Security & support

4 results found

1. Hi Xero, the consistent outages and glitches over the past few weeks

   Hi Xero,
   I don't believe your price hike is justified given the constant outages and portal glitches over the past month. We pay for a service that is constantly not usable. Please do better.

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   0 comments  ·  Support  ·  delete…  ·  Admin →
   Feedback  ·  AdminKelly Munro (Community Manager, Xero) responded

   Sorry for the slow response here, Glen. Sincerely appreciate the disruption recent incidents have had for our customers.

   I do want to assure you Xero uptime and the ability for our customers to be able to use Xero is highly important to us and it's been a top priority for our teams to monitor the stability of our platform and ensure incidents like this don't happen in the future.

   We appreciate your use of Xero and want to apologise for any inconvenience that was caused through this period.

2. Price Increase

   Postpone Price Increase until Platform Fully Functional.

   We all understand that everything is increasing but in light of the current issue we are all facing with the Xero Platform, it might be optimal for Xero to postpone its price increase until a fix has been made.

   You want to retain your current database of clients using your platform, help them help you. Don't increase the price, maintain it, until the platform is stable and all errors are address in full. Your current issues are causing major disruptions to bookkeepers and accountants, this is causing us a major lose in income and increase in expenses due to downtime of staff.

   Postpone Price Increase until Platform Fully Functional.

   We all understand that everything is increasing but in light of the current issue we are all facing with the Xero Platform, it might be optimal for Xero to postpone its price increase until a fix has been made.

   You want to retain your current database of clients using your platform, help them help you. Don't increase the price, maintain it, until the platform is stable and all errors are address in full. Your current issues are causing major disruptions to bookkeepers and accountants, this is causing us a major lose in income… more

   3 votes

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   0 comments  ·  Billing  ·  delete…  ·  Admin →
   Feedback  ·  AdminKelly Munro (Community Manager, Xero) responded

   Hi Kylie, appreciate your feedback, this will be shared with our teams. We do not accept ideas about Xero pricing or plan structures and cannot make commitments to ideas of this nature.

   If you would like to discuss your subscription in further detail it would be best to connect with our Xero Support team through Xero Central.

   We appreciate and do apologise for any disruption the recent incidents caused our customers, and want you to know that it is a top priority for us to monitor and maintain the stability of Xero.

3. Make this improvement request system more usable

   I posted an improvement idea ("timed log out"), you have responded to it, but now I can't add any more detail or comment on your response. The email notification is "noreply" and the improvement idea is now "comments off".
   Please don't ask for my suggestions and then dismiss them without checking that you have understood it correctlly or explained yourself fully. That's just rude. You're getting these ideas for free, after all.
   I have created another idea request to post my response.

   1 vote

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   0 comments  ·  Support  ·  delete…  ·  Admin →
   Feedback  ·  AdminKelly Munro (Community Manager, Xero) responded

   Appreciate the feedback, Robert. I know I recently replied to your idea about timeouts, but I wanted to confirm the same here as well.

   Some idea statuses close the idea, which means comments and voting are no longer available. These statuses are:

   • Not in Pipeline
   • Feedback
   • Existing Functionality
   • Completed

   These statuses are an important part of how we moderate the forums and help us keep the site manageable.

   While you can no longer comment directly on the idea, anyone who supported or created it will receive an email notification when the status is updated. Within that email, you can leave a 👍 or 👎 rating and also share feedback alongside your rating. Please do make use of this, as our Community team actively reviews the feedback we receive on updates and can make changes where needed.

   Thank you again for sharing your feedback. We really value your input and the role it plays in helping us improve Xero for our customers.

   Appreciate the feedback, Robert. I know I recently replied to your idea about timeouts, but I wanted to confirm the same here as well.

   Some idea statuses close the idea, which means comments and voting are no longer available. These statuses are:

   • Not in Pipeline
   • Feedback
   • Existing Functionality
   • Completed

   These statuses are an important part of how we moderate the forums and help us keep the site manageable.

   While you can no longer comment directly on the idea, anyone who supported or created it will receive an email notification when the status is updated. Within that email, you can leave a 👍 or 👎 rating and also share feedback alongside your rating. Please do make use of this, as our Community team actively reviews the feedback we receive on updates and can make changes where needed.

   Thank you again for sharing your feedback. We really value your input and the… more

4. ongoing system outages, performance issues

   Hi Xero,
   I am writing to formally raise concerns about the ongoing system outages, performance issues, and the broader impact these disruptions are having on my ability to complete client work.
   Over recent months, Xero has experienced repeated outages too many changes and significant slowdowns. These issues directly affect productivity, delay essential bookkeeping and compliance tasks, and ultimately result in lost income. As a bookkeeper who relies on Xero daily, this level of instability is becoming increasingly difficult to manage.
   What has been particularly disappointing is that, despite these ongoing problems, Xero has announced further price increases. It feels as though insufficient consideration is being given to the businesses, bookkeepers, and accountants who not only pay for these subscriptions but also actively bring clients onto the Xero platform. We are the ones advocating for Xero, supporting clients through setup and training, and relying on the system to deliver consistent, reliable performance.
   It should not be solely about keeping shareholders satisfied. Subscription holders, bookkeepers, and accountants should be a core priority for Xero, especially given the role we play in expanding and supporting the user base.
   I am requesting acknowledgment of these concerns and clarification on what steps Xero is taking to improve system reliability and support the professionals who depend on it.
   Thank you, Kelly

   Hi Xero,
   I am writing to formally raise concerns about the ongoing system outages, performance issues, and the broader impact these disruptions are having on my ability to complete client work.
   Over recent months, Xero has experienced repeated outages too many changes and significant slowdowns. These issues directly affect productivity, delay essential bookkeeping and compliance tasks, and ultimately result in lost income. As a bookkeeper who relies on Xero daily, this level of instability is becoming increasingly difficult to manage.
   What has been particularly disappointing is that, despite these ongoing problems, Xero has announced further price increases. It feels as… more

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   0 comments  ·  Support  ·  delete…  ·  Admin →
   Feedback  ·  AdminKelly Munro (Community Manager, Xero) responded

   Hi Kelly, apologies it has taken some time to respond to your post here. We sincerely apologise for the disruptions that our customers encountered during this time and as you may have received communication of elsewhere we want to assure you uptime is of significant importance to us.

   Our product teams are continuing to closely monitor performance to ensure these sort of incidents do not happen in the future.

   We appreciate your patience with us through this time and are very sorry for any inconvenience that was caused. Thanks