Ability for advisors to merge live Xero subscriptions with expired free trial accounts where client has created duplicates.
A recurring problem we have is when clients sign up following a free trial but then end up creating a new/duplicate subscription. This may essentially be an issue with the UI that the client sees, but it would be useful to have the option for advisors to merge live Xero subscriptions with expired free trial accounts in these situations - or at least send a request through to Xero to carry out the task.
Neil Reddin
shared this idea
Thank you for raising this idea with us.
There is already an existing process your clients can follow if this happens.
If a client creates a new organisation instead of reactivating their expired trial, please contact Xero Support as soon as possible. Our Billing team can then review the new subscription, help cancel it where appropriate, and assist with reactivating the original trial organisation correctly.
The best option is usually to reactivate the original trial from My Xero by selecting Buy now, rather than creating a second organisation, as this helps avoid duplicate subscriptions and keeps the client working in the correct organisation.😊
