Security & support

39 results found

1. Auto-focus 2FA authenticator code field on login

   When Xero prompts for the authenticator code during login, the code input box doesn’t automatically take focus. I have to click into it every time before typing. Small issue, but it’s a constant friction point for frequent logins. Please auto-focus the field so users can paste or type the code immediately.

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   submitted  ·  System responded

   Thanks for submitting your idea on Xero Product Ideas. We appreciate you taking time to let us know how we could improve Xero for you.

   Your feedback will soon be reviewed by our Community team, and in the meantime this can begin to build support with votes from other community members.

   If you're interested to see recent releases or get a pulse on what's coming soon see The Long and Short of it. 🙂

2. Name, dates and times on Xero chat support logs

   When speaking to Xero support on a chat can Xero show the date, time of each part of the chat please like most other providers do each time each party of the chat types something in. It's really handy to refer back to.

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   submitted  ·  System responded

   Thanks for submitting your idea on Xero Product Ideas. We appreciate you taking time to let us know how we could improve Xero for you.

   Your feedback will soon be reviewed by our Community team, and in the meantime this can begin to build support with votes from other community members.

   If you're interested to see recent releases or get a pulse on what's coming soon see The Long and Short of it. 🙂

3. Subscribe to Status updates

   Ability to be able to subscribe (via email) to Status updates and incidents for all or selected options within Xero, via the Status page.

   A problem with Projects the other day, there was NO alert, no notification. I was entering data thinking it was being saved. Only by accident did I notice my whole day of adding time was gone, went to the discussions then to the status page to see the incident report.

   If I was aware of the issue, I could have done manual recording of time.

   Other brands like Webflow, Squarespace and many others do this.

   How about Xero?

   Ability to be able to subscribe (via email) to Status updates and incidents for all or selected options within Xero, via the Status page.

   A problem with Projects the other day, there was NO alert, no notification. I was entering data thinking it was being saved. Only by accident did I notice my whole day of adding time was gone, went to the discussions then to the status page to see the incident report.

   If I was aware of the issue, I could have done manual recording of time.

   Other brands like Webflow, Squarespace and many others do this.

   How… more

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   submitted  ·  System responded

   Thanks for submitting your idea on Xero Product Ideas. We appreciate you taking time to let us know how we could improve Xero for you.

   Your feedback will soon be reviewed by our Community team, and in the meantime this can begin to build support with votes from other community members.

   If you're interested to see recent releases or get a pulse on what's coming soon see The Long and Short of it. 🙂

4. Grandfather in pricing and stop raising pricing on us. We just want simple accounting that we signed up for.

   Stop charging us more for thing we don't need or want. We just want simple accounting that we signed up for at a fair price. If you make improvements you want, grandfather people in.

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   submitted  ·  System responded

   Thanks for submitting your idea on Xero Product Ideas. We appreciate you taking time to let us know how we could improve Xero for you.

   Your feedback will soon be reviewed by our Community team, and in the meantime this can begin to build support with votes from other community members.

   If you're interested to see recent releases or get a pulse on what's coming soon see The Long and Short of it. 🙂

5. Create Demo as a sandbox of own company

   Create Demo as a sandbox of own company: We use other systems that allow us to create a 'Sandbox version of our data' that is valid for 2 weeks, and we can then use it as a Demo to test, train, work out issues in the system rather than impacting our live data. Admins have access to create or delete a Sandbox. This would be extremely useful in Xero.

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   submitted  ·  System responded

   Thanks for submitting your idea on Xero Product Ideas. We appreciate you taking time to let us know how we could improve Xero for you.

   Your feedback will soon be reviewed by our Community team, and in the meantime this can begin to build support with votes from other community members.

   If you're interested to see recent releases or get a pulse on what's coming soon see The Long and Short of it. 🙂

6. Subscriptions / Billing - Report on dormant organisations that are being paid for

   In regard to client monthly charges being oncosted via billing, would it be possible for you to run a report of any other files that are dormant. Files that are being paid for and not used?

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7. Xero Support - Ability to download support conversations

   Xero support is first class. It would be useful to have the ability to download support conversations.

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   submitted  ·  AdminKelly Munro (Community Manager, Xero) responded

   Thanks for the feedback, Steve I've passed along your compliments to our support team too.

   Out of interest is there anything in particular you'd like to be able to download your support conversations for? e.g would you be wanting to share these somewhere else or file them somewhere to have on hand? This'd be great to share back with our team.

