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Reference

Troubleshooting

Xero-connect quirks, credit reconciliation, and how to reach a human when the docs run out. Everything on this page has been seen in the wild — nothing is hypothetical.

Xero-connect issues

"You do not have permission to connect this organisation"

Xero shows this when your Xero user role does not include app-connect rights on the target organisation. Fix: ask the Xero owner or admin to either (a) grant you the Advisor or Standard + all reports role, or (b) connect Compass themselves and add you as a Compass user separately.

"Consent screen appears but never redirects back"

Usually a browser extension blocking the callback. Try:

  1. Retry in a private/incognito window.
  2. Disable ad-blocking or tracking-protection extensions temporarily.
  3. If you\'re on a corporate laptop with a restrictive proxy, try from a personal device to isolate the issue.

Compass uses a locale-agnostic callback URL — login.customercompass.ai/auth/xero/callback — so if your network blocks that specific host, the redirect will fail. Ask IT to allow-list the host and retry.

"Wrong organisation connected"

If you accidentally granted access to a demo or personal Xero organisation instead of your business one, disconnect from /uk/account and reconnect. Xero will show its organisation-picker again on the fresh consent screen.

"Xero access token expired" mid-session

Compass silently refreshes tokens in the background using the offline_access scope — you should not usually see this. If you do, it means our refresh call was rejected. Fix: sign out and back in; if it persists, disconnect and reconnect Xero.

Scan hangs at "Fetching from Xero…"

Xero has rate limits — 60 requests per minute across the app. If you run multiple scans in quick succession across the same Xero organisation, later scans queue behind the earlier ones. Give it 60-90 seconds and retry; if it still hangs after two minutes, refresh the page and start again (the fetch is idempotent — no data is corrupted).

Credit-consumed-but-scan-failed reconciliation

Compass consumes a credit only on successful scans. If the scan errors before returning a result, the entitlement middleware unwinds and no credit is deducted. But: the ledger and the scan-run event are two separate writes, and in the rare case where the credit deducts and the scan then errors (network partition, provider outage, cosmic ray), you can end up down a credit with nothing to show for it.

Reconciliation path:

  1. Check your credits balance at /uk/account/billing. If it dropped when it should not have, note the timestamp.
  2. Check your scan history at /uk/account/history. If the failed scan has status failed, the credit will be refunded to your balance within one business day by the reconciliation worker.
  3. If more than one business day has passed and the credit has not been refunded, email support@customercompass.ai with the timestamp and scan id (from the URL of the failed scan page). We will manually refund and log the incident.

The audit log has the definitive answer.

Every credit consume and every scan run writes an entry to your per-user audit log with a timestamp and before/after state. If the two do not match, we can always tell you what happened — request an audit-log export from chris@digitaltactics.co.uk.

Sign-in issues

"Please choose a stronger password"

Your password appears in the HaveIBeenPwned breach corpus. Pick a different one — ideally a passphrase from a password manager, never re-used across sites. We do not tell you which corpus matched — that would leak information about the breach that put your credential there.

Verification email did not arrive

Check your spam folder. If it really is not there, request a fresh one from the sign-in page — the old link becomes invalid when the new one is minted. Also double-check the email address you signed up with; a typo is the most common cause.

MFA token rejected

TOTP codes are time-based. If your device clock is more than 30 seconds off, the code will not verify. Sync your device time and retry. If you have lost access to your authenticator, email support@customercompass.ai — we can walk you through the recovery path (which involves proving ownership via the email address on file).

Dashboard / app issues

Empty widgets on a fresh Xero connection

Some widgets need multi-month history to fire — cohort retention needs 6+ months, seasonality-smoothing needs 12+ months. On a Xero organisation that was set up last week, they will legitimately show empty until enough invoicing data accrues.

Widget shows outdated numbers

Widgets read from your latest scan. If you have not run a scan since the data changed in Xero, the widget will still be showing the previous scan\'s numbers. Run a fresh scan to update.

Payroll not counted in runway metric

The Runway metric subtracts posted pay runs from monthly burn. If your payroll is not connected to Xero (many small businesses run payroll in Xero Me, some in an external provider), the metric will fall back to bill-only burn and note the omission on the subcopy.

Support

Not covered above? Email support@customercompass.ai. Initial response within two business days. Include:

  • The email address you sign in with.
  • The Xero organisation name (never the login credentials — we do not need them).
  • Timestamp of the problem, and screenshots if the issue is visual.
  • Scan id if the issue is about a specific scan (the URL includes it).

Data-protection / privacy / security disclosures go to chris@digitaltactics.co.uk — the DPO inbox is separate from the general support queue.

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