Occasionally, you might encounter an error when submitting details to Xero.

For example - Error message : Something went wrong 

It might look something like this 

If this happens the best first step is to reset the Authentication and login to Xero again. 

Here are the steps 
 
Click back into Journals - Xero and to the right of the "Continue" dropdown there is an option to "Restart Xero Authentication".  

Click on this option
 
 

You will then be asked to Sign in again - and then Retry sending the submission again. 

If you are having issues disconnecting from Xero from within BrightPay or disconnecting on BrightPay did not solve the issue, you can also do this on Xero. Log into your online Xero account > Settings > Connected Apps - if BrightPay is on the list, you can click 'disconnect from BrightPay'. Then come back to BrightPay and you will be prompted to sign in to Xero again when posting the journal.

If the pop up window is not appearing or causing an error when trying to connect the journal via API, this is likely a permissions issue on the browser. You will need to enable pop ups (either by amending the settings permanently) or clicking on the icon that appears near the browser address bar to allow the pop up. If this still doesn't work, ensure that the pc's permissions / firewall / antivirus settings are set to allow BrightPay to connect to other websites.

When a Xero journal authentication error is affecting only one specific employer while all others on the same Xero account are posting successfully, the issue is unlikely to be with the BrightPay connection itself — that is already working for your other employers.

After trying the 'Restart Xero Authentication' step in BrightPay, log into Xero directly (outside of BrightPay) and check the following for the affected employer's Xero organisation:

1. Employer status — confirm the Xero organisation for this employer is still active and has not been archived or deactivated
2. User permissions — check that the user account connecting BrightPay has the correct access level (Administrator or Standard with appropriate permissions) for this specific Xero organisation
3. Connected apps — go to Settings > Connected Apps in Xero and confirm BrightPay is listed and authorised for this organisation. If it appears disconnected or expired, remove it and reconnect from BrightPay
4. Subscription — confirm the Xero subscription for this employer is active and not on a restricted plan that limits API access

If everything in Xero appears correct and the error persists after reconnecting, contact BrightPay support with the employer name and confirmation you have completed the above checks.