   For the time being, as you might've found (though a little manual) - you can copy & paste the detail of a support case internal an external document such as Google Docs or MS Word.

8. Improved and transparent user consultation prior to implementing changes.

   Xero made a lot of noise about how good the 'new invoicing' feature would be. Users gave plenty of feedback early on when new invoicing was optional, both in comments and by not switching over to new invoicing. Xero proceeded with the change seemingly unaware of the negative mood amongst users to the new invoicing feature.

   The product ideas section show, only in it's first 5 pages, 43 product ideas about new invoicing. Many of these product ideas are requests for previously available features to be made available again. Many of the ideas are under consideration or being worked on.

   This shows that users liked new invoicing far less than Xero first believed they would. This shows that the process that Xero used to gauge users' response to the changes, that process was deficient because it reported back to Xero that new invoicing was ready for release when it clearly wasn't.

   What's needed here is a more transparent process and more honest communication from Xero with its users.

   Xero made a lot of noise about how good the 'new invoicing' feature would be. Users gave plenty of feedback early on when new invoicing was optional, both in comments and by not switching over to new invoicing. Xero proceeded with the change seemingly unaware of the negative mood amongst users to the new invoicing feature.

   The product ideas section show, only in it's first 5 pages, 43 product ideas about new invoicing. Many of these product ideas are requests for previously available features to be made available again. Many of the ideas are under consideration or being worked on.

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   submitted  ·  AdminKelly Munro (Community Manager, Xero) responded

   Appreciate your feedback, Martin. I can assure you throughout the build of new invoicing we have engaged and tested out features with many different users. To keep customers informed throughout we have shared blog posts and regularly update our Xero Central page with what's been delivered and what's to come.

   Being such a widely used feature, we have focused on features that suit majority of our customers needs. We appreciate some customers still want to see more development and we are continuing to enhance this new invoicing experience.

   Our products teams have conducted lots of research and testing to refine deliveries, and Xero Product Ideas here is another great way for us to understand what matters most to our customers - As you noted, we are listening and keeping users updated as developments progress with the status updates.

   We understand our customers would like to be more involved as we continue development across our products and features and I encourage anyone that would like to help with this to sign up to our research panel.

   Appreciate your feedback, Martin. I can assure you throughout the build of new invoicing we have engaged and tested out features with many different users. To keep customers informed throughout we have shared blog posts and regularly update our Xero Central page with what's been delivered and what's to come.

   Being such a widely used feature, we have focused on features that suit majority of our customers needs. We appreciate some customers still want to see more development and we are continuing to enhance this new invoicing experience.

   Our products teams have conducted lots of research and testing to refine deliveries, and Xero Product Ideas here is another great way for us to understand what matters most to our customers - As you noted, we are listening and keeping users updated as developments progress with the status updates.

   We understand our customers would like to be more involved as we… more

9. Xero Product Ideas - Improve navigation & search

   There seems to be a trend to hide the button that is used to post a discussion or submit a product idea amongst others. It appears that you click on a link that you think should take to the "submit new product idea" page, and when you get there and enter in your idea, you realise it was a search box that is searching for existing ideas. Fair enough, force me to search first, patronising but I guess it reduces Xero's workload (not mine though). But where is the button to submit the product idea? And how do I get rid of that drop down search box so that I can see if the submit new idea button is behind it? After some time, I discover that to submit a new idea, I need to
   1) ignore the search box that I am presented with,
   2) click on the "Browse Ideas" button which is not intuitive because I was just forced to search through ideas and didn't find one so why would I want to browse ideas now?
   
   3) be presented with another search box that now turns out to be one where you can submit your new idea.
   Why make it so hard? And why through implication do you want to misdirect the user?

   Why use the search box in one page where the user expects it to be used to submit ideas as a search only box and then in another page where the user expects the box to be used for searching only (that's why to get there you need to click the "browse ideas" button), why use that search box as one that can submit ideas?

   On the first page, you suggest initially that the user will be able to submit ideas only to teach the user that the box that looks like it should submit ideas doesn't submit them, it only searches.

   On the next page, you suggest that the link will take you to browsing through ideas and present another search box but this time, when the user isn't expecting it, this search box can also submit new ideas.

   When designing new interfaces, count the number of clicks required and justify each and ever extra click you add to the process. And when justifying, try to ignore things that make Xero's workload easier, because Xero is here not to serve Xero, it's here to serve the users.

