Sometimes when you try to enable a customer in Rechargly, you may get an error saying there’s no email address for the customer, even though the email is visible in Xero. This typically happens when the customer record mapped in Rechargly doesn’t match what you expect.
Why this happens:
Rechargly relies on matching customer names exactly as they appear in Xero. If you have multiple similar or duplicate names in Xero, it’s possible that Rechargly is linking to a different record that you updated.
This means:
The customer you are trying to enable might look right but is actually linked to a different record in Xero.
The correct customer record in Xero has the email, but the one mapped in Rechargly doesn’t.
How to resolve:
Double-check the customer mapping in Rechargly:
Go to the Mapping tab in Rechargly.
Search for the organisation/vendor you’re working on.
Check which customer is mapped. Ensure this matches exactly the customer name you expect in Xero.
Check the email address in Xero:
Ensure the customer record you intend to map to has an email address populated in Xero Blue.
Update the mapping if required:
If the wrong customer is mapped, update the mapping so it points to the correct customer with the email address.
Enable the customer:
Once the correct mapping is in place and there’s a valid email address, return to the Billing page.
Click ‘Enable’ for the customer.
If you want the agreement to go out immediately, tick the Send emails now option.