What does it mean when I get an email saying the link to Xero has an error?

Sometimes our link to Xero can be affected by communication problems or if either ourselves or Xero are having some kind of outage. Normally, we can resolve this ourselves and no action from you is required.

If we are unable to resolve this ourselves, we will send you an email that will look something like:

"Pinch to XERO sync error detected"

This is telling you that we aren't able to re-sync and we will need you to re-authenticate our application. This is pretty straight forward to do. Just follow the steps below:

1) As shown below, the portal is letting you know that the sync is broken and to click on the button at the top right to re-authenticate

Figure: Pinch portal showing a sync error with Xero

2) Click the "Re-Authenticate with Xero" button to be taken to Xero. It's important that you then choose the same organisation from your Xero account

Figure: Selecting the correct organisation from Xero is important!

3) You will then be taken back to Pinch and be directed to the Xero configuration page. Unless your bank details have changed in Xero, you can click next through this wizard.

Figure: Getting started page for configuring Xero account

4) You are now all finished, and your Xero account is connected once more.

Figure: Portal showing Xero connection active again

If your portal does not show this message, please contact support and we will help you out.