Troubleshooting Xero Integration in ClickTime Australia | Common Payroll Sync Issues & Fixes

Troubleshooting Xero Export


Validation Exception Error

     Possible Reasons

  • Leave names do not match between ClickTime and Xero
  • Hire date is after the start of the pay period

     Solutions
  1. Check leave items in the timesheets, and use this to match the leave name in Xero - they must match
  2. If pay rates have been changed recently, re-sync the employee, or re-approve the timesheet
  3. Check leave names in ClickTime and edit them to match in Xero

Employees Not Found

    Possible Reasons

  • The employee's name/email doesn't match between Xero & ClickTime

     Solutions
  1. Check & make sure names and emails match exactly in Xero and ClickTime.

Invalid Leave Period Provided

     Possible Reason

  • Xero pay calendar does not match the export date range or the export pay cycle set in ClickTime

     Solutions

  • Match the exported pay period between ClickTime and Xero - They must match


Timesheet is not a Draft Timesheet

     Possible Reasons

  • The timesheets have already been approved in Xero

     Solutions

  • In Xero, revert the employee timesheets to "Draft" status. Attempt to export the timesheet again

 

Timesheet already exists/Timesheet cannot be overwritten

     Possible Reasons

  • Employee has submitted a timesheet in Xero

     Solutions

  • Decline the timesheet and revert it to 'Draft' status. Attempt to export the timesheet again

Pay Element not found

    Possible reasons      
    If you're utilizing ClickTime Pay Templates & Overtime, it's essential to ensure there's a corresponding
    Pay Item in Xero that matches the  Pay Category/Export code used on your ClickTime Pay Template.
    The Payroll Category/Export Codes defined in ClickTime must be mirrored in Xero as Earning Rates,
    and both need to be in perfect alignment.


     Solutions
     In Xero, go to Settings > Payroll Settings > Pay Items. Check the relevant Pay Item or create it if it wasn't there

    You will need to make sure that:

  1. Each employee has an Ordinary Earnings Rate 
  2. This earnings rate must be a pay rate with the type "Ordinary Time Earnings"
  3. The Rate Type field set to "Rate per Unit", "Fixed Amount" or "Multiple of employee's ordinary earning rate". Consult with your account
  1. If the The Rate Type is set to "Rate Per Unit", then the [ Type of Units] field must be set to  "Hours". If it is not, you will receive a "Pay Element Not Found" error when exporting
  2. For overtime, you can set the  Rate Type  to "Multiple of employee's ordinary earning rate",  and set the multiplier to be 1.5 or 2.0 or whatever value you desire based on your business needs. Consult with your account on how to configure overtime in XERO                                                                                                                                                                                                                               

         Click the below image to see an example of an earning rate pay item created in Xero
                      
           
          See this helpful article on how to set & configure Xero 



Rates exported to Xero (from ClickTime) are wrong, even AFTER re-syncing the employee and re-approving the timesheet

     Possible Reasons

  • Employee is syncing to previous (discarded) employee profile in Xero

     Solutions

  1. Check if there's a duplicate employee in Xero (check under history)

  2. Check if employee shares an email in Xero with another employee


This timesheet already exists, please provide the timesheet ID

Possible Causes
1. Ensure that you have selected the correct Pay Cycle or Period in ClickTime for export. It's important to confirm that the chosen Pay Cycle aligns with the Pay Run in Xero
2. ClickTime cannot replace/update existing timesheets in Xero. If you need to update the timesheets in Xero, the draft timesheets in the Xero Payrun need to be deleted before you can re-send from ClickTime

Superannuation Error

     Possible Reasons

  • No superannuation in employee's template in Xero

     Solutions

  • Add superannuation in employee's pay template in Xero


Scope Not Recognised

     Possible Reasons

  • Xero account is from a country we do not integrate with/support

     Solutions

  • We can only export to Xero instances from Australia


Earnings Rate Does not Exist or Invalid / Pay Category - Export Code Dose Not Exist or Invalid

     Solutions

  1. Check pay categories and export codes in ClickTime, and use this to match the earning rates in Xero - they must match   

  2. Recalculate. Select the employee or all employees in export and click the [recalculate] button. This action will use the latest modified and corrected pay categories, export codes & pay templates in ClickTime.


Employee XX doesn't have an ordinary earning rate

     Make sure the employee profile in Xero is assigned an ordinary earning rate.

  1. Go to Employee >  Employment , Make sure the employment type is set to "Salary & Wages"

  2.  Scroll down to the ordinary rate drop-down field and assign the proper ordinary rate value

         


Error message: An Invalid Pay Item Has been used in your Xero Payroll

Fix 1:

  1. Check pay item’s on the erroring timesheet are set up correctly in Xero under payroll Settings.

  2. ClickTime requires the item to be set to Rate Per Unit with Unit Type Hours. They Can also be set up as a “Multiple of employees ordinary earnings Rate”.

  3. It is also Important to check that there are no spaces added to the end of the Earnings Name or Type of units Field.

Fix 2:

Inspect your inactive pay items for duplicates. If any match active items, you'll need to reactivate them and either remove them or give them unique names before deactivating them again.





Export Failed - Employee - happens when retrieving data of this Employee from Xero

     Solutions

  • Check base rate is assigned in the Employment and Pay Template tab and then export again.
  • Contact Support

No Payroll Calendar found

     Possible Reasons

  • A valid Payroll calendar does not exist in Xero. 

  • The Payroll calendar is not assigned to the profiles of the staff in Xero. 

  • There are active Xero pay runs.

     Solutions

  1. Check Payroll Calendar exists. This can be seen within settings > payroll settings > calendars.

  2. The Payroll calendar that you're exporting for should have dates that match with the pay period (dates) that you're exporting Timesheets for in ClickTime.

  3. Check that the Payroll calendar is assigned to the profiles of the staff in Xero. This can be seen by going to payroll > employees > select employee > employment > pay calendar. 

  4. if there is an active pay run, try to delete the pay run


Error message: An Unknown Error Occurred

The majority of the time, this can be fixed by disconnecting and reconnecting your Xero account from ClickTime