Part of Ordlo Xero Sync Pro Documentation
Here are the most common issues with Ordlo Xero Sync Pro and how to fix them.
Sync Features Are Locked or Missing
If the sync settings, account mappings, or dashboard aren’t visible, your licence isn’t active. Go to Ordlo → Xero Sync → Licence, enter your licence key, and click Activate Licence. All features unlock once the licence is valid.
Can’t Connect to Xero
The connection requires your Xero developer app credentials to be saved first. Go to Ordlo → Xero Settings and confirm your Client ID and Client Secret are entered. If they’re missing or incorrect, the connection won’t work.
Also check:
- Your store is on HTTPS — Xero requires a secure connection for the callback.
- You’re logging in to the correct Xero account and have access to the organisation you want to connect.
Xero Shows a Redirect URI Error
This means the Redirect URI in your Xero developer app doesn’t match what the plugin is sending. Go to Ordlo → Xero Settings and copy the Redirect URI shown there. Then go to your Xero app at developer.xero.com/app/manage and make sure that exact URL is in the app’s redirect URL field. Save the Xero app and try connecting again.
Account or Tax Dropdowns Are Empty
These dropdowns are filled from your Xero account after you connect. If they’re blank, the connection has likely dropped or the Xero user you connected with doesn’t have access to the organisation. Reconnect from Ordlo → Xero Settings using a Xero account with the right permissions.
An Order Didn’t Sync Automatically
Check that the order’s status is one of the statuses ticked in Ordlo → Xero Settings → Sync Triggers. If the status matches but nothing synced, check that background processing is running on your site — go to WooCommerce → Status → Scheduled Actions and look for any stuck or pending actions.
A Sync Failed
Open the Ordlo → Xero Sync dashboard and check the error message next to the failed order. Common causes are:
- A missing account mapping — the plugin doesn’t know which Xero account to post to
- A missing tax code mapping — the order uses a tax class that hasn’t been mapped
- A product SKU was sent as a Xero item code before that item existed in Xero
- The Xero connection has expired — reconnect from Ordlo → Xero Settings and retry the order
Fix the underlying issue, then click Retry on the order, or use Re-sync all failed from the dashboard to retry everything at once.
Xero Invoice Payments Aren’t Updating WooCommerce
If you’re marking invoices paid in Xero but WooCommerce orders aren’t updating:
- If using webhooks: confirm the webhook URL and delivery key from Ordlo → Xero Settings are entered correctly in your Xero account settings, and that your site is on HTTPS.
- If using polling: confirm polling is enabled in Ordlo → Xero Settings → Xero to WooCommerce. Polling runs every 15 minutes so there may be a short delay.
Need Help With the Xero Developer App?
If you’re unsure how to create a Xero developer account, set up an app, find your Client ID and Secret, or add the Redirect URI, email info@ordlo.io and the Ordlo team will walk you through it.
Getting Help from Ordlo Support
For other issues, contact the Ordlo support team and include:
- Which version of Ordlo Xero Sync Pro you’re running
- Your WordPress and WooCommerce versions
- Your licence status and the connected Xero organisation name
- Whether your Xero developer app credentials are saved in the plugin
- The WooCommerce order number and Xero invoice number if applicable
- Screenshots of your account mappings, tax mappings, and any error messages from the dashboard
- Steps to reproduce the problem
