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Xero
Roselyn Hartley Wide Bay-Burnett, QLD
Xero 0 customer support I rate this company very very poor.
Terrible customer support. The site says 24/7 support but that does not exist. There is no place to even send a support ticket to ask, via email for help. Frustrating experience. I do not recommend this company because it has no back up support. There is no one to contact to ask questions to solve the simple problems. Right now the web site is so so slow it is constantly buffering. It has taken me 4 times as long to enter invoices and I do not have an internet speed problem. What good is any product if you don't have any after sales service. Buyer BEWARE
1 comment
KTESouth East Queensland, QLD
- 3 reviews
- 3 likes
Useless. Slow. Pain in ####
Wheres the support. Why is this program so difficult. And many support questions go unanswered.
Time sheets and pay run system is a joke!
Price rise after price rise to boot!
1 comment
XeroXero
We don't want to be a pain in your ... neck ... our support team is there on Xero Central and are a team of Xero staff members based around the world. If your search doesn't show up immediate help, th...
Read moreere's a link to come directly through to the team. If you have done this and have a 'CX' case/ticket number I can use to follow up on your issue I can do this. Thanks and I'm sorry you're disappointed in us! -OGj.busuttil
- 2 reviews
Terrible support
Terrible support, I have not been able to login to my account for the last two years,
Impossible to get decent assistance by email, it's all templates and no help, get a phone number or live chat, it's the freaking 21st century these are basic support tools that should be required.
1 comment
XeroXero
2 years?! That's terrible and I'm sorry you've not been able to get this sorted out. I can't see any email or support tickets with the name on this review so if you could provide me with a 'CX' case n...
Read moreumber I can take a closer look. Our support team are real people who can help you in person via ticket or over the phone once we receive information from you that something is wrong. We're using the latest technology to help with this too - when you ask for help on Xero Central we have machine learning and intelligence to show you solutions immediately for your issue (even when you type "can't login") and when they don't help there are links to go through to our support team. If you're still unable to login and have not yet got to our support team, please use this link > https://central.xero.com/s/contact-support-login You'll receive an automated message back with a 'CX' reference number and troubleshooting steps, you can reply to that if none of those work and our support team will get in touch with you directly. Thanks. -OGFind out how Xero compares to other Financial Planning Services
Know better, choose better.
employment2017saMetropolitan Adelaide, SA
All about the money
The Xero system is okay to use. The online support is terrible, they respond but their information is incorrect. Xero gave NO support to small businesses during the pandemic by continuing to charge full fees.
1 comment
XeroXero
I'm sorry to see you didn't get the response you expected from our support team :( I would like to see what's going on there, if you could respond with a 'CX' case number so I can get better context? ...
Read moreWe have not reduced our subscription during the pandemic but we have done many other things to support our customers and the very important small businesses that run our world! There is the option to pause your subscription if your business is not operating and we have added new features to Xero to help business owners look back and forward in terms of cashflow and performance in order to gather information for any government assistance that might be relevant. Thanks for the feedback and I'm sorry to see you disappointed in us. -OGJodiSydney, NSW
- 2 reviews
- 1 like
Terrible Support - Think twice before signing up!
How disappointing! I can't log into my Xero account and have requested Xero customer support call me, so this issue can be resolved. I have had trouble now going into the second week and have requested Xero Support call me now about 8 times with no success. No one calls me, but instead I seem to get an automated response with no real help, directing me to read documents which the advice does not work.
I also now have been given conflicting advice from their customer support and have become quite frustrated with their lack of support.
My issu...
Read moree is still not resolved and I need to do payroll. Someone suggested I move over from MYOB to Xero and I am now wishing I never moved over!! Read other comments on here, about Xero's customer support or lack of, before signing up!1 comment
XeroXero
Hi Jodi - it's not good to see you were waiting on help from our support team! I saw the review you posted on TrustPilot as well so was able to find out about the issue you had with 2SA and logging i...
