Troubleshooting guide

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.