How to Troubleshoot and Resolve Connection Issues Between Link My Books and Xero
If you're encountering problems when trying to connect Link My Books with Xero, there are several common scenarios and troubleshooting steps you can try. This guide provides solutions to frequently reported issues, including error messages, permissions conflicts, and account connection disruptions.
Common Causes and Solutions
1. Permissions Issues While Connecting Multiple Sales Channels
When trying to connect multiple sales channels to Xero using Link My Books, ensure all users have appropriate permissions. For example:
Make sure the user attempting the connection is set up as a full user in Link My Books.
Confirm the ownership and permissions for each connected sales channel.
Proper set-up and clarification of ownership can often resolve connection issues.
2. Stuck on 'Connect Bookkeeping Account' Screen
If the connection process freezes at the 'Connect Bookkeeping Account' step, use the steps below:
Log in to your Xero account and check the list of connected applications.
If Link My Books is already listed, remove the connection.
Return to Link My Books, log in, and try reconnecting to Xero.
Tip: Recording your screen during the process can help technical support diagnose the issue if problems persist.
3. Error Messages During the Connection Process
If you receive an error message when attempting to connect Link My Books to Xero:
Ensure the Xero account is not unlinked. If it is, use the reconnect link provided in your Link My Books dashboard or via support.
Open a browser window with two tabs: - Log in to your Link My Books account in one tab. - Log in to your Xero account in the other tab.
Initiate the connection process using the reconnect link while logged in to both accounts.
If the error continues, record a Loom screen video of the process and share it with support for further assistance.
4. Settlement Sending Errors: 'You Are Not Permitted to Access This Resource'
If you encounter this error when sending settlements to Xero this generally means that the person who has connected Xero does not have the right permissions on Xero itself to allow us to send data to Xero.
To resolve this, have someone with the correct permissions on Xero reconnect your Xero account via the Settings > Account Settings page on Link My Books.
5. Settlement Hangs When Sending to Xero (Loading Spinner, No Error)
If you click "Send to Xero" and the loading spinner appears but the settlement never sends — and no error message is displayed — this is typically caused by a connection timeout between Link My Books and Xero.
⚠️ Symptom: You click "Send to Xero", a pop-up says "Sending this settlement to Xero, please wait" with a loading circle, but the settlement never completes. No success or failure message appears.
How to resolve this:
Reconnect Xero: Go to Settings > Account Settings and click Reconnect Xero from the action dropdown. You may be prompted to re-approve the connection on Xero's side.
Clear your browser cache or try using a different browser (e.g., switch from Chrome to Firefox or Edge).
Retry sending the settlement. After reconnecting, go back to your Settlements Dashboard and try sending the settlement again.
If the issue persists after reconnecting and clearing cache, contact our support team. Please let us know which settlement is affected and include a screenshot or screen recording if possible — this helps us diagnose the issue faster.
💡 Tip: This issue is usually temporary and resolved by reconnecting. If you're seeing it on multiple settlements, it may indicate a deeper connection issue that our team can investigate on the backend.
Additional Tips for Effective Troubleshooting
Ensure you're logged in to both Link My Books and Xero accounts before attempting any connection steps.
Record your screen during troubleshooting to provide visual feedback to the support team when needed.
Check permissions regularly for all connected sales channels and users.
Conclusion
By following these steps, most connection issues between Link My Books and Xero can be resolved efficiently. If problems persist after trying these solutions, reach out to the Link My Books support team with any recorded screen captures for further assistance.
If you have any questions about this article or feedback on how we could make it better please reach out to the support team via the blue chat icon on the bottom right of the page or via email to [email protected].