Troubleshooting
Solutions for common XO Report errors and issues. Can't find what you need? Email us at .
Using Google Sheets? XO Report is coming soon to the Google Workspace Marketplace. Most tables and reports work the same way there; Bank Transactions, the all-contacts aged reports and custom formulas such as =XO.BALANCE are Excel only. Google Sheets help
Installation help
Can't find XO Report in Excel for the web?
Choose Home → Add-ins → More Add-ins. Search the full Store for XO Report, select it, then choose Add.
XO workbook open, but no pane?
Select XO Report in Excel's ribbon to open the pane.
Still on Excel home, or seeing an installation error?
Contact with the error text and whether you use Excel in a browser or on your computer.
How XO Report errors work
XO Report shows standard Excel errors for connection, setup, and data problems:
Connection and setup errors (#N/A)
Used for auth, subscription, and setup issues. Hover over the cell to see the guidance message. You can show a blank or your own message instead by wrapping the formula in IFERROR().
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. You can show a blank or your own message instead by wrapping the formula in IFERROR().
Guidance Messages
These messages appear when you hover over a #N/A cell. They indicate connection, subscription, or setup issues. You can hide them with IFERROR(), but check the original message first so you know what is being replaced.
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. You can show a blank or your own message instead with IFERROR().
#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 or item not found
Hover message: Account "9999" not found in Xero. Check the code or refresh your data.
Check that the account code or item code exists in Xero. Verify the code is correct.
#VALUE!Invalid date format
Hover message: Invalid date. Use a cell reference (e.g., A1) containing a date, not a typed value.
Use cell references or the DATE() function. String dates like "2025-01-01" are rejected.
#N/ADate 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 "Region:North" not found in Xero …
Verify the tracking category and option names and check that both are active in Xero. Matching is case-insensitive.
#VALUE!Balance Sheet tracking filter needs a month-end date
Hover message: Tracking filters on balance-sheet accounts need a month-end date (e.g. 30 Apr). Xero only reports a tracked Balance Sheet at month-end. Use a month-end date, or remove the tracking filter to get the exact as-of-date balance.
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. This usually happens after pressing Undo (Ctrl+Z / Cmd+Z) right after inserting, or when a table was copied, renamed or created outside the task pane. Delete it from the Manage tab and insert it again to restore refresh."
XO tables are linked to their saved settings by a table name that starts with XO_. The link breaks when the table is copy-pasted (Excel renames the copy), renamed by hand, or created in Excel outside the task pane. To fix it, open the Manage tab, select the table and click Delete table, then insert it again from the Tables tab with the same settings (data type, organizations and date range). Update any formulas that referenced the old table so they 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
If the XO workbook is open without the pane, select XO Report in Excel’s ribbon. See Installation help above for Store search and other installation issues.
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 reuses recently-fetched figures to reduce Xero API calls and keep your workbook fast. Financial reports can be up to about 35 minutes behind (up to 30 minutes on our servers, plus a few minutes in your workbook); reference data that rarely changes (chart of accounts, tax rates) can be up to a couple of hours behind. Manual Refresh always fetches live data. 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.
Export Diagnostics
Settings → Advanced → Export Diagnostics → Copy Diagnostics. Paste the report into your support email. Excel on the web also offers Download .txt. The report includes system info, connected organizations, errors, and activity logs. No passwords or tokens are included; Debug Mode logs can include formulas and their parameters.
Contact Support
Open the Help tab → Contact Support. Copy the support email address and send your issue from your email client, including exported diagnostics if relevant.
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 report (Settings → Advanced → Export Diagnostics → Copy Diagnostics) to speed up resolution.