Troubleshooting

Most issues show up as a Failed order on the Orders screen with a plain-English reason. Hover the status (or open the order) to read it, fix the cause, then press Retry. Every message Xaldro writes is listed in Hold reasons; here are the common ones.

"This order is in EUR, but your Xero organisation is not set up for EUR"

The order's currency is not one your ledger can take. Turn on multicurrency in Xero, or in QuickBooks (Settings, Account and settings, Advanced, Currency), then Retry. See Currencies for exchange rates and currencies Xaldro holds.

A taxed order is held: no sales tax code is mapped

The order carries tax and no tax code applies to it, so Xaldro will not post an invoice short by the tax. Map a default sales tax rate (or a region rule) in Settings, then Retry.

The invoice was voided: its tax did not match

The invoice was read back with a different tax and was voided. The mapped code's rate is usually not the rate the order was taxed at. Map the matching code, then Retry. See Tax & VAT.

"Choose a revenue account for QuickBooks in Settings"

No revenue account is mapped for that ledger. Set one in Settings and Retry.

An order shows no status at all

The site may have no mapping for that ledger yet, or the ledger was not connected when the order arrived. Check Settings; an order missing from a mapped ledger shows a Sync to Xero (or QuickBooks) button. An order Skipped by a sync rule shows Skipped.

A connection says "needs reconnect"

Xaldro lost access to Xero or QuickBooks (expired or revoked). The owner was emailed. The owner clicks Reconnect in the app; orders held because access was lost then post again by themselves.

New orders stopped appearing

Check the webhook status on the Overview: it shows when the last order was received. A check every hour adds Xaldro's order webhooks back if they are missing and imports the orders placed meanwhile. But Webflow can also disable a webhook (for example after an uninstall, or after deliveries failed) and still list it, without telling apps, so that check cannot see it. Then use Re-sync: in the site menu (top left) or in Settings, it deletes Xaldro's two order webhooks on the site, creates them fresh and imports the last 90 days. It is safe to run again: orders already posted are skipped. A paused site receives no orders until you resume it; resuming does the same renewal and import.

Still stuck?

Open the order to see the full breakdown and the exact message, then contact support. We reply within one business day (Monday to Friday, CET). The Webflow order ID helps us look into a specific order.