Use this guide if your Cademy account is connected to Xero and an invoice, payment or credit note is missing from Xero, or Xero shows something different from Cademy. To connect Xero or change its settings, see Connect Xero to Sync Invoices and Payments.
Invoice Not Showing in Xero? Why It Is Missing
Cademy shows no error when a sync to Xero does not complete, and there is no button to send an invoice again. If no invoice appeared in Xero after an order or registration was completed, work through these checks. Paying by card through Stripe, or adding a PO number, does not decide whether an invoice is sent.
The invoice is still a draft or is void. These invoices are not sent. A zero-total invoice is not created in Xero, although an invoice already linked to Xero can still be updated.
The order is cancelled. Cademy does not create or update invoices in Xero for a cancelled order.
The course has its sync option switched off, or another course on the same invoice does. See “Use Different Xero Settings for One Course” in Connect Xero to Sync Invoices and Payments.
The course was set to a Xero account that has since been removed. Reset its courses as described in Connect Xero to Sync Invoices and Payments.
The invoice contains courses that use different Xero accounts, or custom items with a course on a non-default Xero account.
The invoice’s taxed lines, including custom items, use different tax rates, or some include tax while others add it. Untaxed lines can be included.
Xero did not accept the record. Check in Xero that the account codes you entered in Cademy exist.
The connection to Xero has stopped working. Open Configure for the account. If Unable to load branding themes appears, Cademy cannot reach the Xero organisation.
After you correct the cause, Cademy tries again the next time the order changes, for example when a payment is recorded. If the invoice is still missing, contact Cademy Support with the order code, the invoice number, the name of the Xero account and when the change was made. Contact Support before you remove and reconnect an account to fix a connection, because courses set to that account stop syncing when it is removed. You can connect again only while your plan includes Xero; without it, Install is greyed out.
Order Paid in Cademy but Still Due in Xero
Cademy sends a payment to Xero when it syncs the invoice, after the payment is collected or recorded on the order. If the order shows as paid in Cademy but the Xero invoice still shows an amount due, check:
Part of the order was paid with a Cademy gift card. Gift card value is not sent to Xero, so record that amount in Xero yourself.
The Invoice Status setting is Draft or Submitted. Xero accepts payments only on approved invoices, and Cademy sends that status again each time it updates an unpaid invoice. If you approve the invoice in Xero, the next update from Cademy sends Draft or Submitted again before it adds the payment. Contact Cademy Support to confirm how payments will be recorded for your account.
The payment account cannot receive payments. In Xero, the account entered as Default Payment Account or Card Payments Account must be a bank account or have Enable payments to this account switched on.
The invoice has not reached Xero. See Invoice Not Showing in Xero? Why It Is Missing.
Cademy sends the payment again the next time the order changes.
Check Whether an Invoice Synced to Xero (Find It in Xero)
Cademy does not show a sync status. You can tell that an invoice reached Xero by its Xero number and by the Xero logo beside it. The logo is a link, and it shows View in Xero when you point at it.
In Cademy, select Orders and open the order.
If the order has one invoice, its Xero number and the Xero logo appear at the top of the order once it has synced. If it has more than one invoice, check each one in the next step.
Expand Invoices & Payments in the order. On the invoice, select More > View Invoice. Once the invoice has synced, the Xero logo appears beside the invoice number at the top of the invoice panel.
Select the logo. The invoice opens in Xero in a new browser tab, if you are logged in to Xero with access to that organisation. If Xero opens a different organisation, switch organisation in Xero and select the logo again.
You can also reach the invoice panel from the Invoices tab at the top of the Orders page: search for the invoice number and select the invoice. A synced credit note shows its Xero number in a Xero row in the credit note panel.
Why Invoices Show an INV Reference Number From Xero
Cademy does not send its own invoice number to Xero. Xero gives each synced invoice a number from its own invoice numbering, such as INV-0046. Cademy then shows that Xero number as the invoice reference: on the order, in invoice lists, in emails to your customer and on the PDF. If Cademy’s own number is different, the invoice panel also shows it as Cademy Reference. An email or PDF produced before the invoice synced shows Cademy’s own number, so a customer can see two numbers for the same invoice. Cademy has no setting to show its own number instead once the invoice is synced to Xero.
The Reference field on the Xero invoice is separate from its number. Cademy fills it with the PO / Reference from the order’s billing details. If that is empty, it uses the Default PO / Reference Value set on the Xero account (see Connect Xero to Sync Invoices and Payments), and if that is also empty, the Cademy order code followed by the order ID.
Xero Shows Different Invoice Details or Payments From Cademy
The sync sends changes one way, from Cademy to Xero, with one exception. When a synced invoice becomes fully paid in Xero while its Cademy order still has an amount to pay, Cademy records the missing payment amount for that invoice as a payment labelled Xero. Cademy does this once per invoice.
A part payment entered in Xero, or editing, voiding or deleting an invoice in Xero, does not change Cademy.
When an order changes, Cademy sends updated details for its synced unpaid invoices, which replace changes typed into the invoice in Xero. If the invoice is already paid or partly paid in Cademy and has payments or credits in Xero, Cademy keeps its existing Xero details.
Cademy does not send a tax rate, tax amount, currency or payment date. Xero applies its own tax rate and currency, so compare your first synced invoices with Cademy.
Make order corrections in Cademy, then check the result in Xero. For everything the sync sends, see “What Cademy Sends to Xero” in Connect Xero to Sync Invoices and Payments.
Customer Contact Wrong or Duplicated in Xero
Cademy does not choose or change contacts in Xero. It sends the customer’s billing name, email address, tax number and address with each invoice. Xero decides whether to match an existing contact or create a new one, and whether to update its details. Manage contacts in Xero.
Frequently Asked Questions
Does connecting Xero send my existing invoices?
No. An issued invoice that has never been sent is created in Xero the next time its order changes, for example when a payment is recorded.
Does Cademy show a sync error or sync status?
No. Cademy shows no error when a sync does not complete. An invoice that reached Xero shows its Xero number and the Xero logo; see Check Whether an Invoice Synced to Xero.