Exporting invoices troubleshooting guide
Welcome to the troubleshooting guide for exporting invoices on Okappy.
If you’re experiencing issues or have questions about exporting your invoices, you’ve come to the right place. This guide aims to address common problems and offer solutions to make your invoicing process as smooth as possible.
If you need to review any changes made to an invoice, you can view its change log by following the steps outlined in our support article – Viewing the change log for an invoice.
The customer contact could not be created in Xero.
If one of your invoices is for a contact with invalid contact details, i.e., no name or a missing or incorrect email. Then Xero will reject the contact and the invoice will not be able to be posted.
To fix the error,
- Find the contact in the connection screen
- Select Change customer details
- Add any missing information
One or more line items must be specified
If one of your invoices contains a line without a valid Xero line item, then exporting the invoice will lead to this error.
To fix the error,
- click the three dots next to the relevant invoice
- Select View/edit
- Select the item dropdown (requires that Okappy is authorised with your Xero account. View more info)
- Select the relevant item for that dropdown
- Click the Update invoice button
- Re-export your invoices
The following screenshot show the line items from the Xero dummy company.
Invoice not of valid status for modification
This error occurs when you are trying to export an invoice that already existing in Xero and is either approved, paid or deleted/voided in Xero. Xero doesn’t allow you to re-import transactions that have already been approved, paid or deleted/voided.
If the invoice matches the invoice in Xero, then you can simply mark the invoice as exported in Okappy. If it is a different invoice, you will need to export it with a different invoice number.
To export your invoice with a different invoice number, first copy the invoice which will give you the same invoice details but with a new invoice number. Delete the original invoice and then re-export your invoices.
This document cannot be edited as it has a payment or credit note allocated to it
This error normally occurs when you are trying to export an invoice that already exists in Xero and is marked as paid or has a credit note attached to it. Xero doesn’t allow you to re-import transactions that have already paid.
If the invoice matches the invoice in Xero, then you can simply mark the invoice as exported in Okappy. If it is a different invoice, you will need to export it with a different invoice number.
To export your invoice with a different invoice number, first copy the invoice which will give you the same invoice details but with a new invoice number. Delete the original invoice and then re-export your invoices.
Invoice not of valid status for creation
This error normally occurs when you are trying to export an invoice that already exists in Xero and is marked as paid or has a credit note attached to it. Xero doesn’t allow you to re-import transactions that have already paid.
If the invoice matches the invoice in Xero, then you can simply mark the invoice as exported in Okappy. If it is a different invoice, you will need to export it with a different invoice number.
To export your invoice with a different invoice number, first copy the invoice which will give you the same invoice details but with a new invoice number. Delete the original invoice and then re-export your invoices.
The contact with the specified contact details has been archived.
This error – The contact with the specified contact details has been archived. The contact must be un-archived before creating new invoices or credit notes – normally happens when a contact has been deleted/archived in Xero and a new one created. Okappy will try and update the contact details and post the invoice but it can’t then the invoice won’t be exported.
You can resolve this by checking the contact details within Okappy match the new contact details in Xero or by updating your Xero contact.
Invoice # must be unique.
This error normally occurs when you are trying to export an invoice that already exists in Xero.
If the invoice matches the invoice in Xero, then you can simply mark the invoice as exported in Okappy. If it is a different invoice, you will need to export it with a different invoice number.
To export your invoice with a different invoice number, first copy the invoice which will give you the same invoice details but with a new invoice number. Delete the original invoice and then re-export your invoices.
Item code ‘xxxx’ is not valid
This error normally occurs when an item (product or service) was originally set up in Xero but has since been removed. To resolve the issue, you can either add the item back into Xero. See Using Xero inventory items for more information.
Alternatively, change the item on the invoice by
- clicking the three dots next to the relevant invoice
- Selecting View/edit
- Selecting the item dropdown (requires that Okappy is authorised with your Xero account. View more info)
- Selecting a new item for that dropdown
- Clicking the Update invoice button
- Re-exporting your invoices
The discount rate ‘xx’ is invalid. Discount must not be greater than one hundred.
This error occurs when a discount has been entered that is greater than 100%. The maximum discount which can be applied to any invoice line item is 100% in Xero. Please amend the discount and re-export your invoice.
Rate limit.
If you encounter a “Rate Limit” error during invoice export to Xero, it’s because you’ve exceeded the number of invoices Xero allows to be exported at once; please wait a few minutes before trying again or adjust the number of invoices you’re exporting.
Duplicate Document Number Error
This error means that there is already an invoice in QuickBooks with the same document number.
This could for 1 of 2 reasons. Either you have already exported the invoice from Okappy, or you created an invoice with the same number outside of Okappy.
If the invoice has already been exported from Okappy, you can Mark the invoice as exported from the three dots menu next to the invoice ID in Okappy. This means Okappy won’t try and export it again the next time you run the export.
If the Okappy invoice is valid and you do want to export it, then you will need to delete the existing invoice in QuickBooks.
CustomerRef is required
This error generally means that the customer is not set up in QuickBooks.
Okappy will automatically send a request to create the customer in QuickBooks. If you try and export the invoice again it should work. If there has problem setting up the customer in QuickBooks, you will need either check with QuickBooks or manually set the customer up in QuickBooks before trying to export again.
A business validation error has occurred while processing your request
This error means that one of the fields has too many characters. Likely the customer reference field.
String length is either shorter or longer than supported by specification
Again this is most likely due to one of the fields having too much text. Check the amount of text in the description and address fields in particular.
Invalid Reference Id
This is likely due to a sales item code being available when then invoice was raised but then subsequently deleted. Try changing the items on the invoices, saving and then re-exporting.
Request has invalid or unsupported property
This is most likely due to an invalid character in the one of the fields, most likely caused when copying information from another application into your invoice. Check the descriptions fields in particular.
CustomerID could not be resolved from Customer Code, or CustomerID was 0
This error normally occurs when you are trying to import your invoices but have not set the mappings.
To fix it, click the Return to input screen button. Re-start the process and ensure the column mappings are set.
If you still get the error, then also check that you haven’t set the account identifier to 0 in the Okappy connections screen.
Columns do not line up to headers
If the columns don’t line up with the headers, check that there are no commas in the reference or details columns. Sage50 uses a comma separated file (CSV) to import the date so if there are any commas in any of the fields, this will add a new column.
To fix, simply remove the commas in the upload file, or correct the relevant Invoice in Okappy, set the invoices back to not exported and then re-export to create a new upload file.
For further information
For further information search in our support pages or forum