Troubleshoot: Refreshing Actuals data in the Xero integration

When users are refreshing data from Xero, the most common difficulties we see are:

• you need more months of data
• you get an error, “Could not find the file you are trying to refresh”
• you clicked 'Refresh Data' and followed the steps, but the data in the Value Column and graph does not look updated

To solve these problems:

You need more months

If you need to import more than the default 24 months of data:

• increase the number of data months requested and then 'Refresh Data'

Error: “Could not find the file you are trying to refresh”

We have seen this a handful of times when users who access Xero without a password (eg via systems like Practice Protect) are refreshing

• Perform a 'hard refresh' (see below)

You clicked 'Refresh Data' and followed the steps, but the data in the Value Column and graph does not seem to have updated

We suggest 2 options:

• increase the number of data months requested and then 'Refresh data'
• if this does not work, perform a 'hard refresh'

Hard refresh

To perform a hard refresh:

• Go to Forecast > External Sources
• Instead of 'Refresh data', click the Xero icon under 'Add a new data source'

• If requested, follow the prompts and add your Xero login details
• when you see the Organisation selection popup screen, click 'Select another Organisation', confirm the right organisation is selected and then click 'Continue with 1 organisation' (if you didn't change the organisation), or 'Allow access' if you did
• when the Xero Organisations popup appears:
  1. selected the correct company (it will highlight blue)
  2. set the month range for your data request by selecting an appropriate Data Start Month and Load Months
• click 'Import'
  
  CRITICAL NOTE: During this process, do not press the CLEAR icon as this will remove the connection to your integration source and any mapping you have previously saved

To confirm the data from Xero has been updated, review the Values column and the data graphs in the rightmost column. Use the arrows to navigate to a specific month

Once you confirm the data is showing as expected, you can proceed to Step 3: Import account values

If you are still experiencing issues refreshing your data source after trying these resolutions, please contact our team at [e-mail]