Frequently Asked Questions
Frequently Asked Questions
Below you will find answers to the most common questions about using Solido. If your question is not covered here, contact us at [email protected] and we will be happy to help.
How do I disconnect Xero from Solido?
Navigate to Settings → Integrations, find the Xero connection panel, and click Disconnect. Your existing data in Solido is preserved, but syncing will stop until you reconnect.
Can I connect multiple Xero organisations?
Each Solido workspace connects to one Xero organisation. If you have multiple Xero organisations, create a separate workspace for each one. Each workspace operates independently with its own data, settings, and team members.
What happens if my Xero connection expires?
Xero uses OAuth tokens that can expire over time. When this happens, syncing stops and you will see a notification in Solido. To fix it, go to Settings → Integrations and reconnect your Xero account. This generates new tokens and resumes syncing.
Can I connect multiple email accounts?
Yes. You can connect multiple email mailboxes to a single workspace in Settings → Email Mailboxes. Each team member can connect their own mailbox, and you can assign different mailboxes to different reminder rules. This lets you send initial reminders from one email address and escalated reminders from another.
What data does Solido access from Xero?
Solido accesses your invoices, contacts, and payment information from Xero. This includes invoice numbers, amounts, dates, due dates, payment status, customer names, and contact email addresses. Solido does not access your bank account details, payroll data, or any other financial information beyond what is needed to manage accounts receivable.
Is the Xero integration read-only?
Yes. Solido only reads data from Xero. It does not create, modify, or delete any records in your Xero account. Your Xero data remains completely untouched by the integration.
How often does Solido sync with Xero?
Solido syncs automatically at regular intervals throughout the day. You can also trigger a manual sync at any time from Settings → Integrations by clicking the Sync button. Manual syncs are useful when you have just recorded a payment in Xero and want Solido to pick it up immediately.
What happens if a sync fails?
If a sync fails, Solido will automatically retry on the next scheduled sync interval. You can view the sync history and success rate in Settings → Sync Status. If syncs are consistently failing, try disconnecting and reconnecting Xero to refresh the connection.
Does Solido import historical invoices?
Yes. When you first connect Xero, Solido imports your outstanding invoices. This gives you immediate visibility into your current receivables. Paid invoices from the past are also synced so you have a complete picture of your invoice history.
How does AI email generation work?
When a reminder is due based on your configured rules, Solido uses AI to generate a personalised email. The AI takes your rule instructions, the invoice details, and the customer information to compose a natural, professional email. Each email is unique rather than a static template, which helps improve open rates and responses.
Where do client replies go?
Since reminder emails are sent from your own email address (Microsoft 365 or Google Workspace), any replies from your customers go directly to your inbox. Solido does not intercept or manage replies. This means you handle all customer communication through your normal email workflow.
Do sent reminders appear in my sent folder?
Yes. Emails sent through Solido appear in the sent folder of the connected mailbox. This gives you a complete record of all reminders alongside your other sent emails.
What happens when an invoice is paid?
When Solido detects that an invoice has been paid in Xero, it automatically cancels any pending reminder emails for that invoice. No further reminders will be generated. This happens during the next sync after the payment is recorded, so there is minimal delay.
How do I stop reminders for a specific client?
Navigate to Contacts, find the customer, and toggle their Reminders switch off. This immediately stops all future reminders for that customer. Any emails already scheduled will be cancelled. You can toggle reminders back on at any time.
Can I preview emails before they are sent?
Yes. Navigate to the Emails page to see all scheduled emails. Click on any scheduled email to preview its full content, subject line, and recipients. From there you can approve it, edit it, or cancel it before it goes out.
What payment methods do you accept?
Solido accepts all major credit and debit cards including Visa, Mastercard, and American Express. Payment details are managed securely through our payment processor. You can update your card at any time in Settings → Billing.
Can I change my plan at any time?
Yes. You can upgrade or downgrade your plan at any time from Settings → Billing. Upgrades take effect immediately with pro-rated billing. Downgrades take effect at the start of your next billing period so you retain access to your current plan's features until then.
What happens when I cancel my subscription?
When you cancel, you retain full access to Solido until the end of your current billing period. After that, no further emails will be sent and your account becomes inactive. Your data is preserved, so if you decide to resubscribe later, everything will be waiting for you.
How is my data secured?
Solido uses industry-standard encryption for all data in transit and at rest. Your Xero credentials are never stored directly. Instead, we use OAuth tokens that can be revoked at any time. Payment information is handled by our PCI-compliant payment processor and is never stored on Solido's servers. Access to your workspace is controlled by the roles and permissions you configure for your team.
Who can see my data?
Only team members you have explicitly invited to your workspace can see your data. Each workspace is isolated, so team members in one workspace cannot access data in another unless they have been invited to both. Solido support staff may access your workspace data only when you contact support and grant permission for troubleshooting purposes.
