SubSync Error's

During the processing of invoices and payments, SubSync will occasionally have an issue which prevents us from syncing data between Stripe and Xero.

When this occurs the user who has authenticated SubSync to Stripe and Xero will receive an alert similar to the below;

After fixing the issue that resulted in the error, documents can be reprocess in SubSync by going to the ‘Retry Transaction' option in the event history against the relevant invoice.

Below are a list of common errors and explanation as to why they may have occurred and what can be done to resolve them.

There was an error processing an earlier event

When an ‘event’ is received from Stripe for a document that has not yet synced because of an earlier error, or even a document created prior to SubSync being connected, you will receive this message.

Generally this ‘event’ will be a document being paid or void.

To resolve this error you will need fix the original error, then reprocess that document before processing the current error.

If the error is related to a document created prior to connecting SubSync there may need to be some manual intervention.

Encountered Stripe tax rate without Xero mapping

SubSync will pick up the tax rates applied to documents in Stripe. To recreate the document in Xero the Stripe tax rate needs to be mapped to the corresponding Xero tax rate.

After the mapping is updated in the SubSync settings, the document can be Retried.

Encountered Stripe product without Xero mapping

SubSync will pick up the products from Stripe on each document. To recreate the document in Xero the Stripe product needs to be mapped to an equivalent product in Xero or an account code.

After the mapping is updated in the SubSync settings, the document can be Retried.

This currency is not supported in Xero

Before SubSync can create an invoice in Xero the currency used in the Stripe document also needs to exist in Xero. You can follow these instructions to create the currency.

After the currency is created in Xero, the document can be Retried via SubSync.

Could not find existing invoice

This will occur when we receive a Stripe void event for a document that was never finalised.

Customer balance error

Stripe has the ability to assign credit to a customer, which can then be applied as payment against corresponding invoices.

Within SubSync we have a setting to accommodate this but if you have received this error it is not enabled.

You can either resolve the issue by making a manual adjustment or updating the settings in SubSync and retrying the transaction.

Large rounding error

This is normally received under the following two scenarios;

• The invoice in Stripe has shipping on it, which we do not yet support

• There has been a credit not applied to a Stripe invoice that has a discount. This is not support by Xero but we are working towards a solution for this.

Xero is disconnected

From time to time the connection to Xero might need to be reauthenticated. You can reauthenticate in SubSync by going to ‘Xero connections’ in the main menu then selecting ‘connect to Xero’.

After the Xero connection is re-established the document can be Retried via SubSync.

Xero day rate limit error

The Xero API’s will only allow SubSync to process

Oops! Something went wrong

Yes, this is the most annoying and non descript error you can get. We are working on better messaging under this circumstance, however we generally see this error for 2 different reasons.

1. The customer name in Stripe contains blank spaces or special characters

2. The customer email address in Stripe is not valid e.g. ‘cust.name.@gmail.com’

If you have received an error that doesnt exist in this list or you cannot resolve the issue, please reach out to us via support@finlert.com.