After you have exported your Timesheets to Xero, you will receive a Results Confirmation. If you have any errors, you will receive a notification as per below:

Tanda will provide a list of how many timesheets were affected, which staff and what the error is. Use the headings below to find the error messages you received and how to troubleshoot:

1. Timesheet Already Exists

  • Error message: A timesheet for [employee] for this pay period already exists in Xero

Xero doesn't let us delete or add a second timesheet for an employee for a pay period, so it has detected that a timesheet already exists - either created manually in Xero or exported from Tanda previously. 

If the timesheet in Xero is correct, then you can ignore this error and process as normal, however if you need to make changes, you'll need to delete the timesheet and then you can re-export.

To delete, in Xero, go to Payroll > Timesheets. Select the relevant timesheet or use the filters if you can't see it in the list. 

In the bottom right corner, click Revert to Draft. Once the page reloads, you'll see a new button appear on the left, click Delete Timesheet. Confirm that you want to delete:

Back in Tanda, you can then try exporting again by clicking Export to Payroll in the Weekly Timesheets page or in the employee's individual timesheet.


2. Tanda Couldn't Find Employee

  • Error message: Tanda couldn't find [employee] in Xero

This means either the employee hasn't been added to Xero or the profiles haven't synced between Tanda and Xero.

First, check that you have added the employee to Xero under Payroll > Employees. Add them if they weren't in your Employee List.

Next in Tanda, go to the employee's profile by clicking on Workforce > Staff > click the employee's profile > click on Payroll tab:

An employee's profile is synced between the two systems if you can see the name matched below Employee ID.

Some things to check from here:

  • In Tanda, if you can't see the profiles synced (as above), go to Workforce > Staff > + Add Staff > Import from > Xero. The confirmation will either say that the employee has been imported or updated. You can then check in their profile to see it is now synced and re-export the timesheet.
  • If the profile is synced, check in Xero that their Start Date, Email Address and spelling of their name is the same in Tanda. If any of these are different, update and then try importing the employee into Tanda again. 

If you have located the issue, you can then try exporting again by clicking Export to Payroll in the Weekly Timesheets page or in the employee's individual timesheet. If you are still receiving the same error, please contact Tanda Support on the details at the bottom of the article. 


3. Some Earnings Rates were not found

  • Error message: Some earnings rates were not found in Xero

This can occur with both the Tanda Managed Award Template and Custom Rules. 

For the Managed Award Template, it means you haven't integrated the Award with Xero. To do this go to Payroll > Payroll Manager > Manage Award > click Connect payroll systems:

This will take about 5 mins for the Pay Items to be created in Xero. You can check when it has completed by refreshing the page and you will see the last updated date as the current time:

For Custom Rules, this either means there isn't a Pay Item in Xero or the Award Rule in Tanda hasn't been matched against the Pay Item in Xero. To check this:

In Xero, go to Settings > Payroll Settings > Pay Items. Check the relevant Pay Item or create it if it wasn't there.

In Tanda, go to Payroll > Award Rules (or Allowances) > click on the relevant rule and check that the Export name is linked with the relevant Pay Item in Xero:

If you have located the issue, you can then try exporting again by clicking Export to Payroll in the Weekly Timesheets page or in the employee's individual timesheet. If you are still receiving the same error, please contact Tanda Support on the details at the bottom of the article.

4. Employee isn't configured for Payroll

  • Error message: [employee] isn't configured for payroll

This is either caused by the employee not being classified on the Award Template or Custom Rules or a Pay Item in Xero not having a Type of Units as "Hour".

To check how the employee is configured, go to Workforce > Staff > click on the employee's name > Payroll tab:

Ensure that the Award is select, the Employment Type and Classification/Level, as below:

If you can't select an Industry Award in the employee's profile, ensure you have enabled the award in your account first. 

For Custom Rules, ensure you have selected this option and the relevant Tags:

If all those areas are correct, it could also be how you have setup a Pay Item in Xero. Check the Pay Items that match with the employee who received the error in Xero, to ensure the Type of Units is Hours:

If you have located the issue, you can then try exporting again by clicking Export to Payroll in the Weekly Timesheets page or in the employee's individual timesheet. If you are still receiving the same error, please contact Tanda Support on the details at the bottom of the article.

5. Employee Doesn't Have an Ordinary Earnings Rate

  • Error Message: [employee] doesn't have an Ordinary Earnings Rate

In Xero, the employee needs to have an Ordinary Earnings Rate set in the Employment tab:

For staff on the Tanda Award Managed Template, this is sent from Tanda, so you could try updating from Tanda first. This is located under Payroll > Payroll Manager > Manage Award > click Force template update:

You can then check this in Xero, it might show as --- Restaurant - Base Hourly. 

For staff with Custom Rules, you will have to manually select in Xero as above, generally it is Ordinary Hours.

If you have located the issue, you can then try exporting again by clicking Export to Payroll in the Weekly Timesheets page or in the employee's individual timesheet. If you are still receiving the same error, please contact Tanda Support on the details at the bottom of the article.

6. Payroll Calendar Errors

  • Error Message: [employee] doesn't have a payroll calendar in Xero or the Xero Payroll Calendar for [employee] doesn't match the Tanda payroll calendar

This means that the payroll calendar in Xero doesn't match the timesheet pay period in Tanda. Both systems must have the same start date and period length, i.e you can't run fortnightly timesheets in Tanda, but weekly pay runs in Xero.

To check this, in Xero go to Settings > Payroll Settings > Calendars:

You can also check on the employee's profile that the correct Pay Calendar is assigned to them, in the Employment tab

To check this aligns with Tanda, click on Timesheets > Weekly (or Fortnightly) and then check the period start and end in the calendar on the right:

If they don't align, you can either contact Tanda Support on the details at the bottom of this article to change the pay period in Tanda, or you can create a new Pay Calendar in Xero to align with Tanda and assign to all your staff in Xero and then try re-exporting.

7. An Unknown Error Occurred

  • Error message: An Unknown Error Occurred

The majority of the time, this can be fixed by disconnecting and reconnecting your Xero account from Tanda. Go to Settings > Add-ons > Payroll & Accounting. Click on your Xero integration and in the bottom right corner, click Delete Integration

Once this updates, then click the green + Add payroll integration button and enter your details to reconnect. 

If this does not fix the issue, Xero may be experiencing a fault or doing maintenance on their API, meaning Tanda cannot communicate with your Xero account. For more information you can check the Xero Platform Status page, which will inform you of any discovered issues in their API. If the status page indicates no issue, the issue may as yet be undiscovered on the Xero end, or an issue with Tanda communicating with your Xero account. 

If no issues are discovered on the Xero platform, please contact Tanda Support on the details at the bottom of this article and we will work to resolve the issue.

8. TrackingItemID is Required for Each Timesheet Line

  • Error message: TrackingItemID is required for each timesheet line

If you are using Tracking Categories, ensure you have set this up correctly in Xero by checking Xero's help article

In Tanda, check that you have configured this information by going to Settings > Add-ons > Payroll & Accounting > click your Xero integration > ensure the Tracking Category name and default option have been populated:

Check that the spelling is the same in each system and update if necessary. 

If you have located the issue, you can then try exporting again by clicking Export to Payroll in the Weekly Timesheets page or in the employee's individual timesheet. 

If you still get the same error again, please allow Tanda Payroll Admin Access to your Xero and contact the Support Team on the details below for assistance. 


If you have tried troubleshooting the errors in your Timesheet Export but you're still having issues or you just need a bit more assistance, please don't hesitate to contact Tanda Support on 1300 859 117 or support@tanda.co

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