When syncing data between Hike POS and Xero, you may occasionally encounter errors that prevent products, sales, customers, purchase orders, or register closures from syncing successfully.
This guide explains common Xero sync errors, their possible causes, and the steps you can follow to resolve them.
Before you begin: Identify the error message displayed in Hike POS and locate the corresponding error below. Follow the recommended troubleshooting steps and try syncing the affected record again.
If the error persists after following the suggested steps, please contact our Live Chat Support team for further assistance.
Entity: Product
Possible cause: The product may have been deleted directly from Xero, while its existing mapping remains in Hike POS.
How to resolve:
Check whether the product still exists in your Xero account.
If the product has been deleted from Xero, contact Hike POS Live Chat Support for assistance with removing the old product mapping and syncing the product again.
If you intend to delete a product permanently, ensure it is deleted from both Hike POS and Xero.
Entity: Product
Possible cause: The product SKU exceeds Xero's 30-character limit.
How to resolve:
Open the affected product in Hike POS.
Update its SKU so that it contains fewer than 30 characters.
Save the changes and try syncing the product to Xero again.
Entity: Product
Possible cause: The product SKU is already assigned to another product in Xero.
How to resolve:
Open your Xero product list.
Search for the SKU mentioned in the error message.
Check which product is already using that SKU.
Review the affected product records and ensure each product has the correct, unique SKU.
If you need assistance correcting the product mapping, contact Hike POS Live Chat Support.
Entity: Customer
Possible cause: A customer with the same name already exists in Xero, preventing the customer from syncing from Hike POS.
How to resolve:
Open your Xero account and search for the customer name mentioned in the error.
Check whether a customer with the same name already exists.
If the records represent different customers, update the relevant customer name in Xero to make it unique.
Try syncing the customer from Hike POS again.
Entity: Customer
Possible cause: Xero does not allow duplicate contact names across active contacts.
How to resolve:
Log in to Xero and locate the customer mentioned in the error.
Check whether another active contact has the same name.
If the contacts represent different customers, update the relevant contact name so that it is unique.
Try syncing the customer again.
Entity: Customer
Possible cause: Another customer in Hike POS is already associated with the same email address or Xero customer mapping.
How to resolve:
Review the affected customer records in Hike POS.
Check whether multiple customers are using the same email address.
Ensure each customer has the correct and unique email address.
Review the existing customer mapping and update the relevant customer record if necessary.
Try syncing again.
If the customer is still unable to sync, contact Hike POS Live Chat Support for assistance.
Entity: Customer
Possible cause: The email address associated with the customer is linked to multiple contacts in the connected accounting system.
How to resolve:
Check the email address mentioned in the error message in your connected accounting system.
Identify whether multiple customer records use the same email address.
Ensure that each customer has the correct, unique email address.
Save the changes and try syncing the customer again.
Entity: Sales
Possible cause: The payment account mapped to a Hike POS payment method is not a valid account for the transaction in Xero.
How to resolve:
Open the Xero integration settings in Hike POS.
Review the Xero account mapped to the affected payment method.
Ensure the payment method is mapped to a valid Xero payment account.
Save the changes and try syncing the affected sale again.
Entity: Sales
Possible cause: The credit associated with the customer is unavailable in Xero, or the sale includes store credit applied through invoice payments that Xero cannot accommodate as a negative line item.
How to resolve:
Open Xero and check whether the relevant credit is available and assigned to the correct customer.
If the credit is missing or incorrectly assigned, correct the customer credit allocation in Xero.
Try syncing the sale again.
Important: Sales involving store credit applied through invoice payments may not sync because Xero does not allow negative line items in sales transactions. If this applies to your sale, contact Hike POS Live Chat Support for guidance.
Entity: Sales
Possible cause: Xero requires the total amount of a sales document to be zero or greater.
How to resolve:
Review the affected sale and check its total amount.
Verify whether the sale contains negative amounts or adjustments that result in a negative total.
If the total is incorrect, review the transaction and make the necessary corrections where permitted.
Try syncing the sale again.
If the sale still fails to sync, contact Hike POS Live Chat Support.
Entity: Sales
Possible cause: The invoice in Xero is in a status that does not allow the required modification.
How to resolve:
Open the affected invoice in Xero and check its current status.
Do not void the invoice without assistance if you are unsure about the accounting implications.
Contact Hike POS Live Chat Support and provide the affected sale details so the team can assist with the required correction and resynchronisation.
Entity: Sales
Possible cause: A technical issue may have affected the synchronisation of the sale and its associated payment.
How to resolve:
Try syncing the affected sale again.
Check whether the sale is now visible in Xero.
If the error persists, contact Hike POS Live Chat Support and share the exact error message and affected sale details.
Entity: Sales
Possible cause: The account mapped to the Inventory Asset Account in Hike POS is configured with an incompatible account type in Xero.
How to resolve:
Open your Xero integration settings in Hike POS.
Locate the Inventory Asset Account mapping.
Check the account type configured for the mapped account in Xero.
