Troubleshooting
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?
Currently, it is not possible to change the wording in the standard email which gets sent to the Supplier once a Purchase Order has been approved by default/synced from a Xero template. Requesters need to manually add the information in the body each ...
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 ...
Is it possible to split a request on the basis of its line items if they are to be approved by different Approvers?
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 Success 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: ...