Help centre

The on-device quality check rejects a blurry shot or one that doesn’t look like a document before it ever uploads. Lay the receipt flat, avoid glare across the total, and get the whole receipt in frame.

An exact re-upload of the same image is recognised immediately and treated as one capture, not two — you’ll be pointed at the existing record rather than getting an error.

A same-supplier, same-amount, same-day match is only ever soft-flagged for you to check — it is never merged automatically, because two identical purchases on one day can both be real.

Capture a multi-page tax invoice as one multi-page document rather than one photo per page, so the line items reconcile against a single total.

The model is instructed to leave a field blank rather than guess when it isn’t confident — a wrong figure is worse than a missing one. Fill it in on the review screen.

This shouldn’t happen — once you correct or confirm a field it is locked against being overwritten by a machine re-run. If you’ve seen this, contact support with the document so it can be investigated.

The review screen shows the specific check that failed — an ABN that didn’t validate, a total that didn’t reconcile with the line items, or similar — rather than a generic low-confidence notice.

Check for a transposed digit from the photo first — the checksum is exact. If the ABN is correct and still fails, it may have been re-typed incorrectly during capture; correct it on the review screen.

You need a valid tax invoice to claim a GST credit once a purchase reaches $82.50 including GST. A receipt missing required details — often the supplier’s ABN — shows up in the unclaimable-GST report instead of label 1B.

Check whether your workspace is set to Simpler BAS (G1, 1A, 1B only) or the full seven-label method — this is a per-workspace setting.

The report checks 1A against roughly a tenth of G1 and 1B against roughly a tenth of reportable purchases before showing you anything — a flag here means the period is worth a closer look before lodging.

Xero limits how many requests can be made per minute per organisation, so pushes go through a queue. A large batch can take a short while to fully land — it hasn’t failed, it’s queued.

Disconnect from your workspace’s connection settings. This revokes the stored access token immediately; it doesn’t remove anything already pushed to Xero.

No — only confirmed, posted transactions sync, so Xero always shows what your books show.

Nothing is ever dropped — the image is still stored and you’ll be offered a top-up. Extraction resumes as soon as quota is available again.

Yes — talk to Support or, on a Practice plan, your firm’s administrator.

Practice billing is managed by your firm, at the firm level, not per client — contact your firm’s administrator first.

Export a tax pack — a CSV of transactions, a PDF BAS summary, and every original receipt image, foldered by quarter and category.

Five years from when a record was prepared or its transaction completed, matching ATO requirements, then it’s removed by an automated purge.

Yes, through Support. Records still inside their mandatory five-year window are closed out of active use but can’t be deleted until that window passes.