Troubleshooting
Solutions for common XO Report errors and issues. Can't find what you need? Email us at .
How XO Report errors work
XO Report uses two distinct error modes depending on the type of problem:
Guidance messages
Plain text strings shown directly in the cell. Used for auth, subscription, and setup issues. These are not caught by IFERROR() — they are intentionally always visible.
Excel errors (#VALUE! / #N/A)
Standard Excel error icons shown when data is invalid or not found. Hover over the cell to see the specific message. These are caught by IFERROR().
Guidance Messages
These messages appear as plain text in the cell. They indicate auth, subscription, or setup issues. IFERROR() will not hide them — this is intentional.
Connect to Xero first. Go to Settings and Connect.Not connected to Xero
Open the XO Report task pane → Settings → Connect to Xero. Sign in when prompted.
Session expired. Go to Settings and Reconnect.Xero session expired
Open Settings → Advanced → Sign Out, then click Connect to Xero to start a fresh session.
No organization selected. Choose one from the dropdown.No organization selected in the task pane
Open the task pane and select an organization from the dropdown at the top.
Subscription required. Open the XO Report task pane to subscribe.No active subscription
Open the XO Report task pane and subscribe to a plan to continue using functions.
Start your free trial in the XO Report task pane.Free trial not yet started
Open the task pane and click Start Free Trial to activate your trial.
Trial ended. Subscribe in the task pane to continue.Free trial has expired
Open the task pane and subscribe to a plan to continue using XO Report.
The request took too long. Xero may be slow — please try again in a moment.Xero API request timed out
Wait 30 seconds and refresh your data. If it persists, check the Xero Status page (status.xero.com) for outages. Xero performance issues usually resolve within minutes.
Excel Errors
Standard Excel error icons appear when data is invalid or not found. Hover over the cell to read the specific message. IFERROR() can handle these.
#VALUE!Organization not found
Hover message: "Organization 'ABC' not found. Check XO.ORG() or Settings."
Verify the Org ID using =XO.ORG(). Check that the organization is still connected in Settings → Organizations.
#VALUE!Account, contact, or item not found
Hover message: "Account '9999' not found in Xero."
Check that the account code, contact name, or item code exists in Xero. Verify spelling matches exactly.
#VALUE!Invalid date format
Hover message: "Invalid date. Use a cell reference containing a date."
Use cell references or the DATE() function. String dates like "2025-01-01" are rejected.
#VALUE!Date range exceeds 365 days
Hover message: "Date range cannot exceed 365 days. Xero limits P&L and Bank Summary reports to a maximum one-year period."
Shorten the date range to 365 days or less. This limit applies to P&L-related functions (XO.PROFIT, XO.BALANCE with P&L accounts) and Date Range reports (Profit & Loss, Bank Summary). Balance Sheet accounts and As of Date reports are not affected.
#VALUE!Tracking option not found
Hover message: "Tracking option not found."
Verify the tracking category and option names match exactly as shown in Xero — check spelling and capitalization.
#VALUE!Balance Sheet tracking filter needs a month-end date
Hover message: "Tracking filters on balance-sheet accounts need a month-end date."
You used XO.BALANCE on a Balance Sheet account (Asset, Liability, Equity) with a tracking filter — or with [none] — on a date that is not a calendar month-end. Xero only reports a tracked Balance Sheet at month-end, so the function returns an explicit error instead of a wrong number. Use a month-end end_date (e.g. 30 Apr, 31 May), or remove the tracking filter to get the exact as-of-date balance for the account total — untracked Balance Sheet balances are exact on any date. P&L accounts are unaffected.
#N/AGeneral or unexpected error
Hover message: Error message from Xero API
Hover over the cell to read the specific error message. Try refreshing data or reconnecting. Check the Xero status page for outages.
Common Issues
Error: "Can't refresh '…' — it can't grow into the table directly below it"
Another table is sitting right below your XO table and blocking it from growing. Move or delete that table, then refresh. Your data is safe — refreshing reloads everything from Xero. To avoid this in future, keep each XO table on its own sheet (see Tables → Where to put XO tables on the sheet).
Error: "This table is not linked to XO Report and cannot be refreshed. Tables created or renamed outside the task pane (including copy-pasted tables) lose their link — reinsert from the task pane to restore refresh."
XO tables are linked to Xero by a name that starts with XO_. The link breaks when the table is copy-pasted, renamed so it no longer starts with XO_, or created in Excel outside the task pane. Reinsert the table from the task pane for the same data type and date range, then update any formulas that referenced the old table to point at the new one. See Tables → Where to put XO tables on the sheet for the rules.
Table won't refresh
Make sure your cursor is inside the table. The Refresh button is context-aware.
Missing data in table
Verify the date range covers the period you need. Check status filters are not too restrictive.
Slow loading
Use narrower date ranges. Large date ranges fetch more data and take longer.
Duplicate rows
Check if multiple organizations are selected. Each org's data is combined into one table.
Custom column formulas lost
Make sure the formula is in the first row of the custom column. This formula is used as the template for all rows on refresh.
Report looks different from Xero
XO Report uses your org's custom P&L and Balance Sheet layout from Xero. Differences may appear if options like Hide summary rows or Costs & Expenses as Negative are enabled in XO Report.
Add-in not appearing
Go to Home → Add-ins and check if XO Report is installed. Try reinstalling from AppSource if it is missing.
Connection keeps disconnecting
Try signing out and reconnecting. Open Settings → Advanced → Sign Out, then click Connect to Xero.
#NAME? error in formula
Check spelling of the function name — it must start with "XO." Try clicking Refresh All in the task pane. Make sure the add-in is installed and loaded.
Date Handling Best Practices
For the most reliable results, always use cell references containing dates rather than typed date strings.
=XO.BALANCE(A2, "4000", B1, C1)where B1, C1 contain dates=XO.BALANCE(A2, "4000", DATE(2025,1,1), DATE(2025,12,31))DATE() function works=XO.BALANCE(A2, "4000", "2025-01-01", ...)String dates are rejectedStale Data
XO Report caches reference data locally for 5 minutes to reduce API calls and improve performance. If data appears stale or missing recent changes from Xero:
Open the task pane and click the Refresh icon in the toolbar to clear the cache and fetch the latest data from Xero.
Getting Help
XO Report includes built-in diagnostic tools to help support investigate issues quickly.
Enable Debug Mode
Open the task pane → Settings → Advanced → Enable Debug Mode. Captures detailed logs including API requests, cache events, errors, and system info. Resets to OFF each time you restart Excel.
Download Diagnostics
Settings → Advanced → Download Diagnostics. Downloads a .txt file with system info, connected organizations, error log, and debug log. Email the file to support@xo-report.com. No passwords or tokens are included.
Report Issue
Settings → Advanced → Report Issue. Sends an error report directly to support with recent debug logs, system info, and your user ID. No passwords, tokens, or financial data are included.
Auto-Send Error Reports
Enabled by default. Toggle in Settings → Advanced. Automatically sends error reports when problems occur. The same privacy protections apply — no passwords, tokens, or financial data.
Still Need Help?
If you can't find a solution here, please contact our support team. Include a diagnostics file (Settings → Advanced → Download Diagnostics) to speed up resolution.