Integration troubleshooting

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Xero, KeyPay, and MYOB export errors

Errors for each accounting and payroll integration have a dedicated troubleshooting page:

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MYOB errors

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Issue: No Session error when exporting to MYOB

Symptoms: The export fails with a “No Session” error when exporting invoices to MYOB Advanced. Cause: A session handling issue on the server your organisation is connected to. Visualcare runs across multiple servers, and the session state can become invalid on a specific server. Fix:

1. Note the error message and which export you were running
2. Contact the Visualcare helpdesk and report the “No Session” error
3. The team will identify which server your organisation is on and resolve the session issue

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SMS errors

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Issue: SMS messages failing to send

Symptoms: A “Failed to send” error appears when sending SMS messages from Operations → SMS. Diagnosis: The underlying error does not display in the screen itself. To find it:

1. Go to Operations → SMS and send a test SMS
2. Open your browser’s developer tools (usually F12, or right-click → Inspect)
3. Go to the Network tab
4. Click the request named send_sms.php, then open the Response tab

Common errors: See MessageMedia integration for how the SMS integration is set up.

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General data export issues

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Issue: Export Care Management Fees stuck on Importing

Symptoms: The Care Management Fees export never progresses past “Importing”. Cause: No accounting code is selected on the client profile - either it was never set, or the Xero contact name changed and broke the link between Visualcare and Xero. Fix:

1. Open the Client Profile in Visualcare and check whether an Accounting Code is listed
2. If not, check in Xero that an active Xero contact exists for the client - create one if needed
3. Back on the Client Profile, click Sync contact from Xero
4. Once the contact syncs, select the Accounting Code from the dropdown
5. Click Save

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Issue: Export summary shows errors for all items

Symptoms: Every item on the export summary page shows as a failure. Cause: The accounting codes for payers, clients, or services are missing or out of sync. Fix:

1. Go to Settings → Data Export → XERO and click all the sync buttons to refresh data from your accounting software
2. Check that payers have an Accounting Code selected (Maintenance → Payers)
3. Check that clients have either a Payer or an Accounting Code set on their profile
4. Check that services have an Accounting Code selected (Maintenance → Services)

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Issue: Xero connection lost or expired

Symptoms: Exports fail with session or authentication errors, or the Authorise Xero button reappears. Cause: The Xero API token has expired. Xero tokens expire periodically and need to be re-established. Fix: Go to Settings → Data Export → Accounting Software, click Clear Xero Token if visible, then click Authorise Xero and log in to re-establish the connection. After reconnecting, click all the sync buttons before retrying the export.

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