tokens" that Sync uses to interact with your Xero entities. As these tokens must be refreshed frequently there are occasional errors. If the tokens cannot be refreshed, Sync will no longer be able to sync Invoices or contacts.
Solution:
Please wait a few minutes and re-sync the failed event. Or you can try and sync a new invoice or contact and see if that fixes the issue. If neither of these work, please contact support.
Invalid token set provided
Problem:
Sync could not save the tokens needed to talk to your Xero entities.
Solution:
Please wait a few minutes and re-sync the failed event. Or you can try and sync a new invoice or contact and see if that fixes the issue. If neither of these work, please contact support.
Could not get invoice mapping, Unable to get contact mapping
Problem:
Sync keeps a mapping for invoices and contacts to know which Satellite entity to process. Sometimes Sync cannot retrieve this mapping when it is syncing an invoice or contact and therefore cannot continue. This issue should only affect single invoices or contacts, but on rare occasions, Sync may be unable to process any of your resources.
Solution:
Please wait a few minutes and re-sync the failed event. Or you can try and sync a new invoice or contact and see if that fixes the issue. If neither of these work, please contact support.
Unable to create / delete invoice mapping, Failed to create the contact mapping
Problem:
Sync keeps a mapping of invoices and contacts to know which specific resource needs to be updated in the Satellite entities. Sometimes Sync cannot create (or delete) this mapping when it is processing an invoice or contact and therefore cannot continue. This issue should only affect single invoices or contacts, but on rare occasions, Sync may be unable to process any of your resources.
Solution:
Please wait a few minutes and re-sync the failed event. Or you can try and sync a new invoice or contact and see if that fixes the issue. If neither of these work, please contact support.
Minute Rate Limit Hit
Problem:
Xero limits how many times Sync can talk to each of your entities per minute. Usually, this is not an issue if you process your invoices and contacts in a steady way throughout the day. Sometimes you may need to process a lot of invoices in a short period of time. In this case, Sync will try and slow down its syncing to ensure that no limits are hit.
Solution:
Sync should successfully retry these events automatically within a few minutes, but sometimes it is unable to do so. If events are not automatically retried successfully, you can manually re-sync events from the Events page on sync.cimplico.com. If your events are still not syncing, please contact support.
Daily Rate Limit Hit
Problem:
Xero limits how many times Sync can talk to your entities per day. Usually, this is not an issue if you process your invoices and contacts in a steady way throughout the day/week/month. However, sometimes you will need to process a large number of invoices in a short period of time. In this case, Sync will try and slow down its syncing to ensure that no limits are hit.
Solution:
Unfortunately, if you hit a daily rate limit Xero prevents us from syncing any events for 24hrs. You CAN still create invoices/payments/contacts in the meantime, and Sync will queue them up until it is able to sync again. Sync should retry these events automatically when it is able to, but sometimes it may be unable to do so. If events are not automatically retried successfully, you can manually re-sync events from the Events page on sync.cimplico.com. If your events are still not syncing, please contact support.
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