Read moren. Per my comments there I'm sorry it took some back and forward to get it sorted out. We do need formal verification steps in writing when dealing with access to an account. I'm sorry this wasn't clear and that you felt like you got the run around! I have passed on your comments to our support team. Thanks. -OGRobertSouth East Queensland, QLD
- 8 reviews
- 1 like
Support, what support, everything is email - enjoy broken english support to the fullest
Yep - I was just looking at starting off with this however there is no support apart from online. So this means, you get it - you get to speak to a third world country robotic support team that will not read your email but will send you an automatic robotic response based on them reading the first two lines with no sense of what your initial question was to start with. You know, the Telstra type of support where everything is scripted. Obviously they save big amounts of money on outsourcing their support to third world countries. Think of i...
Read moret this way - if these people don't have a way to talk to someone in sales without (requesting it) - I wanted to speak to someone on Friday with several hours left in the day, he got back to me today after I missed one of his phone calls - what chance have you got of getting good technical support if they don't even have a contact number for sales.1 comment
XeroXero
Hi Robert - I'm sorry to see this disappointing experience with our support team. I can assure you the folks helping you are Xero staff members based in our offices (and currently of course, their hom...
Read morees) around the world! When you use Xero Central we do serve up suggested solutions automatically so that you get an answer in real time, but if that doesn't cut it you can go on to contact our support team. If we have your contact details and phone number and a phone call or screenshare is the best way to help then we'll do that! We don't have an incoming number, no, we simply ask for details online first so that we can make sure we have the right product expert get back in touch with you, and by logging your query online we can find out where you are, what version of Xero you're using etc up front without having you wait on hold or be transferred about the place. If you can tell me a 'CX' case number that we're failing to help on now I can follow up. Thanks for sharing your experience and I'm sorry it was terrible for you :( Thanks.-OGDylan H.Perth, WA
- Verified customer
Love it until I needed support. There is NO SUPPORT at all.
Having used Xero objectively for approximately 3-3.5 years, I can say most things work well but nothing prepared me for the experience of having my account locked when changing my primary email address.
Their support consists of forums and circular, automated emails telling you to go back to the forum to read about why you can't login all over again. It's been 3 day now and I can't process payroll. It is beyond reason that a company this size doesn't offer human support.
6 comments
XeroXero
Oh my goodness we DO offer human support and I'm sorry to see you've been going around in circles. I hope this has been resolved by now, and if you tell me the 'CX' case number you have I can take a look to make sure. Thanks. -OG
I did get the issue resolved, but only after contacting more than a dozen Xero employees on LinkedIn. If Xero has human support, can you show me a screenshot or link on where to find it?
XeroXero
If you use this link https://central.xero.com/s/contact-support it's a form that is submitted directly to our support team. -OG
KatIllawarra, NSW
- 2 reviews
- 3 likes
Locked out for over a month
I have been unable to add or view employees details for over a month. This has caused me to lose valuable staff as I cannot create legitimate payslips. I have troubleshot, given time for possible cliche to self resolve, searched Xero central, I cannot fix this myself. Whilst working from home I can’t send a help request to Xero as I don’t have Xero set up on my phone 100% properly (just another time sucker) and can’t ring them as they have no phone number. I have searched for an external way to send Xero a message but keep getting directed bank to Xero central. Biggest waste of money and time ever! Don’t take on Xero, even my bookkeeper has trouble.
1 comment
XeroXero
Hi Kat - I'm sorry to see this. As long as you can log into Xero you should be able to come straight through to our support team here > https://central.xero.com/s/contact-support I hope you've been ab...
Read morele to do this and everything is sorted out with the payroll now. Our team will certainly give you a call or jump on a screenshare with you once we receive details via Xero Central. -OGSupport
We all no in small business we need support, we are builders, gardeners, plumber, dressmakes, not accounts. We don't have time to mess around with our book keeping. We need help from time to time when thing go wrong with our book keeping. I find Xero has no support at all, its the worst i have ever come across in my life, if ran my business like them I wouldn't have one. We all need to move no
1 comment
XeroXero
I'm sorry to see this opinion of Xero and our support team :( We hope Xero Central can pop up and answer straight away when you enter your question, with our support team there when you need more help...
Read more. If you questions is about your bookkeeping in particular, you should check with your accountant or bookkeeper. We can help with Xero for sure and I'm sorry to see you had to wait - can you tell me the 'CX' case number so I can see what caused this. Thanks for the feedback. -OGFind out how Xero compares to other Financial Planning Services
Know better, choose better.
