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 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.