Connection or server errors may arise when logging into Xero Middleware or during bulk linking. Here are solutions to resolve these issues:
Connection lost
For most connection type errors, such as:
'Unfortunately, Access PaySuite has lost its connection to your Xero account. This could have been because you disconnected your account at Access PaySuite or through Xero, or because there is a problem with your Xero account'.
Log in to the Access PaySuite Xero Middleware.
Check your Connected apps within the Organisation Settings.
You will need to confirm that 'Access PaySuite' is showing as connected.
The warning email will be received daily unless you reconnect your Xero account or turn off the notification within the Xero Middleware under My Account and Settings.
While the connection is broken, the following will not work:
Setting up customers and making payments via the pay link on your Xero invoices.
Adding new invoices automatically for existing customers.
Marking invoices as paid in Xero.
📌Note: If multiple Xero users use Middleware only one can be connected at one time so the others will receive Connection Lost notifications unless they turn off the notifications. This setting is set on a user level.
Error when signing up for the Direct Debit
An error may occur when a customer is signing up a Direct Debit.
'We are sorry an error has occurred! We are sorry but an error has occurred. Please try again'.
Firstly, check that the customer isn't inputting any special characters that aren't accepted in our system in any of the fields.
If the error persists, ensure that your Xero connection is still in place. Check that Access PaySuite is showing under your Connected Apps in Xero.
If the app is still connected, log into the Middleware and check that all your configuration settings are correct within the Configure Eazy Collect and Configure Xero tabs, ensuring that the Schedule selected is an ad-hoc one.
Unable to log into Middleware after email update
Currently updating to a new email is not automatically being synced when you change it in Xero.
If this is causing issues logging into the Middleware, please reach out to our support team and request to speak to an agent.
Import page fails to load for bulk linking
If you continue to experience a 500 Server Error or 504 Gateway Time-out when trying to load the Import page, please reach out to our support team and request to speak to an agent.
When connecting to us, please confirm the total number of Contacts that you have in Xero, as well as the approximate date/time that you last attempted to load the page.
AutoLink saving issue on the Import Page
On the Import page, disabling AutoLink (found under the View / Unlink field) for a Xero Contact only saves the selection as cached data in your browser. Consequently if you log out and log back in, this preference will not be retained.
Therefore, we recommend reviewing Suggested Links and completing bulk linking within a single session whenever possible.
500 server error during bulk linking of contracts
If you've received a 500 Server Error after clicking Link x Suggested Contracts on the Import page in the Middleware, this is because one of the links has failed.
To find the one that has failed, scroll down the Import page (click through to the next page of results if needed) until you find the first row that has a green box stating AutoLink to x Enabled under the View/Unlink field.
The linking failure is typically due to the absence of a suitable Ad-hoc Direct Debit contract in Access PaySuite for that customer.
Log into Access PaySuite to review the details.
either create an ad-hoc contract and retry the linking or;
exclude it from being linked.
Click the green button on the Import page where it says AutoLink to x Enabled.
This should then become orange and sate Autolink to x Disabled. You can then reattempt the bulk linking.