Shane Reynolds
- 2 reviews
- 1 like
Bad customer service and the cancellation policy is a scam
Avoid this place at all cost as you might be scammed they continue to bill you even when you have cancelled your subscription during a pandemic. No empathy; They store your credit card data even when you ask for it to be removed under Australian law. I have referred this complaint to the ACCC
1 comment
XeroXero
Hey, beyond the one month notice period you should receive no further charges so I am not certain why this is happening. I'm sorry to see this, the pandemic is hard enough without unexpected charges. ...
Read moreI am having trouble locating a ticket from you to our support team - can you tell me the 'CX' case number so I can find and have someone investigate what's going on? Thanks. -OGThe Cut Above HairPerth, WA
Cancelling subscription
I lost my business to fire in feb 2018, and cancelled the subscription back in July 2018. They still keep taking money from my account, and then sending an invoice. Get it together XERO.
2 comments
XeroXero
Oh no, what?! Upon cancelation there's one month further charges but that should be it. Definitely something awry here - I assume you are in touch with our support team about this - if you could respo...
Read morend with a 'CX' case number I can find your info. Thanks.I havent put it thought to the xero team as you no longer take emails, and I'm not signing up for the other way you now do things. You have the name of the old company name, and that should be enough....
Read more But I have now cancelled that card, so you won't be able to take any more money. If you had wanted to really fix, through the company name, there should be my mobile number, so if I dont hear from you, basicly xero has not really bothered to sort this. Full company name, The Cut Above Hair Studio. And if anyone else has that name, my profile on this page shows which state I'm in. You do the work. Everybody want to do as little work as possible. I wont waste any more time on this... very disappointed xero.Xero is the most frustrating software I have ever used
Don’t get this software if you Need to pay wages etc as it continually freezes And takes forever to load, it is EXTREMELY slow, before single touch payroll Xero was an ok program To use for basic use (as a Recommendation from accountant) but don’t use it if you need to file stp, superannuation etc as it is so frustrating, And so time wasting, stick with your previous software it is so much more efficient than Xero will ever be.
3 comments
XeroXero
Ah, should definitely not be slow, let alone extremely slow! I wonder if you have come through to our support team about this - it would be good to have them investigate why you are experiencing this. -OG
Again this response from OG confirms just how much Xero cares!!
It took two weeks to respond with an answer that a teenager would write.
How patronising to say AH, as in “I don’t think so, you’re wro...
XeroXero
This is not our support forum and I care because I am trying to determine if you have raised a case with our support team. I don't have your name or any details with which to investigate. You raising ...
Read morea case with our support team is the best way for me to get someone in touch with you directly to see what you're experiencing. Let me know a case number or real name or email address please. =OGBaileyMetropolitan Adelaide, SA
Shame on you Xero
You find out the moral compass of a company who puts a price increase through when the world is suffering a Global Pandemic. If businesses haven't suffered enough - we now get a price hike from a company who has no community empathy!
1 comment
XeroXero
I'm sorry to see you feel this way. We've delayed this increase for a year to support small businesses during COVID-19. The increase allows for us to keep building for the future and continue to suppo...
Read morert the ongoing stability of our platform for the millions of customers that rely on Xero every day to run their business. We know the impact the pandemic has had on small businesses and the reliance on Xero for business as usual as well as the changes to regulations, government funding and cashflow challenges. Appreciate the feedback, thank you. -OGPat W.Chisholm 2905, ACT
- 2 reviews
It's generally a really great program
I find searching for things can be cumbersome. It used to be easier. I'm not overly keen on the new reports, they arent as flexible as the older ones, which I prefer to use as a general rule.
setting up payroll categories can be cumbersome also. Support was better when we could make a phone call and talk to a human, rather than having to wait for an email response.
1 comment
XeroXero
Appreciate your comments, thanks. And sorry to see your preferences are not being met with Xero - we certainly want things to remain easier, or get easier, not less so!! We've always had a support mod...
