An invoice didn't go out

If you approved an invoice with the SectionTotal theme and it hasn't gone out within a few minutes, check:

• Approved? Drafts and invoices awaiting approval are not sent.
• Theme? Its name must start with "SectionTotal".
• Subtotal line? At least one line that just says Subtotal, with no quantity or price.
• Sent from Xero? "Approve & email" or "Mark as sent" means Xero sent it, and we leave it.

If we picked an invoice up but couldn't send it, your account's Overview lists it with the reason:

• No email address, or an earlier email to it bounced or was marked as spam: add an address to the contact in Xero, or a different one if the earlier one bounced. Then open the invoice and click Edit, then Update, or send it from Xero.
• A Subtotal line has a price: remove the price in Xero, then click Edit, then Update.
• Sums don't match: the sections don't add up to Xero's totals, so nothing is sent. Tell us and we'll look.
• Repeating invoice set to "Approve for sending": Xero emails it itself, so we leave it. Set the repeating invoice to Approve. See Repeating invoices.
• A reverse charge line has VAT on it, or uses a purchase rate: check the line's tax rate in Xero, then click Edit, then Update.
• A reverse charge rate we don't recognise, or another currency: send those from Xero.
• We couldn't reproduce a line's VAT or discount, or couldn't prepare the PDF: send it from Xero, and contact support so we can look.

If an organisation's trial or subscription has ended, Overview says so; subscribe in Billing to resume sending.

Invoices approved while it had no trial or subscription aren't sent on their own when you subscribe again: your overview lists them, and Send now (or Send all) sends them.

Is SectionTotal down? See our status page.

Still stuck? Use the form in Help in your account. It sends us the details we need.