Xero Accounting ... Are you serious?

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Ultimate Geek
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#894796 12-Sep-2013 15:54

mattwnz:
What do they do if the main subscriber no longer has access to the email address they signed up under. eg They signup with an xtra address, and then they change ISPs and no longer have access to it, and and they don't know their login details? How would they then get them reset to a new email address?

Even better. Someone signs up with a yahoo address which then gets reclaimed because it hasn't been used for 6 months.

1080p

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#894798 12-Sep-2013 16:09

Looks like an oversight on the part of Xero. Business ownership changes are not uncommon and they should at the very least be able to sort this out manually.

hashbrown

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#894826 12-Sep-2013 16:55

icepicknz:
mattwnz: Surely they have a form that you can fill in to change the ownership of the account, that you can fill in manually and sign, and they can then manually check and authenticate the details. This is one of the concerns I have with this whole cloud model, especially with accounting, as there is a lack of control for the company. If you had just purchased software to install on your own PC, you wouldn't have the problem. Maybe the IRD could help, as they should be able to authenticate your details for them.

This is the point I made to them and they pointed me to clause 2 - https://www.xero.com/nz/about/terms/

IANAL, but my reading of that clause would actually be in your favour. It all hangs on the definition of "Subscriber" which according to Xero is,

"Subscriber"
means the person who registers to use the Service, and, where the context permits, includes any entity on whose behalf that person registers to use the Service.

As your company is quite clearly the entity on behalf of which the departed director registered the service, I don't see why they would object to the delegated representatives of said company being given control of the account.

mattwnz

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#894839 12-Sep-2013 17:36

Klathman:
mattwnz:
What do they do if the main subscriber no longer has access to the email address they signed up under. eg They signup with an xtra address, and then they change ISPs and no longer have access to it, and and they don't know their login details? How would they then get them reset to a new email address?

Even better. Someone signs up with a yahoo address which then gets reclaimed because it hasn't been used for 6 months.

That's one of the many reasons why businesses should use their own domain based name email addresses. Recycling email addresses throws up all sorts of potential problems.

mattwnz

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#894841 12-Sep-2013 17:37

CYaBro:
mattwnz:

What do they do if the main subscriber no longer has access to the email address they signed up under. eg They signup with an xtra address, and then they change ISPs and no longer have access to it, and and they don't know their login details? How would they then get them reset to a new email address?

Exactly what I was thinking myself.

I am wondering how other companies manage this including google. Although they do also have the option to enter your mobile number to text you. In many cases I suspect people lose th account if they can't communicate with a reason person.

icepicknz

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#894847 12-Sep-2013 17:48

hashbrown:
"Subscriber"
means the person who registers to use the Service, and, where the context permits, includes any entity on whose behalf that person registers to use the Service.

They are stating that the person that signed up for the service is the 'subscriber' as they are the ones that signed off the terms and conditions.
It baffles me how they don't have provision for multiple 'subscribers' / admins.

Our accountants opened up our other Xero account for another company, what happens if we have a dispute with them; or what happens if they get run over by a bus?
I'm in the process of getting the other accounts moved over to myself, but again it means I hold the power over my business partners!

Very unhappy it's taken 2 weeks and we've gotten no where on this.

Barry Murphy
ISPMap - New Zealand ISP map
Vibe Communications LTD - Business ISP and Wholesale Carrier

Any comments made by myself don't reflect the views of my employer, they are mine and mine alone

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mattwnz

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#894849 12-Sep-2013 17:52

icepicknz:
hashbrown:
"Subscriber"
means the person who registers to use the Service, and, where the context permits, includes any entity on whose behalf that person registers to use the Service.

They are stating that the person that signed up for the service is the 'subscriber' as they are the ones that signed off the terms and conditions.
It baffles me how they don't have provision for multiple 'subscribers' / admins.

Our accountants opened up our other Xero account for another company, what happens if we have a dispute with them; or what happens if they get run over by a bus?
I'm in the process of getting the other accounts moved over to myself, but again it means I hold the power over my business partners!

Very unhappy it's taken 2 weeks and we've gotten no where on this.

