Long-tail answers
Common questions about Connect Zero.
Cannot find your question? Email support@connectzero.app and a real person responds, usually the same business day.
Compatibility and prerequisites
Compatibility and prerequisites.
Does Connect Zero work with ConnectWise Manage Cloud and on-premise?
Both. ConnectWise Manage Cloud is the common case. Recent on-premise versions with REST API access also work, you provide the site URL, company ID and API user credentials.
Which Xero plans are supported?
Any Xero organisation with API access. Xero Starter, Standard, Premium and Ultimate are all fine. Xero Payroll AU is required if you want payroll timesheet sync.
Does it work with Xero international (non-AU)?
Yes for invoicing, procurements and payments. Payroll is region-specific, Xero Payroll AU only, because the payroll feature surface depends on it. [OPERATOR DECIDE, confirm before publish.]
Which ConnectWise modules are required?
Service, Procurement, Time Recording and Members are the active modules Connect Zero reads from. Sales modules are not required.
What ConnectWise API scopes does the API user need?
Read and write on Service, Procurement, Time Recording, Members and Locations. Create the dedicated API user under System > Members > API Members.
Do I need a Xero admin to authorise it?
Yes, the initial OAuth grant needs Xero admin permissions on each organisation you want connected. After the initial grant, day-to-day operation does not require admin.
How the sync works
How the sync actually works.
Is this real-time?
No. Continuous, scheduled sync. Default every six hours per job family. Force-sync from the dashboard any time.
Can I change the schedule?
Yes. Each job family stores its own cron expression. Editable per tenant from Settings > Schedule.
What if I edit an invoice in ConnectWise after it has synced?
Status changes write back. Line-item edits to an already-synced invoice replay on the next scheduled cycle, with the latest ConnectWise state taking precedence.
Are agreement invoices supported?
Yes. Once an agreement-generated invoice hits pending status, it syncs like any other invoice.
What about credits and refunds?
Credit notes and refunds applied in either system flow through on the next scheduled cycle. Use force-sync if you want them across now.
Can I skip an invoice from syncing?
Yes. The skip-invoice flag in the dashboard marks a specific invoice as not-for-Xero. Reversible.
Accounting and reconciliation
Accounting and reconciliation.
How does Connect Zero handle GST?
Tax rates are pulled from your Xero organisation. The mapping screen lets you bind ConnectWise tax codes to Xero tax rates, including GST 10%.
Multi-currency?
Yes. Currencies pulled from Xero. Payments respect the original invoice currency. [OPERATOR DECIDE, confirm Connect Zero behaviour for currency conversion at payment time.]
How does payroll year-end work?
Connect Zero is not a payroll engine, it feeds Xero Payroll. Year-end runs in Xero exactly as it would without Connect Zero.
Does Connect Zero respect the Xero payroll calendar?
Yes. Timesheet entries land on the matching pay period for each staff member.
What about leave balances?
Leave applications and leave types sync from Xero so Connect Zero mapping screens know what to expect. Balance calculations stay in Xero.
Security and data
Security and data.
Where is data hosted?
Connect Zero application infrastructure runs in Australia. Your accounting records stay in ConnectWise and Xero.
What does Connect Zero store?
Mappings, schedules, sync logs (request and response payloads), notification preferences, and your ConnectWise and Xero credentials encrypted at rest. We do not warehouse your invoices, payments or payroll data.
Who can see my tenant data?
Only users you invite to your team. Auswide IT support staff can read-only impersonate a tenant via a token-based mechanism for diagnostics. Impersonation actions are logged.
Is Connect Zero Australian Privacy Act compliant?
See our privacy policy for the full data handling statement. Operator and counsel to confirm wording before publish.
What about GDPR for UK and EU clients?
Customer data lives in your Xero organisation and ConnectWise tenant. Connect Zero acts as a data processor for the sync logs only.
Billing and trials
How Connect Zero Secures, Stores, and Manages Your Data
How does the 30-day trial work?
Sign up, run the integration end-to-end. No credit card required. After 30 days you choose a tier and add billing details, or cancel.
What happens if I exceed my tier invoice limit?
Per-invoice rates apply above the included volume. The dashboard shows projected monthly bill so you can move up a tier if it works out cheaper.
How do I cancel?
From the dashboard. Cancellation stops the next renewal, the current cycle continues so you keep using it through the paid period.
Refunds?
No retrospective refunds on monthly billing. Cancel any time before the next renewal.
What currency?
AUD, billed monthly via Stripe.
Support
Support.
Who responds to support requests?
Auswide IT in Adelaide. Real humans, not L1 scripts.
What hours?
Adelaide business hours (ACDT or ACST), Monday to Friday. Same-business-day response.
Phone or email?
Both. (08) 7008 7870 or support@connectzero.app.
What if I find a bug?
Email support with the tenant ID, the timestamp and the integration surface (invoices, procurements, payroll or leave). Logs scoped per location make root cause easy to find.
Question not answered?
Email the Adelaide team or start the 30-day trial and try it for yourself. Most questions answer themselves once you have a tenant up and running.
Last verified 22 May 2026 against current Connect Zero behaviour. Any FAQ entry tagged [OPERATOR DECIDE] is awaiting final confirmation. Email support@connectzero.app if you spot anything that does not match what you see in your tenant.
