This number’s already in use

PixieBooks only allows one phone number to be connected to one organisation at a time. If you try to add your phone number and see an error saying “This number’s already in use”, check your PixieBooks dashboard to see which organisation it’s connected to.

If you can’t see it on your dashboard, one of these is usually true:

A) It’s a bug

Follow the steps in our troubleshooting guide to disconnect and reconnect.

B) You’re signed into a different Xero account

If you have more than one Xero account, your phone number may be connected under the other account’s organisations.

A quick way to check: if you’ve submitted receipts via WhatsApp before, open your PixieBooks WhatsApp chat and scroll to the very top. In the welcome message, you should see the organisation name and the email address managing it.

To switch Xero accounts:

  1. Log out of your PixieBooks dashboard.
  2. Go to xero.com and log out there too (as cache can get in the way).
  3. Return to PixieBooks and sign in with your other Xero account.
  4. Connect the organisation (if needed), then disconnect your phone number from the organisation it’s currently linked to.

If you manage multiple Xero accounts and want to access all your organisations from one PixieBooks dashboard, see our tips & tricks guide.

Still having trouble with your number? Reach out to us at
support@pixiebooks.com
and include as much detail as possible about what went wrong and what steps you’ve already tried.

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.