   With the new product ideas page, change the names of buttons so they accurately reflect what the button will lead to.

   When guiding the user (or forcing the user) to search first before submitting, make it clear that is what you are doing. Don't present a search box without clear and express writing saying that before you can submit an idea, we want you to search whether it has been suggested before.

   When deciding whether to make the user do something, like search existing ideas, ask yourself whether the user is 1) the best suited person for that job and 2) if it is appropriate to have the user do something that Xero should be doing itself. Xero staff will be much more familiar with the existing new product ideas so they will be able to do a better job searching and will be able to do it quicker. And why would you want to have a user (who you have already frustrated due to the confusing process to submit a new idea) have that user do the search when you know they won't do as good a job and Xero staff will probably have to search for duplicates themselves anyway?

   There seems to be a trend to hide the button that is used to post a discussion or submit a product idea amongst others. It appears that you click on a link that you think should take to the "submit new product idea" page, and when you get there and enter in your idea, you realise it was a search box that is searching for existing ideas. Fair enough, force me to search first, patronising but I guess it reduces Xero's workload (not mine though). But where is the button to submit the product idea? And how do I get… more

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   submitted  ·  AdminKelly Munro (Community Manager, Xero) responded

   Appreciate the feedback, Martin. As you noted you do need to search ideas first and to create one you'll need to enter a forum and search where you'll then get an option to Post a new idea if lone of the results doesn't match what you're after.

   Understand how this could be simpler and while we don't have any immediate plans on this, we;ll update you here if any are made.

10. Xero Support - Change how 24/7 support is advertised

    Xero advertises 24/7 support. My idea is that this representation is amended to reflect what support is actually offered.

    Xero state that you can "Contact Xero for free and unlimited 24/7 customer support". To most people, the meaning of this representation is that you can communicate in real time with someone from Xero who can help. This is not the case.

    The advertising claim should reflect that, while you can request support at any time, you will only get that support when Xero staff have the time to provide it, based on their triage system.

    If you believe I'm being too literal, consider this statement "Your doctor is available 24/7 to provide you with support/medical advice". Do you take this to mean that you can contact your doctor at any time to make an appointment? Or that you can get hold of them (that is, talk to them) at any time?

    Xero advertises 24/7 support. My idea is that this representation is amended to reflect what support is actually offered.

    Xero state that you can "Contact Xero for free and unlimited 24/7 customer support". To most people, the meaning of this representation is that you can communicate in real time with someone from Xero who can help. This is not the case.

    The advertising claim should reflect that, while you can request support at any time, you will only get that support when Xero staff have the time to provide it, based on their triage system.

    If you believe I'm being… more

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11. Subscription Payment Method - Auto GIRO Deduction

    Current subscription payment method only allows debit/credit cards, it creates an additional step for the cardholder to claim back the fund from company every month. Therefore, I need the option to pay for the Xero subscription via auto GIRO deduction directly from company's bank account. It is more logical to have auto GIRO option since the subscription is for company use and the payment is recurring.

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12. Xero Learning - Remove sequence recall questions

    I recently encountered and failed a question about user invitation, which I have used many times without problem. Quite why the learning organisation has increasingly focused on sequence recall rather than book-keeping, is something of a mystery. Good software should be intuitive where there is no need to remember the exact order of clicking presented options.

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13. Xero accounting app: Download PDF invoice from mobile devices

    Make an invoice pdf downloadable from a mobile device.

    I get invoices from a supplier via email but it's only viewable as a PDF on a desktop, this stops me from being able to send the invoice to Dext.

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14. Xero App store - Connected apps price and feature comparison

    I am trying to find an app to help with cash flow forecasting. Xero could not have made it harder to compare. Why does the app overview page not say anything about the cost of the app? It only says free trial is available, however, I want to see what the ongoing cost is, before I even consider giving it a go. With Xero increasing costs so often and by an outrageous percentage, I find the lack of transparency of connected apps cost rather disingenuous. Xero needs to make it easier to not just search but also to compare features and benefits, and more importantly, costs. Also, the "connected apps" screen should not just give the option to disconnect but also to go to / open the app.

