Troubleshooting
Troubleshooting: Budget isn't changed in ApprovalMax after being reuploaded in Xero and synced
When you reupload a CSV budget file in Xero, Xero doesn't change the “last updated” date. Therefore, ApprovalMax doesn't sync any changes. To resolve this, please edit at least one amount manually and save that change in Xero. Then sync the budget to ...
Troubleshooting: the amount for any split or changed line items must remain the same as the original amount
During a Bill's review and coding, Approvers/Reviewers are allowed to change Tax/Price/QTY for the line items. However, the total Bill amount for each line item should not be changed if the fields Qty, Price or Tax have been changed; otherwise, you ...
Can I as an Administrator edit not yet approved Bills/Purchase Orders on behalf of the Requester? (Xero)
Only Requesters* can amend Bills/Purchase Orders created in ApprovalMax up to the point of final approval. Administrators can force a decision but cannot edit a request if he/she is not the Requester for that particular request. (*) Approvers in the ...
Troubleshooting: why can Approvers not approve a Bill? (Xero)
If an Approver is not able to approve a Bill and sees the error message "Please fill in the missing information before you approve this Bill", it means the Bill should be coded according to the rules specified in the Reviewer matrix - and then it ...
Is it possible for the Administrator to be notified about approvals/rejections? (Xero)
If the Administrator is not an Approver or Requester, they will not be notified about approvals/rejections. As a workaround it is possible to build a report for approved/rejected requests and email it according to the schedule.
Troubleshooting: why are my Xero Purchase Orders/Bills not pulled to ApprovalMax?
In order to pull Purchase Orders/Bills from Xero, you need to ensure the following: 1. The Purchase Order/Bill workflow is activated and the "Pulling from Xero" step is set up: How do I set up the "Pulling from Xero" step for Purchase Orders? How ...
Why can I not offboard a user? (Xero)
If, while setting replacements during offboarding, you see below message: you'll need to check your approval workflows (including inactive ones) and select at least one Approver/Requester per step. The reason for this error is that for Organisations ...
What if I set a manual exchange rate for my document and then delete it? (Xero)
If you delete a manual exchange rate, the automatic rate will be applied to documents based on the date of change.
What if I need to resubmit a request not in default currency with document date in future? (Xero)
For requests with document date in future automatic exchange rate will be applied based on the creation date (if manual rate is not set). If you change the request and resubmit it for approval, the exchange rate as of the day of resubmittion will be ...
I've set a request date in the past, will the exchange rate be calculated automatically based on this date?
No, the automatic exchange rate is calculated based on the current date (date of creation/change). If you need to apply an exchange rate from the past, please set a manual exchange rate.
Will the automatic exchange rate be recalculated if I edit a request before its final approval? (Xero)
Yes, the automatic exchange rate will be recalculated based on the date of editing. If you want to keep the exchange rate as it was on the day of creation, you need to set up a manual exchange rate for the request. A disclaimer is visible in the edit ...
What is the manual exchange rate in Xero?
Organisations with multiple currencies struggle to provide the required exchange rates for specific requests: currently all requests are created with the current rate, which works fine for today's and future dates but fails to meet the expected ...
How can I detect if particular costs are being allocated to a wrong or unplanned account?
ApprovalMax doesn't check budgets against 0 items. If you want to find out which costs have been allocated to a wrong (unplanned) account, there is a workaround you can use: Assign "1" in the Xero Budget Manager to each of such accounts in each ...
Why don't I see any Budget Checking in my Bills/Purchase Orders?
ApprovalMax doesn't track budgets against 0 lines, which means: if a Xero budget line equals 0, ApprovalMax will not perform Budget Checking for such items. More reasons you can find here.
Why are the attachments of a Bill in Xero not synced to ApprovalMax?
Scenario: A Bill was created and submitted for approval in Xero. Attachments that get added to that Bill at a later stage (usually via an OCR solution) don't show in ApprovalMax. Reason: Unfortunately, an attachment itself does not trigger a document ...
How to handle Bills that have been mistakenly approved in ApprovalMax
After their final approval, Bills get pushed to the accounting system and it’s no longer possible to edit any Bill data in ApprovalMax. However, if a Bill should have been rejected due to incorrect data but was instead approved, there are several ...
Why do phone numbers and delivery instructions not sync from Xero to ApprovalMax?
Although you can add in Xero phone numbers and delivery instructions as contact delivery details, these fields won't be synced to ApprovalMax due to Xero API limitations. If you need to specify phone numbers and delivery instructions, you have to do ...
Managers are not receiving email notifications about Bills/Purchase Orders pending their approval
In order to receive such notifications, three conditions must be met: Only managers that are taking part in the approval of a particular request are notified about it by the system. In their profile, managers must have turned on the notifications. ...
Can Account Codes be hidden from Approvers?
If you don't want Approvers to see where an expense gets allocated to because you don’t want to confuse them, you can use the following solution: Account Codes can be set as optional in the Requester matrix. Then, Requesters don't need to specify an ...
Can I set a default text for Emails to the Supplier?
It is currently possible to set a default wording in the standard email which gets sent to the Supplier once a Purchase Order has been approved. Please note: sync of default email template from Xero is not supported.
Is it possible to copy a Purchase Order to a Bill without the attachments? (Xero)
Currently, when copying a Purchase Order to a Bill, all Purchase Order attachments are copied together with the Purchase Order PDF and the Purchase Order audit report. It is not possible to choose whether you want to copy the Purchase Order's ...
Can approvers see only their line items in the request?
If requests have multiple lines with different tracking categories/accounts etc. that need to be approved by different Approvers, it is possible to set up different approval conditions for each Approver in the approval matrix. Please see an example ...
Why do I still see approved Invoices in the "Awaiting Approval" list in Xero?
ApprovalMax pushes only fully authorised Invoices (i.e., all assigned Approvers have approved) to Xero. Once an Invoice has been fully approved, it'll bear the "Approved" watermark and have the approval audit report attached. You'll be able to open ...
How can I restrict Approvers from changing Approvers on the fly? (Xero)
If you want to restrict Approvers from changing or adding Approvers in the request itself, please contact the Customer Support team. We will then enable a special feature for your Organisation, which prevents that Approvers can make such changes. ...
What can I do if accounts/tracking categories/taxes...do not sync to ApprovalMax?
If data such as accounts/tracking categories/taxes etc. don't sync between ApprovalMax and Xero, there might be a problem with the cache. When you created a request in Xero and some of the data doesn't show in ApprovalMax, please try the following: ...
ApprovalMax is getting disconnected from Xero
Once in a while your Organisation might get disconnected from the Xero file. We're aware of this issue. This could be due to a variety of reasons, but can usually be resolved by connecting to Xero again. In order to connect to Xero again, click on ...
Why do I get an "5015 - Failed to validate signature" error?
Sometimes you might get an email saying that ApprovalMax can't connect to Xero due to the "5015 - Failed to validate signature" error. There is an ongoing technical issue that we currently can't overcome: the Xero connection breaks up if a Purchase ...
What does "Xero API call rate exceeded" mean?
Xero has set a limit for how many times we can call its API. When this limit is reached, the error message "Xero API call rate exceeded" appears. In this case, you’ll need to wait until it’s gone. Learn more here: ...