Sometimes, the connection between Link My Books and your accounting software (Xero or QuickBooks) might drop. This can happen for various reasons, such as a password change, an expired token, or a system update. When this occurs, you'll need to re-establish the connection to ensure your settlement data continues to sync smoothly.
Here's how to quickly reconnect your account and address disconnection scenarios involving your accounting software or company profile:
⚠️ Stuck on the "Connect Bookkeeping Account" screen and can't reach Account Settings?
If you are trapped on the channel-level Connect Bookkeeping Account screen during sales channel setup and the page won't let you proceed (or you cannot navigate away to Settings > Account Settings to reconnect Xero), this usually means a sales channel setup wizard was abandoned partway through and the channel is in a partial-setup state.
Try these steps in order:
Log in to Link My Books directly at app.linkmybooks.com rather than via an embedded app (e.g. inside Shopify Admin). The embedded view sometimes blocks navigation to Account Settings.
Clear your browser cache or try a different browser. A stale cache can keep the wizard locked on the same step even after Xero has been reconnected.
Clean re-authorise from the Xero side first. In Xero, go to Settings > Connected apps and remove Link My Books. Then go back to Link My Books and try connecting again from the same screen.
If none of those resolve the issue, please contact our support team or email [email protected]. Include the email address you log in with and the name of the sales channel you are trying to set up — the channel may need to be reset on our side before you can complete the wizard.
Reconnecting Your Accounting Software
Who can reconnect: you need edit access to the account. That's the account owner or, for client accounts managed through the Accountant Portal, a practice owner or team admin. If you don't have edit access, you'll see a message asking you to contact one of those people. They can either reconnect for you or give you edit access.
Go to Account Settings: First, log in to your Link My Books account. Then, navigate to Settings > Account Settings in the main menu.
Check the connection status: On the 'Account Settings' page, you'll see a section for your connected bookkeeping account. If the connection has dropped, you'll usually see "Disconnected" next to your Xero or QuickBooks account name. When you view an affected sales channel, you may also see an orange banner at the top of your Settlements dashboard with a link to reconnect. You can use either route.
Removed Link My Books from Xero's Connected apps? Log in directly at app.linkmybooks.com (not inside Shopify) and refresh the page so the status updates. Then reconnect using the orange banner, or steps 3 and 4 below.
If it still shows Connected and your settlements still won't send, please contact our support team. Include the name of the sales channel and the date of a settlement that won't send, as the connection may need to be reset on our side.
Initiate Reconnection: Next, locate the 'Action' dropdown menu next to the "Disconnected" status. Click on this dropdown.
Click 'Reconnect': From the options that appear in the 'Action' dropdown, click 'Reconnect'. This will prompt Link My Books to renew the secure connection with your accounting software.
Follow any on-screen prompts from Xero or QuickBooks to authorise the connection. Once completed, your Link My Books dashboard should reflect a successful connection, and your settlements should resume syncing as normal.