    I am trying to find an app to help with cash flow forecasting. Xero could not have made it harder to compare. Why does the app overview page not say anything about the cost of the app? It only says free trial is available, however, I want to see what the ongoing cost is, before I even consider giving it a go. With Xero increasing costs so often and by an outrageous percentage, I find the lack of transparency of connected apps cost rather disingenuous. Xero needs to make it easier to not just search but also to compare features… more

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    submitted  ·  AdminKelly Munro (Community Manager, Xero) responded

    We appreciate for many small businesses having more information about connected apps pricing is important when making and choosing solutions for your business.

    While this isn't currently available, it's something our team are looking into surfacing through the Xero App store.

    There's a bit of work to go into it, but we'll keep you updated of any progress for this here. 😊

15. Pricing Plans - Option for a more basic version of Xero

    We signed up several years ago, and were really happy with the software as it was. Now we keep update after update, and price rise after price rise. Our cost has now doubled in 5 years. I know there's fancy "features" added to it now, but I don't need them. All I want is the version from a couple of years ago. Accounting, payroll for 5, Classic invoicing, old style reports, old style bills page, old style contacts, no cashflow analytics.

    Why not just make the older version available as a basic package for say £25 a month. No fancy bells and whistles. Just basic, and easy. Then the people who want the bells and whistles can pay more for them.

    We signed up several years ago, and were really happy with the software as it was. Now we keep update after update, and price rise after price rise. Our cost has now doubled in 5 years. I know there's fancy "features" added to it now, but I don't need them. All I want is the version from a couple of years ago. Accounting, payroll for 5, Classic invoicing, old style reports, old style bills page, old style contacts, no cashflow analytics.

    Why not just make the older version available as a basic package for say £25 a month. No fancy… more

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16. Subscription - Annual Xero Subscription option

    Allow subscribers to pay their Xero subscription annually, not just monthly

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17. Starter Plan - Annual transaction count

    Sales question:
    we want to buy xero. We only do 100 transactions per year, but we have one month which has more than 20 invoices and 5 bills, (an event we organise). does the basic subscription do monthly transaction counts only or can it do an annual transaction count.

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18. Xero central case - Add year to Case detail in My Cases

    Xero Central - please add the year that a case is lodged and each response. At the moment it just has day and month but no year. I have found one of mine from Nov 2022 that the last response is that I would be updated when it is resolved but the case is closed and the only reason I knew it was Nov 2022 is that the attachment I uploaded had the date of the screenshot.

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    submitted  ·  AdminKelly Munro (Community Manager, Xero) responded

    Really appreciate your feedback here, Tanya. I've shared this back with the team as a future enhancement. We'll let you know here if there's any plans made for this. 

19. Subscription - Make billing clearer, including an itemised breakdown

    Xero billing: Please make the packages pricing clearer on the monthly invoices.
    i.e. please add the package elements breakdown. It doesn't have to be a separate line item, it could even just be added to the text description, but showing one price, as per the invoices from xero, does not explicity explain that there is a breakdown for items mentioned. Seeing this clarity on the monthly invoices is very helpful for ensuring transparency from xero to its customers. Also, months - or years - down the line it is hard to remember what the package elements cost unless so having this detail would be helpful. Thank you

    Xero billing: Please make the packages pricing clearer on the monthly invoices.
    i.e. please add the package elements breakdown. It doesn't have to be a separate line item, it could even just be added to the text description, but showing one price, as per the invoices from xero, does not explicity explain that there is a breakdown for items mentioned. Seeing this clarity on the monthly invoices is very helpful for ensuring transparency from xero to its customers. Also, months - or years - down the line it is hard to remember what the package elements cost unless so having… more

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20. Support - Add option to schedule a phone call using online chat

    Would appreciate if the bot can confirm a schedule conference call. Made an appointment but no confirmation. In the end kept waiting for call to start. Of course nothing happen….

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    submitted  ·  AdminKelly Munro (Community Manager, Xero) responded

    Hi everyone, we appreciate seeking urgent help, however right here you're in Xero Product Ideas. This is where you can join and vote on ideas for change at Xero, this is not a direct line to support. This is a public forum where anything you post is visible to others - Please keep this in mind when sharing your details.

    While we don't have an inbound number you can contact our Xero Support team, you can reach them anytime by raising a case through the Contact Xero Support tile found at the bottom of most pages throughout Xero Central.

    If you can provide a little detail on your questions or what you're needing help with we'll be bale to get you in touch with someone with the best skills to help, and generally our specialists are happy to arrange a phone call at a time that suits you.