XPM problems come in two sizes: the whole organisation connection can break (usually an expired Xero token), or a single client's link to its XPM record can fail. Both have self-service fixes.
When the connection fails, the Xero Practice Manager Integration card (Settings → Integrations) replaces its green Connected badge with Token Expired or Connection Error, and shows an alert titled XPM Connection Expired or XPM Connection Error. The alert explains the problem — for an expired token: Your Xero access token has expired. Please reconnect to restore syncing.; for other errors: There was an error with your Xero API connection. Please try reconnecting.
To fix it:
Click Reconnect XPM in the alert.
Sign in to Xero when prompted and authorise Nagaris again.
You're returned to the Integrations page and Nagaris restores the link to your existing XPM organisation — you'll see XPM connection restored successfully.
Reconnecting keeps all your data and settings; it simply refreshes the authorisation.
When a client can't sync, its sync badge shows Failed and an XPM Error Message alert appears at the top of the client's details card with the exact reason from XPM. The alert includes a self-service reconnect button:
Connect Manually — shown for most failures where the client has an XPM record but the link is broken.
Reconnect to another XPM client — shown when the error is The TFN number is already assigned to another client., meaning the client's TFN already belongs to a different XPM record.
Clicking either button opens the Connect to XPM Client dialog (Search for and connect to an existing XPM client to sync data.):
The search is pre-filled with the client's name; adjust it if needed. Results show each XPM client's name, business structure, and any ACN, ABN or TFN, so you can pick the right record.
In the TFN-clash case, the list is narrowed to XPM clients whose tax number matches the client's TFN, to help you find the record that already holds it.
Click the correct record to link it. On success: Successfully connected to XPM client followed by the record's name.
If no results appear (No XPM clients found), the record may not exist in XPM yet or may be named differently — try searching part of the name.
If reconnecting doesn't resolve it, contact support with the client or group name, the exact text of the XPM Error Message, and a screenshot. For general staleness (data present but out of date) try Refresh XPM from the integration card's three-dot menu first — see the sync article in this section.
