Most XPM issues come down to staff permissions when connecting, or to the [A] custom fields being changed in XPM after they were set up. Find your issue below to work out the cause and fix it.
"You don't have access to connect any Xero Practice Manager accounts"
The XPM staff member you signed in as doesn't have permission to connect add-ons.
In XPM, open the Business menu and select Settings.
Go to Staff.
Find the staff member connecting Annature and click Edit staff details.
Under Permissions > Practice Administration, turn on Connect third-party add-ons.
Go back to Annature and try connecting again.
Custom fields aren't filling in
If the certificate of verification shows up in the client's Documents tab but the [A] fields are blank, it's almost always a problem with the fields themselves in XPM. Work through these checks in order.
1. Was the verification started from the XPM page?
Results only sync to XPM when the verification was created from the client's page under Xero Practice Manager in Annature. A verification sent from your address book or the Identity verification page isn't linked to an XPM client, so nothing is written back.
2. Has it been completed?
Fields are only filled in once the verification is completed. The AML & CTF fields are only filled in if screening was run, and the risk assessment fields only if the client has a risk assessment.
3. Check each field's type in XPM
This is the most common cause. Annature writes each field as a specific type. If a field's type has been changed in XPM, for example [A] Verified changed from Checkbox to Text, XPM rejects the update.
Annature sends the fields in groups, so one wrong field stops every field in its group from filling in:
Verification group: the six identity verification fields and the two risk assessment fields.
Screening group: the five AML & CTF screening fields.
In XPM, go to Business > Settings > Custom Fields and check every [A] field against this table:
| Field | Type should be |
|---|---|
| [A] Verification Link | Link |
| [A] Verification Method | Text |
| [A] Verification Notes | Text |
| [A] Verified | Checkbox |
| [A] Verified By | Text |
| [A] Verified Date | Date |
| [A] AML & CTF Checked | Checkbox |
| [A] AML & CTF Date | Date |
| [A] AML & CTF Outcome | Text |
| [A] AML & CTF Outcome Notes | Multi-line Text |
| [A] AML & CTF PEP | Text |
| [A] AML & CTF Risk Assessment | Checkbox |
| [A] AML & CTF Risk Rating | Text |
While you're there, check that each field is still turned on for clients.
To fix a field with the wrong type, change it back to the type in the table. If XPM won't let you, delete the field and then reconnect XPM (see below) to create a new one with the correct type.
Reconnecting on its own won't fix a wrong type. Annature remembers each field once it's set up, so it keeps using the existing field even after the type has changed.
Deleting a custom field in XPM removes the values already saved in it for every client. Change the type back where you can.
4. Is a field missing?
If one of the [A] fields has been deleted, Annature skips it and fills in the rest. Reconnect XPM to add it again.
5. Was a field renamed?
Annature still recognises a renamed field and keeps filling it in. Reconnecting XPM changes the name back to the [A] name.
6. Did you create a field with the same name yourself?
If you added a field with the same name as one of ours, for example [A] Verified, but with a different type, Annature can't use it and may not be able to finish setting up the other fields. Rename or delete your field, then reconnect XPM.
Reconnecting XPM
Reconnecting sets up any missing [A] fields and renames any that were renamed. It doesn't change your existing data.
In Annature, go to Settings and select Integrations.
Find Xero Practice Manager and reconnect it.
Sign in to XPM and click Allow access.
Fixing past verifications
Fixing a field doesn't go back and fill in verifications that were completed while it was broken. New verifications will sync as normal. If you need earlier results synced, contact us and include the client's name and the verification link.