Why / when to use this
Use this when no draft was created or a reply says processing stopped. Read the reply first—it usually says exactly what to send or change next.
How to do it
| Situation | What happens | What you do |
|---|---|---|
| Address not authorised | Access required email | Owner adds you |
| No supported file | Lists PDF/JPG/PNG/HEIC/XLS/XLSX/CSV | Convert and resend |
| Over 25 MB | Nothing processed | Split the email |
| Allowance used | Processing paused; owner notified | Owner updates billing |
| Suspected duplicate | Not uploaded; reason explained and original file returned | Resend or reply with the file and write This is not a duplicate |
| Duplicate of a live approved/paid bill | Not created, overwritten, voided or renumbered | Handle the existing document in Xero |
| Totals look wrong | Draft kept; you are asked to check | Edit in Xero or resend with a note |
| Xero disconnected / auth failed | Drafts cannot be created | Email reconnect to xero, or use Reconnect in the Owner Console → Settings; select the named organisation |
| Wrong Xero organisation connected | Drafts go to the wrong Xero file | Disconnect that organisation in the Owner Console or Xero Connected apps → remove the company if it still shows → re-onboard with add new company → select the correct organisation in the Xero picker. Full steps: Fix or change your Xero connection |
| Need the original file later | Not emailed back | Xero → the draft → attachment |
What happens next
A clear next step in the reply. If the message is unclear, resend one file with the company name in the subject.
Example
Subject: Example Co Limited — retry
Attach the failed file on its own
If something goes wrong
Duplicates are caught in Xero, or rejected if she thinks it is a duplicate. If it is not, force it by sending the file again and saying This is not a duplicate.
For connection problems, see Fix or change your Xero connection. For draft mistakes, see Fix or undo a mistake.