Troubleshooting steps

If you’re running into any issues with PixieBooks, here’s a quick walkthrough of the steps we’ll normally ask you to try first.

Watch this video (2 mins), or follow the instructions below:

Step 1 — Check your permissions in Xero

Go to xero.com, open the organisation dropdown, and go to Settings → Users.

Once you’re on the Users page, take note of your access level:

  • If you can’t view the Users page at all, your role is Read only or Invoice only.
  • If you can see the Users page, note whether your role is Advisor or Standard.
  • Also check whether you’re able to click into your own profile and make changes — that helps confirm your exact permission level.

Step 2 — Fully disconnect and reconnect

Head to your PixieBooks dashboard at app.pixiebooks.com.

  1. Disconnect your phone number.
  2. Disconnect your organisation.
  3. Next, go to xero.com.
    Open the organisation dropdown, then go to Settings → Connected apps.

    If you discovered in Step 1 that your access level is Read only or Invoice only, you won’t be able to access this page — so just skip this part.

    • You should no longer see PixieBooks listed here.
    • If you do still see it, just disconnect it from this page.
  4. Return to app.pixiebooks.com, refresh the page, and click Connect Organisation to reconnect everything.
  5. Once that’s done, re-add your phone number.
  6. Finally, go back to your Xero tab in Connected apps, and refresh the page — you should see PixieBooks listed there again.

If after disconnecting and reconnecting you’re still having trouble, contact us at [email protected]. Send us a short description of the issue and your Xero access level, and we’ll take it from there.

FAQs

How can I see if a receipt has been submitted?

When a receipt is submitted successfully, WhatsApp will show two blue ticks (✓✓), confirming PixieBooks has received it.

You can also confirm submission by checking Xero. Any successfully processed receipts will appear as bills under
Purchases > Bills > Awaiting Approval.

If a receipt doesn’t appear, it may still be processing or may require review. Refresh Xero or check the WhatsApp confirmation message for details.

When and how does data sync occur?

Data syncing happens automatically whenever a receipt is submitted to PixieBooks.

As soon as a receipt is received via WhatsApp or email, PixieBooks processes it and creates a bill in Xero under
Awaiting Approval.

There’s no manual sync button and no additional setup required. If a bill doesn’t appear straight away, refresh Xero and allow a short period for processing.

How can I see what transactions have been processed by PixieBooks?

PixieBooks shows receipt activity in real time.

Open WhatsApp and go to your PixieBooks chat to see confirmation messages for each receipt you’ve sent. Each message reflects the current processing status.

You can also view processed receipts directly in Xero. Submitted receipts will appear as bills under
Purchases > Bills > Awaiting Approval.

How do payment processing fees appear in Xero?

Payment processing fees are handled within Xero and may appear as separate line items or adjustments, depending on your organisation’s setup and accounting preferences.

PixieBooks does not alter how these fees are recorded — it simply submits receipt data into Xero for review.

If you’re unsure how fees should be treated in your accounts, we recommend checking with your accountant or bookkeeper for advice specific to your setup.

Contacting support 

If you encounter issues that cannot be resolved through the troubleshooting guide or would like to report a PixieBooks error, please fill out the form or send us an email at [email protected].