Read moreel of online first to find out what you need help with, then call back if that's the best way to help - and we still do that so I hope you have spoken to one of my colleagues by now if you had something you were waiting on help with when you wrote here. Let me know if I can help with anything. -OGAppliance RepairerSydney, NSW
Great product but limited support. Hubdoc SLOOOW
This review is more for HUBDOC that I believe is owned by Xero. It uploads to Xero but is EXTREMLY slow and I am not only one complaining. Posted this on Xero site ....HELP I Also find it EXTREMLY slow to the point of being unusable when adding new Suppliers. AS I believe Hubdoc is now owned by Xero, Xero may be able to resolve. There is nowhere to go for help in hubdoc that I can see. CAn hang for a minute or more then get message from like this from Chrome "page is unresponsive... Wait?or Close? ". I have a 50M connection so this is NOT the problem. Looks like no-one is getting an answer here in Xero so am going to post on producctreview.com.au for xero where it does look as if Xero representatives DO take some note of what is said.
4 comments
XeroXero
Hey, remind me the 'CX' case number from raising this with our support team? I'm sorry to see you experiencing slowness with Hubdoc. Yes, they are part of Xero now and i'm happy to get this looked into. -OG
Thank youOG ! #164116 only raised today
XeroXero
I wanted to check in and make sure all is well now. -OG
Find out how Xero compares to other Financial Planning Services
Know better, choose better.
Avara H.South East Queensland, QLD
Slow and unreliable
I have been using Xero for 3 months now and have been consistently frustrated by the following flaws:
The site is SLOWWWWW half the time I try to log on it just never loads, nothing I can do, I try to refresh and nothing. So that means my pay runs are not up to date....
Often when changing details to en Employee, Xero just fails to save updates, so I have to triple check everything to make sure it has been updated.
You have to pay extra for more than 5 employees, and it doesn't tell you this until you attempt to post the pay run... and then ...
Read morewhen i try to upgrade my subscription, doesn't load... Xero has zero (and i do mean 0) support- There's no one to call, no one to chat with, because the system sometimes just glitches out and doesn't load. Overall, I am super frustrated by Xero. It presents as a modern, flashy, easy system and its actually just really slow, clunky and expensive.3 comments
XeroXero
I'm so sorry to see this experience. Xero should not be as slow and 'glitchy' as you describe. I wonder if you did raise a case successfully with our support team? If you have the 'CX' case number I c...
Read morean use that to follow up with our team. Thanks. -OGi find it very difficult to find support and when i have tried to reach out, the site just freezes.
XeroXero
This is not good at all! If https://central.xero.com/s/article/Get-help-from-Xero-Support is freezing for you I definitely need to get that looked into. If you're able to complete the support form her...
Read moree > https://t.co/80YOfstJFN?amp=1 I can certainly follow up. -OGBattlerPerth, WA
- 2 reviews
Easy to use and gets the job done
It is intuitive to do the easy stuff and so efficient on day to day book keeping. It is a hard to do customized reports unless already set up in the system.
BlakeyGoulburn Valley, VIC
- 17 reviews
- 33 likes
Impossible to get help.
I am changing accountants and cannot get any help from XERO to do this. There is no way to call anyone and they do not call back. Automated messages say that I can expect an answer in 21 hours! This software is designed for accountants and not small business. It is difficult to navigate, impossible to get a useful report and the help is no existent. DO NOT BUY XERO.
2 comments
XeroXero
I'm sorry to see you completely underwhelmed by Xero :( The process for moving a subscription from one person to another requires initiation and acceptance by the two parties and not something we can ...
Read morestep into. However, we will help if and where we can! Without knowing the exact details of your situation I can't comment further, but I am sorry to see you're waiting on help. If you tell me the 'CX' case number I can follow up and make sure this is resolved by now. Thanks. -OGStill not resolved, the last question has taken over a week full of stupid replies until finally I was told that XERO will not fix the subscription problem. XERO is more than twice the price of the co...
