Introduction

There may be times when your Xero organisation is unable to be connected with Xonboard. Generally, this will be related to permission issues, however, there are a few other reasons this would occur.

Troubleshooting

When Xonboard is unable to create the connection with your Xero organisation, you may notice an error "Xonboard cannot access this organisation". Some things to check in this case include:

• Ensure your Xero user account has the Payroll admin user access for the Xero entity you are trying to connect. Without this user permission, you will not be able to establish the initial connection.
• Ensure Payroll is included in the subscription for the Xero entity. Xonboard interacts directly with Xero Payroll, therefore you will need to have the Payroll module included in your plan.
• Ensure Payroll has been initialised for the Xero entity. To initialise payroll, you must open the payroll tab in Xero at least once. You may also need to set up some things in Payroll settings beforehand.
• Check the organisation is located in Australia, as we do not provide employee onboarding for any other country at this stage.

In instances you had previously connected your Xero file with Xonboard and the connection has dropped out, it typically means that Xonboard has dropped off the Connected apps section in Xero. To check this, open the Connected apps in Xero and search for Xonboard.

If it is not listed here, you'll need to login to Xonboard, go to Manage Xero Connection to reconnect.

Questions?

For further support or feedback please reach out to us at [email protected]