Xero Reviews 

Ben patiently helped me set up Xero and answered questions I had on Xero.

After nearly 3 years using XERO the bank feed has (6 weeks ago) decided not to work. This is very inconvenient and despite being regularly told by XERO to keep refreshing the bank feed daily it has not resolved itself. For the past 6 weeks I have refreshed this multiple times every day. This problem is now over 6 weeks old and still being told to daily refresh the feed. Seems the only offer of assistance is to cross fingers and hope for the best. You would think that a business software application would be making the lot of small business easier but XERO is adding to my administrative burden and is now making my choices to leave really easy. Operating with a simple financial spreadsheet would be far easier, less stressful, more accurate and reliable and certainly cheaper. I could not possibly recommend XERO to anyone!

What could have been a tense and anxious meeting turned out to be an extraordinarily helpful, even enjoyable one. This is my first time using an accounting package. And Ben's proficient and calm manner completely settled my nerves. Every hurdle was met with a seasoned and measured solution. Ben showed our Xero package to be adaptible and open to expansion. Our charity accountant was on the call, and he found Ben a confident and knowledgeable guide. Our meeting overran and Ben absorbed that too. It was an excellent session.

Nothing but 5⭐ for my 1-1 support session today. john.ekilisie was awesome and I really appreciate his introduction to Xero and it's functionality. Really helpful and I'm super pleased with my accounting software choice. Thank you again

Mia ,

Is extremely knowledgeable an knew exactly how to fix the issue I was faced with and I commend her for her extended efforts, an absolute pleasure to deal with , Thanks again Paul :-)

Very helpful

To proactively offer an introductory session to Xero with an expert in this App is a breath of fresh air. Dara certainly was an expert and answered my questions to my complete satisfaction.

The onboarding was incredibly extensive but efficient. It really helped me have confidence with the tool.

Impossible to make contact with anyone to cancel my subscription . Don’t respond to emails . Wouldn’t recommend them for MTD

Suzie was really helpful and very thorough.

Being charged despite cancelling account. No way to contact support.

Ben was very welcoming, professional, clear and wholeheartedly helpful!

Suzie Vella - Friendly, clear, informative, great onboarding session and brilliant all round.

Sam was very patient and explained it all extremely well and found a solution very quickly. Very professional with a good manner.

Ben was fantastic! he did not rush and was very clear when explaining the processes

Decent software but recent price rises don’t justify the product

The product is great, but the price keeps increasing every 6 months by 10% to 12 %. They know it is a hassle to change providers, so they keep sending you a notice of 4 to 5 US per month increases, every 6 months. They should give us a loyalty discount and share the economies of scale of millions of users. The value for money decreases now; I am at 54USD monthly for the basic system, and I had to cancel the multi-currency option to stay at this range. I also had to pay extra for the Payrun system that they stopped providing as part of the package. So fewer features for a higher price.

Summer was as her name indicates bright and full of energy.... very reassuring, very amiable an absolute delight to speak with this morning.

Xero is becoming more and more frustrating to use
I've been using Xero for a while now, but some of the decisions they've made recently are really starting to make me question whether I want to keep using it.

It feels like Xero is becoming more interested in what works for Xero than what actually works for its customers.

1. The new invoice template

The new invoice template is, quite honestly, rubbish.

The assumption that one invoice design is going to suit every business is just ridiculous. Different businesses have different customers, different branding and different information they need to show on an invoice. One size does not fit all.

Yet Xero has basically forced customers onto the new template.

If you don't like it, you're left trying to work around it and spend hours mucking around with the Word templates to get something that actually looks professional. And to be honest, the Word templates aren't even that great, but they still look better than the new Xero invoice.

How is this an improvement?

Xero could at least give customers a choice. Or, better still, provide a WYSIWYG (what-you-see-is-what-you-get) invoice designer where customers can actually customise their invoice to suit their business, their branding and their customers.

Now that would be cutting-edge technology — giving customers the ability to design an invoice that actually works for their business. What a revolutionary idea.

Customers are paying for Xero to save them time, not create more work for them. If Xero creates a problem that forces customers to spend hours trying to fix or work around it, then perhaps customers should be seeking compensation for the time they've had to waste fixing something that wasn't broken in the first place.

2. The bot for support

The support situation is another major frustration.

You used to be able to go into Xero Central, search for your problem and generally find the information you needed. Now it seems everything has to go through a bot.

Sometimes I don't want to talk to a bot. I just want to search for an answer or speak to someone who understands the problem.

It feels like Xero has decided that putting a bot between the customer and support is more important than actually making the support experience easy.

And then there's the privacy side of it.

We're talking about accounting software here. Customers are dealing with business information, financial information and potentially other sensitive information. If I'm required to put information into a support bot, I want to know exactly what happens to that information, what gets kept and who has access to it.

That shouldn't be something customers have to wonder about. Xero should be upfront about it.

The whole thing just feels like another example of Xero making changes without really thinking about what the customer experience is going to be like.

And that's my biggest problem with Xero at the moment.

It feels like the customer is no longer at the centre of the decision-making.

AI and automation might save Xero money or make things easier for Xero, but that's not the point. The point should be whether it makes things better for the people paying for and using the software.

At the moment, I'm not convinced it does.

The forced invoice changes, the increasingly frustrating support process and the feeling that customers have less choice than they used to are all adding up.

I've stuck with Xero because changing accounting software is a pain, but I'm now seriously looking at what else is out there.

Xero needs to remember that we are the customers. We shouldn't have to put up with a worse experience simply because it suits Xero's way of doing things.

Why has the invoice template changed? how can I change it back? It's detrimental to my business, I didn't authorise it and it means I can't invoice today. please can someone contact me