Pleo

Angela

Aoife Ryan

Joshua Keal

What to do if you have questions or if Pleo doesn't seem to be working

Customer support, FAQs, and troubleshooting

How to find answers in help centre articles, live chat, and email support.

Where can I find Pleo product support?

Customer support

Scroll for speedy answers to the most common questions from admins

Admin FAQs

Find out how to change the email address you use with Pleo

How do I change an email address in Pleo?

In here you can find the answers to the most commonly asked questions from our users

Cardholder FAQs

Learn more about the tax regulations applicable in France and Spain, and what Pleo does to ensure compliance.

How Pleo handles the digitisation of paper receipts (for customers in Spain and France)

Learn more about the tax regulations on digitisation applicable in Portugal and what this means for Pleo’s users.

How Pleo handles the digitisation of paper receipts (for customers in Portugal)

Learn more about the tax regulations on digitisation applicable in Luxembourg and what this means for Pleo’s users.

How we handle the digitisation of paper receipts (for customers in Luxembourg)

Learn more about the tax regulations on digitisation applicable in Italy and what this means for Pleo’s users.

How to handle the digitisation of paper receipts (for customers in Italy)

Make sure you use a supported browser to avoid technical issues

Which browsers does the Pleo web app work with?

Learn why Pleo cards should not be shared and how you are protected from unauthorised transactions

Why you should not share your Pleo card

Johannes From

FAQs 

What to do if you see an error message get stuck when trying to log in

What to do if you have trouble logging in

Learn what to do if you get an error message when registering your email

I can't register my email, what do I do?

This is what you need to do if you can't access your Pleo account due to unpaid invoices

Why am I being blocked from using Pleo as an admin?

Learn what to do if an employee, admin, external or partner bookkeeper needs a passcode or 2FA reset.

If you forget your passcode or need to change your authentication method

Søren Moesgaard

Troubleshooting: login

What to do if your transaction has been declined.

What to do if your Pleo card is declined

Double-check that you've allowed notifications from Pleo on your mobile app

What to do if you're not receiving payment confirmation notifications

Troubleshooting: transactions

What to do if chip and PIN is not supported by a merchant.

What to do if chip-and-PIN  are not supported by a merchant

No need to do anything. We'll automatically send you a new card one month before the expiration date.

What to do if your plastic card is about to expire

Learn what to do if you suspect a card is lost or compromised.

How to freeze, destroy, and replace a Pleo card

What to do if you have entered the wrong card PIN too many times

What to do if you've exceeded PIN attempts

Anya

Alex

Troubleshooting: cards

What to do if you see the message: "Unable to get balance statement"

Troubleshooting: balance statement

Learn why it's not possible to edit tax rates in Pleo and what to do if you see the message "Tax rate must be Active"

Xero and tax codes

Learn how to correct Transport for London transactions causing balance issues in Xero

How to fix TFL transactions in Xero

What to do if expenses aren't showing up in Xero, there are duplicate expenses, or issues with the bank feed

Learn what this error message means and how to fix it.

What to do if a Xero connection "could not be established" or is showing as "forbidden"

This error means that the integration isn't working due to an issue on Xero's side.

What to do if you see the message "An error occurred in Xero. Check their API Status page."

This error message appears when a tag was added to a refund in Pleo, which Xero is unable to process.

What to do if you see the message "The source transaction is not a valid type."

This export error message appears when you try to export to Xero, but the attached receipt file is more than 3MB.

What to do if you see the message "The attachment must be less than 3MB"

This error message appears after a number of interactions between your Pleo account and Xero has been reached.

What to do if you see the message "An unexpected error occurred."

This error message appears when you try to export an invoice, but the supplier has been deleted in Xero.

What to do if you see the message "The supplier does not exist in Xero"

This export error message appears when you try to export to Xero, but the account names (nominal codes) have been archived.

What to do if you see the message "The specified bank account details do not match a known bank account"

This error message appears when you try to export, but an invoice (bill) with the same number already exists in Xero.

What to do if you see the message "Bill cannot be exported as it already exists in Xero in a non-modifiable status"

This export error message appears when you try to export to Xero, but  one or more expenses falls within a locked period.

What to do if you see the message "The document date cannot be before the period lock date"

Sam Kelley

Troubleshooting: Xero

What to do if you see the message “Associated Quickbooks expense account is missing” or "Invalid Number"

What to do if you see the message "Something you're trying to use has been made inactive" or "no longer available"

What to do if you see the message “Associated Quickbooks contra account is missing”

What to do if you see the message “Invalid Reference Id : Names element id not found”

What to do if you see the message "Supplier assigned to this transaction has been deleted."

What to do if you see the message “the account period has closed”

What to do if you see the message “One or more charge lines do not have a tax code associated with it.”

What to do if you see the message "When you use Creditors, you must choose a supplier."

Learn how to set up and administrate the Quickbooks Online integration for a seamless exporting experience

How to set up the Quickbooks Online integration

What to do if you see the message “Business Validation Error: The transaction needs to be in the same currency”

What to do if you see the message “Invalid Reference Id: Account assigned to this transaction has been deleted”

What to do if you see the message “Invalid Reference Id: Customer assigned to this transaction has been deleted”

What to do if you see the message “Associated Quickbooks contra account is not a bank account type”

Troubleshooting: Quickbooks

What to do if you see the message "contra account number is missing for expense"

What to do if you see the message “The client is not configured for the requested data transfer (dxso-job)”

What to do if you see the message “Failed to generate Ledger (…) buCode”

What to do if you see the message “Failed to generate Ledger Import Xml (...) accountNo”

Text in German: "Kassenbuch passt nicht zu Schema. Ursache: Intruder Alert"

What to do if you see a message about an "Intruder alert"

What to do if you see the message “The job-id is invalid because the corresponding data transfer job (…) is already finalized."

