How to contact us

The quickest way to reach us is email: "help@hyvelabs.co". Every message goes to the team that builds and supports Post to Xero, so you are writing to the people who can open your store's setup and put things right. You can also click the help button in the bottom corner of the app to contact us.

What to include

• Your store URL, the one ending in .myshopify.com, so we can verify your setup.
• The order number, or the payout date for a summarised invoice, if your question is about a specific order or invoice in Xero.
• The error message you are receiving on the app.

If you are asking for something to be set up rather than reporting a problem, add what you are trying to achieve and what you expect the Xero invoice to look like.

Before you write

Many questions are answered on the order itself. The badge on Dashboard - Orders says what happened, and the View or Fix button explains what to do next. Order status badges lists every badge, and Is my order stuck, or just still processing? covers the waiting states. This help centre is organised by task, from connecting Xero through to specific error messages, so a search is often faster than waiting for a reply.

If an invoice looks incorrect in Xero, leave it as is and do not edit it manually. Our app is designed to correct the invoice by reposting the order with the proper settings; repairing a voided or deleted invoice is much more difficult.