If you expected an incident but don't see it in your dashboard, here are common reasons and solutions.
Our detection only triggers when numeric bank details change. If a supplier's bank field contains only text or notes, changes won't be detected.
We normalise bank details before comparison. These changes won't create incidents:
Adding or removing spaces
Adding or removing dashes
Changing capitalisation
Example: "123456789" to "123-456-789" will NOT trigger an incident.
Changes are detected during our polling cycle, which runs every minute. Allow up to 1 minute for new changes to appear.
Go to your dashboard
Look for any "Reconnect Required" banners
If shown, click to re-authenticate with Xero
If you have multiple Xero organisations connected, ensure you're viewing the correct one in the tenant selector.
Contact support if incidents aren't appearing despite numeric bank changes. Include:
Supplier name
Approximate time of change
Your organisation name
