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485 votes
Hi everyone, we understand how frustrating it is when important emails like invoices are filtered or blocked, and how this affects customer trust and timeliness of engagement with your transactional communications. Thank you for continuing to share examples and highlighting the impact this has on your business.
We’ve made meaningful progress towards enabling email sending from your own domain. While progress is taking longer than we’d like, we can confirm that substantial backend work is underway. This work spans multiple interdependent teams across Xero, and there are still important steps we need to work through before we can release the capability to customers reliably.
As we continue to develop this capability, there are a few questions that would help our product teams ensure we’re solving the majority of our users’ needs in this space, with a reliable and secure solution.
We’d really appreciate your input on the following questions, either…
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Jonathan Fortin
commented
Our invoices to clients in the financial sector (banks, mortgage brokers and others) are systematically blocked by their spam filters and firewalls. Every month, we have to send them manually - chasing payment becore 50% of they aren't received.
For an invoicing platform, that’s not a minor bug. It’s the core feature failing. Looks like the community manager is also failing - no update for 6 months now.
I agree with the previous comment: seeing a login page redesign while this issue has been open for over a decade feels like an insult to loyal users. Xero is polishing what already works and ignoring what’s broken.
Votes and polite requests clearly haven’t been enough. Maybe it’s time to make this visible beyond this forum? What do you all think? If anyone wants to put together a video or public write-up documenting the problem and how long it’s been ignored, I’m happy to contribute examples and testimony. We could also set up a simple website documenting the issue, so anyone searching for Xero invoice deliverability finds the real story.
I can’t believe I’m suggesting this, but the lack of response from the Xero team leaves us little choice but to take another route - just so we are not ignored...
Xero team, @Kelly Munro : what is going on ???
An error occurred while saving the comment Jonathan Fortin
commented
@Xero
Any update on this? Just had another client this morning telling me they never got the last 3 months invoice because it went directly to SPAM. Had to explain how to find them, guide them, explain that the email wasn't coming from me, etc etc etc.
It's a pain.
An error occurred while saving the comment Jonathan Fortin
commented
@Marc
We do use Microsoft 365
An error occurred while saving the comment Jonathan Fortin
commented
@Kelly Munro
Lots of activity on this thread as you can see.
Could you please clarify what the “ACCEPTED” status actually means?
Does this indicate that the feature is actively being planned for development (short term), or simply that it’s on the radar for possible future consideration once you have finished what you are working on?
Having this distinction is important — otherwise, “accepted” could mean we’re looking at integration "when we have a chance", which isn’t very reassuring for users dealing with this issue right now.
An error occurred while saving the comment Jonathan Fortin
commented
I fully agree with Adam.
We’re experiencing the same issue right now: we have nearly $30k past due from a client.
When I followed up, their response was: “Oh! Sorry, we tried to find your invoices/statement by searching with your email and couldn’t find it. We thought Xero’s emails were spam or a phishing attempt, so we ignored them.”
Every time this happens, I end up resending the statement from my own email — and, suddenly, we get paid.
Xero, instead of focusing on new AI features (which many of us aren’t even sure how to use yet), please prioritize solving this core issue: email deliverability.
As Adam suggested: simply give us the option to “activate” our domain. Even just providing the necessary DNS entries and a checkbox acknowledging that “Xero isn’t responsible for the SPF/DKIM setup and that this must be handled by my developer/IT/cybersecurity specialist” would be enough.
That’s all we need. Please give us this option.
An error occurred while saving the comment Jonathan Fortin
commented
@Marc & @Adam
Since Xero doesn’t seem to care about this basic feature, I’m really interested in what you’re doing. We run a marketing agency, and I’m so tired of clients saying they never got the invoice or statement.
Was thinking about automating something through N8N or Zapier but that would be better.
Yeah, we’d need a security audit for this since it’s going to handle sensitive data.
Jonathan Fortin
supported this idea
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An error occurred while saving the comment Jonathan Fortin
commented
This feature should have been implemented years ago. What is the point of having a quote or invoice system if we can't be 100% sure emails will be delivered?
The current recommendation from support—to ask clients to safelist Xero or allow specific IPs—is not scalable or practical. For larger corporations (e.g., 1,000+ employees), working through their IT departments is often slow or unfeasible. For small businesses, the technical know-how is often lacking.
A more practical solution would be to allow us to use our own sending domain for invoices. This would let us configure DKIM and SPF authentication ourselves, eliminating the need to walk each client through technical email settings.
This approach would also shift deliverability responsibility to us, reducing Xero's support load.
It’s a win-win:
Clients reliably receive invoices.
We have full control and visibility over email deliverability.
Fewer support tickets for Xero.
Yes I agree with Perry,
Questions are a bit strange.
1) Obviously admin
2) Yes, of course. I mean, any mid-sized business has more than one email address.
3) No, the setting has to be at the company level. If I separated my business in different organisation, there's a 95% chance they are different company - using different email.
But, really, what we need is a way to authenticate our domain with DNS records (DKIM, SPF) so we can simply choose our own service to send the emails.
Any mid-sized business who need this stuff can set this up in 5 minutes with their IT company.