Xero

Unable to give negative or zero stars.will be filing court claim as unable to speak to customer service. Waste of time of customers of no consequence to them they think! Disrespectful corporate citizen.will be canceling account and will be demanding full refund plus interest thereon a Court rates per schedule J as entitled for double charged and every time a waste of considerable time. This country needs exemplary damages awarded.will be pressuring regulator and will be apply for CrowdFunding class action
Pino Fiorentino

One of the WORST web site designs possible and the support service is non existent. If I could go ZERO star I would. Tell me again how to track your log on issues when you are not able to log on?
None of the online help methods are valid

The software function module is OK, but the after sale/customer service is rubbish.

Even your company is a medium to big size company, you wouldn't have an account manager to manage your query.

The customer service/technique support common reply:
1. Shift responsibility (e.g, if it's bank feeds issue, you need to contact your bank.if it's tax issue, you need to contact ATO, etc.) but these issue actually all XERO's system Loophole.

2. Answer to you "we're also aware this issue.the technique team is currently building up new solutions" but you never see XERO has any improvement.

3. All XERO negative comments is about the service. No improvements at all. You will see OG replied to each negative review but why not spend your time to ask each person's ticket number to help them solve the question? Action is better than any valueless explanation.

Very bad company, unhelpful customer services, keep changing different person to handle the case, make problems become more complex and worse, now I prefer to pay more to use MYOB, more professional team and price is affordable.

Read all the one star reviews. Not happy with the support teams response, it shows disrespect to their customer.

Very bad service. Can't contact to change email address/password and login. Can't stop direct debit payment - have not used since last Oct when we cancelled.

Unhelpful, useless services. Not one to write bad reviews - but I will here. I repurchased my subscription through Apple, and still could not gain access to my previous account. When I contacted Xero for help, they said I need to pay AGAIN through Xero to reactive my account. Very poor customer service and it was not clear that this was the process that needed to be taken. So now I am $50 short and nothing came from it. As a small business owner, this is really frustrating as I can't now invoice clients on time and lost money in the process.

Xero Stars For Support! 0
Hi Xero, since you have no other way of contacting you and have no relevant support, I'm letting you know your iPhone app is not allowing receipts to be allocated to the 'where did you spend' section for any new suppliers. I've re downloaded the app on two different phones so the problem is from your back end. Can you fix this so I can do my BAS. Cheers

This is rubbish, I keep on trying to sign into my account knowing that password is right, I changed my password so many times and it still tells me that my email and password don't match, when I know they do! Rubbish stay away from it

This company is possibly one of the worst for customer service i have EVER encountered. They are making billions every year yet cant even afford to pay proper support staff to help their customers. Im off to quickbooks, this is a joke!: (

Extremly poor customer service. There's one rep contacting us when we sign up for the free trial. After we actually signed up he does not response to email nor answer the phone.
We need to contact the Billing department and there's no way to call them.
Xeo says for small businesses - it looks like they take advantage of them instead of supporting them.
Extemly unprofessional and horrible. We need a customer service phone number to call Xero.

Have just switched one company to Xero from MYOB. During conversion, I've found that basic record keeping features are either not available, or require an additional service subscription (Projects at an extra $10/month per user for example). One was eventually found buried so deep in the platform with an odd name not consistent with use by Quickbooks, Reckon & MYOB. And support? Well the expected response time to my email (no phone available) is 23 hours. That's longer than Telstra. Based on the first 2 days, I think I made a mistake choosing Xero.

[EDIT] And after 6 weeks I can confirm Xero was an expensive mistake. Its doesn't perform basic book-keeping and is sloppily written. Almost all businesses buy goods/services for one price and sell them for another, using a number or other description to follow the goods/services from purchase through to sale. Yet Xero doesn't allow this for more than 90 tracking numbers, which many businesses would exceed in a week. When generating invoices from bill data, it reuses the buy-price, not the sell-price, and deletes the purchase description and quantity if the price is manually updated. It's also imprecise: in reports, for the "description" field it produces "seller+ description" for example. It's standard invoice template includes a number of oddities, such as no page numbers. I would not make this choice again.

Worse customer service ever, My bank feeds are not updating so every time I have to do it manually, I have a question for Xero App developers! If I have to do it manually every time why not using excel spreadsheet instead?
Now they are gonna get back to me in a month time and be like " Oh hey Ben, We are so sorry about what happened! Is there anything we can help you with" and I be like "Oh hi Xero team, Thanks for getting back to me, Nah I was just talking to my self! Poker face Emoji"

Customer service? No such thing with Xero. Need help running a business on their software and you can’t even contact them.if I could give 0 stars I would

The most pathetic customer service known to man kind!
it is absolutely non existent! But they're happy to take my money!

Why can't I easily find a contact number for technical support on your Web site. I pay a monthly subscription for your service and I can't speak with anyone.

Terrible service. Been trying to sort out an issue with the MFA & can't get into our account for 1 month now & still no help

If you value support stay away from Xero. I logged in last week to find my file corrupted and lots of entries deleted and reset to 'unreconciled'. Rather than escalate the issue, they deflected.
No human support, email response only, and with a different person each time to ensure lack of continuity. Zero ownership of an obvious tech issue on their end.
I'm left with a major accounting headache with bas and EOFY due! Xero are not bothered. Thanks heaps guys.

For some reason it's not letting me post invoices. I asked for help 7 days ago and haven't received a response. There's no option to call for support and if they don't call you back after an online request for help there's nothing you can do. This isn't the first time this has happened. I'll put up with Xero until the end of this financial year and then switch to someone else. I STRONGLY SUGGEST YOU DON'T SIGN UP TO XERO - THERE'S NO RELIABLE SUPPORT.

Edit: May 2,2021. Quarterback Finance. I was able to post again after 10 days, no explanation for the problem offered. But, It's happened again this month (May), again I asked for inline help (the only option), again, I was able to post invoices again after two weeks.
Edit: July: It happened again. After 7 weeks of no response from Xero - June to near the end of July - I fronted up to their sales office in Sydney to get help as I needed to get my accounts finalised so that I could get my BAS in and my accountant could get EOFY tax return done and lodged. They wouldn’t give me the customer service number but a couple of sales guys did sort it out so that I could post invoices.
Edit: September 7,2021. Problem has recurred. This has been going on for six months and despite multiple requests for someone to give me a call or at least respond to my online requests I’ve had no response at all from Xero. I’m guessing that my account isn’t big enough for them to care about. If you’re a small business thinking about signing up for Xero, keep that in mind, they’re probably not going to care about you. Once I get this sorted I’m heading to quick books, they’re also a lot cheaper!

Have just switched one company to Xero from MYOB. During conversion, I've found that basic record keeping features are either not available, or require an additional service subscription (Projects at an extra $10/month per user for example). One was eventually found buried so deep in the platform with an odd name not consistent with use by Quickbooks, Reckon & MYOB. And support? Well the expected response time to my email (no phone available) is 23 hours. That's longer than Telstra. Based on the first 2 days, I think I made a mistake choosing Xero.