What sort of support do they offer? Is it phone based, or email? If email, how long do they take to reply? When I go to their support site, I can't see any contact information. You should ask to escalate it to management, as this sort of problem must occur from time to time.

CYaBro

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#894850 12-Sep-2013 17:55

Tweet Rod Drury directly. :)

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networkn

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#894857 12-Sep-2013 18:14

Sorry to hear of your issues...

I'd have to say this is yet another reason to avoid running cloud based applications.

icepicknz

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#894858 12-Sep-2013 18:16

mattwnz:

What sort of support do they offer? Is it phone based, or email? If email, how long do they take to reply? When I go to their support site, I can't see any contact information. You should ask to escalate it to management, as this sort of problem must occur from time to time.

Email only however I have spoken over the phone with 3 people, one of them being the called Nigel, I think he was the GM or Head of operations or something.
He told me these things do happen and 99% of them get resolved however 1% dont. Maybe I'm in that small category of 1% however it's hard to believe.
The fact these things do happen and there is no real process to deal with it, banks check the companies records so why can't they?

Barry Murphy
ISPMap - New Zealand ISP map
Vibe Communications LTD - Business ISP and Wholesale Carrier

Any comments made by myself don't reflect the views of my employer, they are mine and mine alone

networkn

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#894859 12-Sep-2013 18:18

mattwnz:
Klathman:
mattwnz:
What do they do if the main subscriber no longer has access to the email address they signed up under. eg They signup with an xtra address, and then they change ISPs and no longer have access to it, and and they don't know their login details? How would they then get them reset to a new email address?

Even better. Someone signs up with a yahoo address which then gets reclaimed because it hasn't been used for 6 months.

That's one of the many reasons why businesses should use their own domain based name email addresses. Recycling email addresses throws up all sorts of potential problems.

Well I'd advocate having a company admin address like admin@company.co.nz and this is where all official business emails are registered to, so that when key staff leave, the companies office, ird, software renewals etc get attended to and not missed.

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mattwnz

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#894860 12-Sep-2013 18:18

networkn: Sorry to hear of your issues...

I'd have to say this is yet another reason to avoid running cloud based applications.

I do agree to a point, but cloud based SaaS is the way things are heading when it comes to software. So I think it will be the future as it almost eliminates piracy, allows the software to be always up to date, meaning a single version for support, and provides a passive monthly income for the provider.

networkn

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#894861 12-Sep-2013 18:20

mattwnz:
networkn: Sorry to hear of your issues...

I'd have to say this is yet another reason to avoid running cloud based applications.

I do agree to a point, but cloud based SaaS is the way things are heading when it comes to software. So I think it will be the future as it almost eliminates piracy, allows the software to be always up to date, meaning a single version for support, and provides a passive monthly income for the provider.

Yes I am aware of the potential upsides as seen from the side of the provider, but from the side of the customer, there are usually far greater downsides one of which is being currently demonstrated. Complete lack of control.

"It's the way things are heading", this can only happen if customers subscribe. If you say, no, I don't want it, then it won't matter what the provider wants :)

1080p

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#894862 12-Sep-2013 18:22

mattwnz:
networkn: Sorry to hear of your issues...

I'd have to say this is yet another reason to avoid running cloud based applications.

I do agree to a point, but cloud based SaaS is the way things are heading when it comes to software. So I think it will be the future as it almost eliminates piracy, allows the software to be always up to date, meaning a single version for support, and provides a passive monthly income for the provider.

Now with added hackability because internet facing. I do see your point though.

icepicknz

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#895089 13-Sep-2013 08:37

So Xero have an export function (http://help.xero.com/#Q_DataOut) that allows you to get your data out, however there is no corresponding import function.
While there is an importer for some data, there is no way to import the data the above exporter produces, so all historical data and transactions cannot be reinserted.
I've contacted Xero on a number of occasions about this and still no response to how we can 'start a new company' in xero and migrate our data :/

Anyone know how / if this is possible as the helpdesk is not very helpful unfortunately.

Barry Murphy
ISPMap - New Zealand ISP map
Vibe Communications LTD - Business ISP and Wholesale Carrier

Any comments made by myself don't reflect the views of my employer, they are mine and mine alone

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