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It's crazy that even Xero's on invoice emails don't look like this!

We are having the same problem. Customers not paying as they dont recognise the name. They see a trust name and dont even look any further. We are spending so much time chasing up accounts. This has to change! What a joke Xero has become.

We are having a similar problem with the email template, and associated legal name and trading name. In fact, it's confusing customers to the extent that some don't recognise the organisation and they are not paying. We MUST be able to turn on/off the legal name. In my instance, I want to turn the legal name off (not show it).

I was told by a Xero specialist - you could manually turn off the legal name every time before you send an invoice. Or email every invoice to myself and send them direct to aoivd the confusing email template. What silly suggestions!! I don't pay Xero so that I can do my own workarounds for Xeros new invoicing problems.

I am a sole trader, with two brands in Xero. It has always worked to use one email template and customised invoice for one brand, and then same for the other brand. However, now Xero has made a change, whereby the Legal name goes to both brands. This is NOT satisfactory. I should have a choice of "trading names", and be able to select which trading name I use for the brand I am emailing from. Please fix this Xero tech people!

Our organisation also requires this to be rectified as soon as possible. We run business names that need to be shown on the email when sending invoices etc, not the Legal Name in BOLD!

If Xero offers the option to have multiple bank accounts and branding then the email branding needs to be addressed.

My request is for this to be escalated as a critical improvement.

Kelly,

The below post, @Jen Paul, February 17, 2025 10:49 AM, shows a reply from Xero Support. It is extremely disappointing. This issue has nothing to do with the invoice template. We can create the template exactly how we wish and use our trading name in it only.

The problem is an EMAIL template. We can't customise it. New invoicing puts the LEGAL name at the top of the email message.

This problem can be fixed in a second. Just replace "Legal / Trading name" on "Display name" in the code that creates the email message.

Both names are listed in the Organisation Settings.

After a conversation with a Xero support specialist regarding this critical issue I have received this response:

"We've heard back from the Product Team around this, and there are no immediate plans to implement a fix on this current issue. There are future plans to update invoice branding themes where they might implement some customisations on this, however those are not near future plans and are expected to only happen in large quarterly updates."

If this issue is as urgent and critical for your business as it is for ours I would recommend looking for another provider as this isn't likely to be resolved any time soon.

We need the organisation name removed from the email template or the option to create our own custom email templates before we are forced to switch from classic invoicing.
This is a critical issue for many users and needs to be addressed urgently. When will Xero fix this problem?

Hopefully another user adding another comment will help get this issue further up the priority list...

I have the same issue, two business names, one trading name.

If Xero have the capital to advertise at Formula 1 events, then they have the capital to address what seems to be a simple issue to correct given that it worked fine before upgrading to the new invoicing system.

Same. It's a new problem caused by the new email invoice template and it should be fixed. It was never a problem when we fist started using Xero, and part of the reason we chose Xero is that it allowed us to send invoices from 2 different business names. What's the point of having that functionality if invoices from the 2nd name now always include the 1st name?

It makes us look like amateurs (see screenshot). And it's an easy fix — all they have to do is update that one tiny field in the email template to call on the specified business name rather than the trade name.

This needs absolute urgent attention. It is confusing and quite frankly embarrassing to have a trust name boldy blaring its name at the top of the invoice. Absolutely ridiculous that there is no fix. It cant be that hard! Just make it optional to edit that part of the email template!

can't you just use advanced docx invoice templates and statically print the trading name? thats what I'm doing atm.

I created this post nearly a year ago and cannot believe we are all still waiting for a resolution to something that is impacting so many businesses. This is not a FEATURE, this is a FUNDAMENTAL problem with the invoicing and needs urgent attention.

In regard to the company name matching to bank account number, I have entered the company bank account name next the bank account number in the free text area of the invoice, so there is no confusion there, if this is what is stopping a fix.

With all the invoicing issues, if it was easy to change from Xero to another system, I believe Xero would have lost most of its customers by now.

This needs URGENT attention - in all fairness to those here, we require action and a resolution.

Luke Armstrong is absolutely correct this is obviously a huge issue for Xero users especially those who have more than one business operating. When will Xero respond? We need a solution, or we might as well stop using Xero.

This is of crucial importance to us also.

This should be easily adjustable in Organization settings or at least using invoice templates. Why is it not an option?

@ Lukas White
“The recommendation from your specialists to do our invoices outside of Xero or swap the trading name every time we send an invoice…”

@ Jake Silver
“Or is the only work around to download invoices and email them separately from Xero?”

I mean at this point if they are recommending we are creating/sending invoices outside of Xero then why are we using Xero?

These ongoing long term unfixed issues and the Classic/New Invoicing debacle are having me seriously considering my future with Xero.

We are experiencing this issue as well, main legal entity showing up on the Trading Names invoicing despite setting up invoicing themes.

Is there any update from Xero on including this? Or is the only work around to download invoices and email them separately from Xero? Which will mean that we would also need to turn off the email reminders for outstanding invoices, is that correct?
Thanks

https://www.change.org/p/petition-for-xero-to-stop-making-changes

Please sign and share this petition.

Hi Rob, thanks for flagging the other issue - good to know.

In regard to this post, the issue we are awaiting resolution to is a change made to Classic invoicing in February, before New Invoicing even rolled out. So switching back to Classic doesn't help us as Xero's change was in Classic and not subsequently been fixed with the New Invoicing.

Hi Kim,

If it was added before the new invoicing, then why does using Classic Invoicing not have the name in it?

I think theres two issues, one is this where changing the name vs the one in this post: https://productideas.xero.com/forums/939198-for-small-businesses/suggestions/48072506-email-templates-remove-the-organisation-name

We use two business names, one ABN. Depending on who is invoiced depends which registered Business Name is used. Using new invoicing, it will have the logo for business 2, with business ones trading name.

Hi everyone, an update on this issue. I checked in with Xero and this issue is not on the list of items they are currently working or in the category of 'will be working on next' which is very disappointing.

There are a lot of issues with the new invoicing which are in line to be fixed (some of which used to work before) and these have been given priority. However, despite our issue being something that also used to work previously, it has so far not made the future work list.

Note that our issue was created by a change in February this year BEFORE the new invoicing came in. I have asked for it to be escalated but a resolution could be a long while coming.