Read morempetitive software and it is not designed for small business. It is overly complex, not intuitive or easy to use and uses accounting terminology rather than plain language. XERO is designed for accountants who get benefits for sucking users into using it. If you need help just forget it! There are no direct support phone calls, you have to send a message and wait until someone on the other side of the world wakes up and replies. XERO also make it very difficult to export all your data to another application when you have finally had enough.CJ P.South East Queensland, QLD
Looking After Their Mates
I am in the middle of a legal dispute with my old accountant which started when I said I was changing firms. Xero refuse to transfer my subscription over to me directly while admitting to me that has the power to lock me out and going on his current behaviour it is a distinct possibility. What legal right would they have to not give you the subscription to your own file? I will let you know. Really looks like a big corporation not wanting to upset the old boys club while hanging the liitle guy out to dry. If I have to start from scratch and...
Read more re-enter everything into a new file, I guarantee it won't be Xero file. Other than that program is fairly easy to use however all the add ons get really expensive. I ended up using a specific all in one project management tool. A lot cheaper than workflow Max, Deputy and Planright to get all the desired features.3 comments
XeroXero
We are certainly not in the business of hanging people out to dry and small business success is at our core! In the case of a dispute over a subscription our relationship is with the subscriber and we...
Read more can't intervene and adjudicate. Our legal support team provide guidance depending on the situation. If you tell me the support/case reference number you have I can check in with our team on your case. Thanks. -OGYou could make it your policy to start with that everyone agrees to when originally subscribing but your software but choose not to. Simple fix from your end. I did not ask you to intervene with my ...
Read morelegal dispute just give me unvetted acess to what is mine and was mine before he took over the subscription and what I have paid for over a number of years now. You have set up this system to encourage the accountants to hold the subscription with discounts for them and provide no safeguards for the end users. Hide behind your lawyers all you like, I did not ask you to mediate my dispute, Solutions are available, they just don't suit the relationship between you and your accountant buddies. I have made an official complaint about the fraudulent accountant in question and am weighing up my options as whether to bother attempting to get control of my subscription or starting fresh with a new software provider. Do not bother to hide behind Cliches and legal teams. You are the ones that create your terms and conditions and could easily remedy problems like these, it is your choice! do not pretend it is out of your control. Your main point is in case of a dispute over a subscription. There is no dispute over the subscription! It is being held to ransome for leverage in a seperate dispute. It is clear who owns the files, there is no valid argument to the contrary. Xero should do what is morally right and set its policies based on morals and ethics, not on sweetheart deals for the accountants. CX0010542035 is the dispute in question. I would appreciate any help in getting my subscription back but please do not waste my time in a customer reations exercise, the only thing that will make any difference is if I get a morally correct outcome.XeroXero
Thanks for the case number, I can see the thread there with our support team and have let them know of your comments here. They'll continue to work with you. -OG
CBPSouth East Queensland, QLD
Support is not great
I'm not at all a fan of the customer support provided by Xero. In my opinion the ticket raising and waiting for someone to respond and then eventually hearing from someone who then doesn't provide the answers to your problem. Then you respond, and wait again for their response and do that about 10 times before you have your problem resolve! Time wasting and very slow process. I much prefer Quickbooks support service which you get to speak to a tech support on the phone with screen sharing and have your issue resolved in no time.
1 comment
XeroXero
Thanks for the feedback. We want Xero Central to be able to serve you up an answer to your query on the spot, meaning no time taken to get the help you need, and we're continuing to improve it using m...
Read moreachine learning to achieve this. Of course there are still times you need a human being to help you and we are there and happy to do it - if you'd like a call so that you can speak to someone in person, please let us know at the time you raise your ticket. Thanks again. -OGQuestions & Answers
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XeroXero
Hi Roselyn. I'm sorry to see your frustration with our support model. We don't use email in the first instance however you can contact our support team any time you like (no matter how simple or compl...
Read moreex your issue) when you are logged into Xero (top right menu on any page) or from the bottom of any of the Xero Central help pages. We ask for this to be your initial contact so that we can get as much detail about your issue as possible so we can have the right specialist on our product support team get in touch with you. From your description it sounds a bit like you may be encountering an issue that we know some customers are getting when using with the latest Mac OS + Safari versions - I wonder if that is the case? I hope you have raised a ticket with our support team and have been able to use another browser or have found Safari to behave itself since posting here. Thanks. -OG