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 do I disconnect from Xero?

You can disconnect PixieBooks from Xero directly from your PixieBooks dashboard.

Sign in at app.pixiebooks.com, locate the organisation you want to manage, and select Disconnect from Xero. You’ll be asked to confirm before the connection is removed.

If you’re unable to find the disconnect option, or the connection doesn’t remove as expected, contact us at
support@pixiebooks.com and we’ll help you resolve it.

I don’t have the correct permissions to connect my Xero organisation

If you can log into your business’s Xero account but don’t have the permissions required to connect your organisation to PixieBooks, you’ll need to ask your Xero account administrator to complete the first part of the setup.

Once they’ve connected the Xero account and selected your organisation, you’ll need to ask them to either:

Once PixieBooks is connected to your organisation, you’ll be able to log into the PixieBooks dashboard with your Xero account at app.pixiebooks.com to view your account and manage your subscription.

Send this link to your accountant or organisation administrator so they can read the step-by-step instructions or follow along with the video:

PixieBooks for Xero set up guides

What if I don’t have access to my Xero account?

If you don’t have access to your Xero account, you can still use PixieBooks, but you won’t be able to set up or manage the connection yourself.

You’ll need to ask your accountant or Xero organisation administrator to either:

Send this link to your accountant or organisation administrator so they can read the step-by-step instructions or follow along with the video:

PixieBooks for Xero set up guides

Can I cancel my subscription? 

Yes. If you’re unhappy with PixieBooks for any reason, you can cancel your subscription via the PixieBooks dashboard.

  1. Sign in at app.pixiebooks.com.
  2. Click Manage subscription.
  3. If you subscribed before we moved to Stripe, you’ll be taken to Xero, where you can cancel your subscription.
    If you subscribed after the move to Stripe, you’ll be taken to Stripe, where you can manage your subscription.

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.