Ensure the account is configured as an Inventory account rather than a Current Asset account, as required for this mapping.
Save the changes and try syncing the affected sale again.
Entity: Sales
Possible cause: The SKU of one or more products included in the sale may have been changed without updating the corresponding product mapping.
How to resolve:
Identify the products included in the affected sale.
Check whether any product SKUs have recently been changed in Hike POS or Xero.
Verify that the product SKUs and their mappings are correct.
If the mapping is incorrect or missing, contact Hike POS Live Chat Support for assistance.
Try syncing the sale again once the mapping has been corrected.
Entity: Sales
Possible cause: The SKU of one or more products included in the sale may have changed, but the updated SKU is not reflected in the product mapping.
How to resolve:
Identify the products included in the affected sale.
Check their SKUs in Hike POS and Xero.
Verify that the product mappings correspond to the correct SKUs.
If the mapping needs to be corrected, contact Hike POS Live Chat Support.
Try syncing the sale again after the mapping has been corrected.
Entity: Sales
Possible cause: The sale contains negative quantities, which Xero does not allow for this type of sales transaction.
How to resolve:
Open the affected sale in Hike POS.
Review the sale's line items and check whether any products have negative quantities.
If the transaction contains incorrect quantities, review and correct them where permitted.
Try syncing the sale again.
If the transaction is a legitimate return or adjustment and cannot be synced, contact Hike POS Live Chat Support for assistance.
Entity: Sales
Possible cause: A temporary technical or network issue affected the sales synchronisation process.
How to resolve:
Try syncing the affected sale again.
Check whether the sale has successfully synced to Xero.
If the error continues, contact Hike POS Live Chat Support so the team can investigate.
Entity: Purchase Order
Possible cause: The supplier code associated with the purchase order may be incompatible with the account or tax configuration. Once a purchase order is created, changing the supplier code on the product does not automatically update the supplier code already saved in the purchase order.
How to resolve:
Review the affected purchase order and its supplier details.
Check whether the supplier code or related account configuration has changed since the purchase order was created.
Contact Hike POS Live Chat Support and share the purchase order number and exact error message.
Our support team will assist with the required correction.
Entity: Purchase Order
Possible cause: One or more products in the purchase order may have an invalid Xero purchase account code configured in Hike POS.
How to resolve:
Open the products included in the affected purchase order in Hike POS.
Review the purchase account code assigned to each product.
Verify that the configured purchase account codes are valid and exist in Xero.
Correct any invalid purchase account codes, where applicable.
Try syncing the purchase order again.
If the purchase order still fails to sync, contact Hike POS Live Chat Support for assistance.
Entity: Register Closure
Possible cause: One or more products included in the register closure may have invalid Xero account codes.
How to resolve:
Review the products included in the affected register closure.
Check the Xero account codes assigned to those products.
Ensure the account codes are valid and correctly configured in Xero.
Correct any invalid mappings, where applicable.
Try syncing the register closure again.
Entity: Register Closure
Possible cause: The Sales (Revenue) account for non-inventory products has not been mapped in the Xero integration settings.
How to resolve:
Open the Xero integration settings in Hike POS.
Locate the account mapping for non-inventory products.
Map a valid Sales (Revenue) account from Xero.
Save the changes and try syncing the register closure again.
Entity: Register Closure
Possible cause: The invoice cannot be deleted as part of the register closure synchronisation process.
How to resolve:
This error requires technical assistance. Please contact Hike POS Live Chat Support and provide the affected register closure details and the exact error message.
Entity: Register Closure
Possible cause: The payment amount being processed exceeds the outstanding amount recorded against the document in Xero.
How to resolve:
Review the affected register closure and the associated invoice or payment in Xero.
Compare the payment amount with the outstanding amount recorded against the document.
Check whether the invoice has already been paid, partially paid, or otherwise adjusted.
Follow the relevant guidance in our Xero Error FAQ.
If the error persists, contact Hike POS Live Chat Support.
Entity: Register Closure
Possible cause: The payment account mapping may be missing or incorrect, or there may be a discrepancy between the actual and expected register closure amounts.
How to resolve:
Open the Xero integration settings in Hike POS.
Review the payment account mapping for the affected Hike payment method.
Ensure the payment method is mapped to the correct Xero account.
Review the register closure totals and check for any discrepancies between the actual and expected amounts.
Try syncing the register closure again.
If the issue continues, contact Hike POS Live Chat Support for further investigation.
If you have followed the troubleshooting steps above and the error still occurs, please contact our Hike POS Live Chat Support team.
To help us investigate the issue efficiently, please provide:
The exact error message displayed in Hike POS.
The affected entity, such as Product, Sales, Customer, Purchase Order, or Register Closure.
The relevant product SKU, sale number, purchase order number, or register closure details, as applicable.
A screenshot of the error message, if available.
Our support team will review the details and assist you with the next steps.
Note: Some synchronisation errors require technical intervention and cannot be resolved through customer-side changes alone. In such cases, our team will assist you further.