Something went wrong when adding your phone number

This issue can occur when you’re creating a new organisation in PixieBooks and your phone number is still connected to a different organisation.

Why this happens

A phone number can only be linked to one PixieBooks organisation at a time.

If you try to add your phone number while it’s still connected to another organisation, PixieBooks won’t be able to complete the setup. When this happens, you may be taken to a “Something went wrong” page.

What to do instead

If your phone number is already connected to another organisation:

  1. When you reach the Add your number step, skip this step for now.
  2. Complete the rest of the setup without adding your phone number.

You can add your phone number later once it’s been removed from the other organisation.

How to get back to your dashboard

If you’re taken to the “Something went wrong” page:

  1. Open a new browser tab.
  2. Go to app.pixiebooks.com.
  3. You’ll be taken directly to your PixieBooks dashboard.

From there, you can manage your organisations and phone number connections.

Need to move your phone number?

To use the same phone number with a new organisation, first remove it from the existing organisation in your PixieBooks dashboard. Once it’s been disconnected, you’ll be able to add it to the new organisation without any issues.

FAQs

How can I see if a receipt has been submitted?

When a receipt is submitted successfully, WhatsApp will show two blue ticks (✓✓), confirming PixieBooks has received it.

You can also confirm submission by checking Xero. Any successfully processed receipts will appear as bills under
Purchases > Bills > Awaiting Approval.

If a receipt doesn’t appear, it may still be processing or may require review. Refresh Xero or check the WhatsApp confirmation message for details.

When and how does data sync occur?

Data syncing happens automatically whenever a receipt is submitted to PixieBooks.

As soon as a receipt is received via WhatsApp or email, PixieBooks processes it and creates a bill in Xero under
Awaiting Approval.

There’s no manual sync button and no additional setup required. If a bill doesn’t appear straight away, refresh Xero and allow a short period for processing.

How can I see what transactions have been processed by PixieBooks?

PixieBooks shows receipt activity in real time.

Open WhatsApp and go to your PixieBooks chat to see confirmation messages for each receipt you’ve sent. Each message reflects the current processing status.

You can also view processed receipts directly in Xero. Submitted receipts will appear as bills under
Purchases > Bills > Awaiting Approval.

How do payment processing fees appear in Xero?

Payment processing fees are handled within Xero and may appear as separate line items or adjustments, depending on your organisation’s setup and accounting preferences.

PixieBooks does not alter how these fees are recorded — it simply submits receipt data into Xero for review.

If you’re unsure how fees should be treated in your accounts, we recommend checking with your accountant or bookkeeper for advice specific to your setup.

Contacting support 

If you encounter issues that cannot be resolved through the troubleshooting guide or would like to report a PixieBooks error, please fill out the form or send us an email at support@pixiebooks.com.