While the Helcim Xero integration is designed to be seamless, you might occasionally encounter issues. This guide provides solutions to common problems and offers troubleshooting tips to help you get back on track.
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General troubleshooting tips
Check for error messages: The Xero integration page in your Helcim account will display error messages that can provide clues about the problem. Always check for these messages first.
Ensure proper setup: Double-check that you've correctly followed all the steps in the setup guide.
Test with a small transaction: If you're unsure whether the integration is working, try processing a small test transaction to see if it goes through correctly.
Integration errors
Integration errors can stem from problems with the connection between Helcim and Xero or incorrect mapping of accounts.
In all cases, an error message will appear on the integration interface in Helcim.
Carefully read the error message and follow any provided instructions to resolve the issue.
Connection errors
Sometimes, you may need to disconnect and reconnect the integration to fix connection errors.
If you're unable to resolve the issue or the integration shows "No data," disconnect and reconnect the integration in your Helcim account's Xero integration settings.
Your data in Xero will not be affected by disconnecting and reconnecting.
If you can't disconnect the integration from your Helcim account, you can do so from Xero. In Xero, go to "Manage Connections" and disconnect Helcim. Then, return to your Helcim account to reconnect.
Xero invoice not marked as paid
When a customer pays a Xero invoice through Helcim, Xero should automatically update the invoice as "paid," and the payment should appear as "reconciled" in your Helcim clearing account. However, in rare cases, a communication error can prevent Xero from reflecting the payment.
If this happens, your customer will see a message saying, "payment could not be updated in Xero, please contact the merchant."
The payment will still be received by your Helcim account, but Xero won't show it as paid.
To minimize the chance of this issue, the Xero integration automatically checks your Helcim account daily at 8:00 PM MST and imports any missing payments to Xero.
If you need the invoice marked as paid immediately:
Log in to your Helcim account and confirm that the transaction is approved in the Payments section.
Either wait until 8:00 PM MST for the automatic import, or manually create a payment in your Helcim clearing account in Xero for the amount received and reconcile it with the invoice.
Customer-facing errors
Your customers might encounter the following errors when paying an invoice:
Payment service is expired: This means the integration has been disconnected since the invoice was sent. You'll need to reconnect the integration and ask the customer to try paying again.
Currency does not match with invoice currency: The currency of the invoice must match the currency of your Helcim account. Your Helcim account can only process payments in its designated currency.
The invoice is not due: The invoice has already been marked as paid in Helcim.