If you’re experiencing payroll-related issues (such as incorrect payroll XBerts being generated or past-dated payroll XBerts being generated), this guide will help you check your connection and resolve common problems.
Check the Payroll Connection Status
Go to the Client Connections page in XBert.
Look for the Payroll status.
If you see "Payroll available" on the main header, this means Payroll is not currently connected, or you need to reconnect it.
Click the red Reconnect button and follow the steps to re-establish the connection.
⚠️ Reconnecting After Long Periods
If a client has been disconnected from their accounting system for over 12 months, some data — like bills and invoices — will remain frozen as it was at the time of disconnection unless it was changed within the last 12 months.
For example:
A bill is authorised but unpaid. The client gets disconnected from the accounting system. The bill is paid a week later, but no sync occurs. 13 months later, the client is reconnected.
Because no changes were made to that bill within the last 12 months, it won’t update in XBert. It will still show as unpaid, and alerts (such as "Overdue bill") may trigger — even though the bill was actually paid long ago.
Best Practice
To avoid this:
Ensure you reconnect your disconnected clients ASAP.
If it has been longer, manually review and verify key records like paid bills, invoices, and payroll data after reconnecting.
Still Having Issues?
If Payroll is connected but you’re still seeing issues:
Reach out to the XBert support team.
Include any relevant details such as error messages or what you’re seeing in the system.
✅ Tip: Keeping your payroll and accounting connections active ensures XBert can process and display the latest data — reducing the risk of incorrect alerts or missing records.