Xero isn't syncing
Timesheets won't post, hours are missing from the Xero pay run, or leave and staff aren't reaching Xero? Find what Shiftly is telling you and how to fix it.
Shiftly checks your timesheets before it sends anything to Xero, and it tells you why when something can't go. Most problems show up in one of four places: the Post timesheets to Xero window, a timesheet's status, a leave request's payroll status, or a staff member's row on the People page.
Who this is for
Owners and managers using the Shiftly web platform with Xero connected.
Before you start
- You post timesheets from Time → Timesheets, on the Xero payrun tab. The tab only appears once Xero is connected and set up.
- Only approved timesheets are sent. See Send approved timesheets to payroll.
"Fix this before you can post"
What you see: a red message at the top of the Post timesheets to Xero window. When the problem is in your Xero setup, the post button is replaced by Open Xero settings.
Why: something in your Xero setup no longer lines up with Xero. The message names it, for example:
- an earnings rate that's been archived or deleted in Xero, or one set as a fixed amount rather than a rate per hour,
- a wages expense or superannuation account that no longer exists in Xero, or
- a Shiftly pay category that isn't matched to a Xero earnings rate.
Fix: select Open Xero settings, match the named item to a current rate or account in the Set earning rates step, save, then post again. See Set up pay settings for Xero.
If the message says "No payroll system is connected for this location. Connect one in Integrations, then post again.", connect Xero first. See Connect Shiftly to Xero.
Someone is in "Unable to post"
The window lists each employee as Ready to send or with a reason they can't be sent. Hover over the status for the full reason, and select Resolve where it's offered.
| Status | Why | Fix |
|---|---|---|
| Not in payroll | They aren't linked to an employee in Xero yet. | On the People page, select Sync to Xero on their row, then post their timesheets again. |
| Contractor | Contractors are paid through bills in Xero, not payroll. | Pay them separately in Xero. |
| Salaried | Salaried employees are paid their salary directly in Xero, so their hours aren't sent. | Check their salary is set up in Xero. |
| Already in payroll | Their Xero timesheet for this period isn't a draft any more, so Shiftly can't change it. | Revert it to a draft in Xero, then post again. If the pay run is already processed, correct the hours with an adjustment in the next pay run. |
The window also tells you what it left out, such as timesheets "still waiting to be approved", volunteer shifts (never sent to payroll), and shifts with no recorded time.
The hours are in Xero but not in the pay run
Why: Shiftly sends timesheets to Xero either as drafts or as approved. Draft timesheets don't appear in the Xero pay run until you approve each one in Xero.
Fix: approve the timesheets in Xero before you finish the pay run. If you'd rather skip that step, turn on Send to Xero as approved at the bottom of the Post timesheets to Xero window. You need permission to change business settings to see it.
Posted some employees after the pay run was created? Xero builds a draft pay run around whoever is in it at the time. Open the pay run in Xero and use Reset pay run, or the people you posted afterwards won't be paid from it. Shiftly warns you about this before you post.
A timesheet shows Warning
Why: the hours reached Xero, but the payslip couldn't be finished, for example because allowances or position bonuses couldn't be added. Select the Warning pill to open Timesheet warning, which says what went wrong for each person.
Fix:
- Pay run locked: open the draft pay run in Xero and use Reset pay run, then come back and select Retry all.
- Deductions too high: their deductions are more than they earned this period, so Xero can't build the payslip. Adjust the deductions in Xero, then retry.
- Anything else: select Retry all. It finishes the payslip in Xero without counting the hours twice. To retry only some people, tick their rows first.
If you've already fixed the payslip in Xero yourself, select Mark all as resolved instead. That only updates Shiftly and sends nothing to Xero.
A timesheet shows Skipped
Why: Shiftly couldn't post it and left it untouched. Select the Skipped pill to open Timesheets skipped and see the reason for each one.
Fix: fix the reason shown, then select Retry post. For example, Missing in payroll means the employee was linked but no longer exists in Xero: sync them to Xero again from the People page, then retry. Payroll unreachable means Shiftly couldn't read their Xero record just then, so try again shortly.
Other messages when you post
- "A Xero posting run is already in progress for this location." Posting runs in the background. Wait for it to finish, then post anything left over.
- "Xero's current pay period now ends …, which doesn't match the period you're posting into." The pay period changed in Xero since you opened the page. Reload the Timesheets page and post again.
- "Xero is temporarily rate-limiting requests." Xero is limiting how fast Shiftly can send. Wait a minute and try again.
Shiftly can't connect to Xero
What you see: "Unable to connect to Xero. Please reconnect your account." or "We were unable to connect to Xero. Please reconnect your organisation.", and owners and managers may get a Xero disconnected notification.
Why: Xero stopped accepting Shiftly's access, for example because someone removed Shiftly from the connected apps in Xero. When that happens, Shiftly disconnects the organisation to keep your data safe.
Fix: open Integrations from the account menu (your initials, top right) or from Business settings, and look at the Xero card.
- If it still shows as connected, choose Reconnect to Xero from the card's menu, then sign in to Xero and approve access.
- If it shows Get started again, Shiftly has disconnected it. Connect Xero again from the start.
See Manage or disconnect your Xero connection.
Leave isn't reaching Xero
Open the leave request and check its payroll status:
- Xero sync failed shows the error from Xero underneath. Fix it, then select Retry sync.
- Employee not linked to Xero means the staff member isn't linked to Xero yet. Sync them from the People page first.
For leave types that are missing from Shiftly, open the Xero card menu on Integrations and choose Refresh leave catalogue. See Approve or decline leave requests.
A staff member won't sync
On the People page, check the payroll status on their row:
- Retry means their last sync to Xero failed. Hover over it to see why, then select it to try again.
- Re-sync user means their details are out of sync with Xero. Selecting it imports their details from Xero.
See Keep staff in sync with Xero.
Related
Staff member can't sign in
Help a staff member back into Shiftly Me or the venue kiosk by checking their email, sending or creating a sign-in code, resetting their password, or setting a new kiosk PIN.
Integrations
Connect Shiftly to the tools you already use. Connect Xero payroll, set up its pay settings, and see exactly what syncs.