What to do if you see the message "Something went wrong. Please contact administrator"

Text in German: "Übergabe an das Kassenbuch konnte nicht durchgeführt werden..."

What to do if you see the message “Export to journal could not be performed”

What to do if you see the message "Transition account number (pocket reimbursement) is missing for expense"

What to do if you see the message “Fiscal year with Accounts Payable Ledger was not configured in Datev for exported invoices.”

What to do if you see a message about a "invalid auth code", "access to resource (...) denied", or "500 Error"

What to do if you see the message “The user does not have any clients. It is recommended that the user contact the tax consultant.”

What to do if you see the message “a negative account balance occurred” (German: Es ist ein Kassenminusbestand aufgetreten)

What to do if you see the message “before the date of the opening balance” (German: Vor dem Datum…)

What to do if you see the message "Failed to created Datev export job (...) Reason: Fiscal year"

What to do if you see the message "Expense isn't processed due to a critical error"

What to do if you see the message “the account was not found” (German: Belegkreis im Kassenbuch nicht gefunden)

Troubleshooting: Datev Unternehmen Online

What to do if you see the message "You have configured invalid journals" or "The selected cashbook with number ... does not exist in e-conomic"

What to do if you see the message "e-conomic responded with access denied" or "We are getting unauthorised messages from e-conomic"

What to do if you see the message "the selected cashbook should either have the allowed entry types set to ‘All’ or 'Journal Entry’"

What to do if you see a message saying "The Contra number is not defined in e-conomic"

What to do if you see the message "e-conomic is responding with an unknown error"

What to do if you see a message saying "We have experienced an internal server error" or "Bad request"

What to do if you see the message "There is no open accounting year for date..." or "Missing accounting year ... "

What to do if you see a message mentioning an "input string"

What to do if you see the message "Cannot assign a main project to a cash book entry"

This error means that the number of receipts has exceeded the journal limit in e-conomic.

What to do if you see the message "Could not auto assign all the required numbers"

What to do if you see the message "File attachment failed"

What to do if you see the message "You have specified the project but no cost type"

If you see this message, re-import your Categories to make sure that they're in sync between Pleo and e-conomic.

What to do if you see a message saying the "Account number is not present in e-conomic" or "Account(s) is not found or barred."

What to do if you see a message saying the "Department number is not present in e-conomic"

What to do if you see message "Validation failed"

Troubleshooting: e-conomic

What to do if you see the message "Transaction info is mandatory on account" (Swedish: Transaktionsinfo är obligatoriskt på konto)

What to do if you see the message "Cost centre is disabled" (Swedish: Kostnadsställe är inaktiverat)

What to do if you see a message about a "refresh token" or "timeout"

What to do if you see a message about "Missing user permission" (Swedish: Saknar behörighet för att bokföra verifikationer / Saknar rättighet för att använda verifikationer)

What to do if you see the message "The selected verification series is not marked as manual in Fortnox"

What to do if you see the message "Missing account number for this expense"

What to do if you see the message "project is closed" (Swedish: Angivet projekt är avslutat)

What to do if you see the message "No accounting year exists for the specified accounting date" (Swedish: Inget bokföringsår existerar för angivet bokföringsdatum)

What to do if you see the message "Cost centre is mandatory on account" (Swedish: Kostnadsställe är obligatoriskt på konto)

What to do if you see the message "Project is not allowed on account" (Swedish: Projekt är ej tillåtet på konto)

What to do if you see the message "Cost centre is not allowed on account" (Swedish: Kostnadsställe är ej tillåtet på konto)

What to do if you see the message "Account is not active" (Swedish: Konto är inte aktivt)

What to do if you see the message "Failed to export a receipt"

What to do if you see a message saying "Bad request"

What to do if you see the message "The accounting date is in an automatic cut-off period" (Swedish: Bokföringsdatumet ligger i en automatlåst period)

What to do if you see the message "Projects are mandatory" (Swedish: Projekt är obligatoriskt)

What to do if you see a message saying "Invalid verification series specified" (Swedish: Ogiltig verifikationsserie angiven)

What to do if you see the message "Invalid account" (Swedish: Ogiltigt konto)

What to do if you see the message "Specified cost centre is not active" (Swedish: Angivet kostnadsställe är inte aktivt)

What to do if you see the message "project accounting period is not active" (Swedish: Projektredovisningsperioden är inte aktiv)

What to do if you see the message "Account missing in chart of accounts" (Swedish: Konto saknas i kontoplanen)

What to do if you see the message about a  "locked period" (Swedish: "har låst perioden t.o.m.")

What to do if you see the message "The project does not exist" (Swedish: Projektet existerar inte)

Troubleshooting: Fortnox

How to provide further information on an issue

How to take a screenshot with the console open

For optimal performance and security, make sure you're on the latest version of Pleo.

How to update the Pleo mobile app

Learn how to disconnect and reconnect your bookkeeping system to refresh the integration.