> ## Documentation Index
> Fetch the complete documentation index at: https://support.visualcare.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Integration troubleshooting

> Hub for integration troubleshooting - MYOB, SMS, and general data export issues, with links to the Xero, KeyPay, and MYOB export error pages

<Info>
  This section is being expanded. If you're experiencing an issue not covered here, contact the Visualcare helpdesk.
</Info>

## Xero, KeyPay, and MYOB export errors

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

<CardGroup cols={2}>
  <Card title="Xero export troubleshooting" icon="wrench" href="/troubleshooting/xero-export-errors">
    Invoicing, payroll, kilometre, connection, and sync errors when exporting to Xero
  </Card>

  <Card title="KeyPay export troubleshooting" icon="wrench" href="/troubleshooting/keypay-export-errors">
    Timesheet, kilometre, and location errors when exporting to KeyPay
  </Card>

  <Card title="MYOB export troubleshooting" icon="wrench" href="/troubleshooting/myob-export-errors">
    Invoicing and timesheet errors when exporting to MYOB
  </Card>
</CardGroup>

## MYOB errors

### 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

<Note>
  This error differs from the Xero "No Session" error, which is resolved by clearing the Xero token and re-authorising. MYOB session issues are resolved on the server side by the Visualcare team.
</Note>

***

## SMS errors

### 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:**

| Response                                                   | Cause and fix                                                                                                                                                                               |
| ---------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `Insufficient credits for request`                         | Your MessageMedia account is out of SMS credits. Log in to your MessageMedia portal and top up your credits                                                                                 |
| `AUTH_FAILED - The auth data you have provided is invalid` | The MessageMedia API credentials on your database are incorrect. Confirm your MessageMedia API Key and Secret, then send them securely to the Visualcare helpdesk to update the integration |
| `{"status":"fail","phone":[...]}`                          | The SMS failed to send to that phone number. Contact the Visualcare helpdesk for investigation                                                                                              |

See [MessageMedia integration](/integrations/messagemedia) for how the SMS integration is set up.

## General data export issues

### 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**

### 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**)

<Tip>
  You can click **Show fails only** on the export summary page and download the failures as a CSV to review and correct the missing codes before re-exporting.
</Tip>

### 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.

## Related articles

<CardGroup cols={2}>
  <Card title="Xero integration" icon="building-columns" href="/integrations/xero">
    Set up and configure the Xero integration
  </Card>

  <Card title="KeyPay integration" icon="credit-card" href="/integrations/keypay">
    Connect Visualcare to KeyPay for payroll export
  </Card>

  <Card title="Exporting payroll data" icon="file-export" href="/finance/exporting-payroll-data">
    How to export timesheets and payroll data from Visualcare
  </Card>

  <Card title="Invoicing and billing" icon="file-invoice-dollar" href="/finance/claiming-invoicing-overview">
    Overview of billing and claiming in Visualcare
  </Card>
</CardGroup>