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Community > Accounting >

Suspended Account

Started by Joanna Jemmeson -   in Accounting

My Xero account has been suspended, I have now idea why. I have a different card but your 'Pay Now' does not work. Can somebody contact me so I can do some work
Hi Joanna, Community isn't the place for urgent questions as it's mainly for peer-to-peer discussion. I've looked into your emails with Support and can see that the payment has now been processed. For others viewing this thread, please note that only the Subscriber can use the Pay Now function on Xero subscription Invoices.
 

Matt Oldfield (Community Manager)  

I have just had the same problem. I submitted a new credit card, it was verified 2 weeks ago but my account was still suspended today for non payment.
 

John Totonjian  

Looks like everything's been processed and sorted, John? :)
 

Brittany H (Community Manager)  

Is it possible to get a situation like this rectified in reasonable time? I have been working on this all day and have had no response from anyone.
 

Tom Chisholm  

Hey Tom, can see your emails from a few hours ago - the team will be on it as soon as they can :)
 

Brittany H (Community Manager)  

Hi Guys, We've send mulitple emails to support with no response. Can someone please respond to me urgently as our account is frozen. We have a new card and ban account but it wont let us do anything. Barry, The Perfect Wave
 

Barry Teeling  

Barry, I know you're in touch with Support at the moment. They'll work with you to get everything sorted :)
 

Brittany H (Community Manager)  

hi my xero is has been suspended and we cant get the pay now to work?? need help asap
 

Sam Quinton  

Hi Sam, looks like Support’s responded to your colleague about this, and you should now be able to access the org. Any more questions on this, make sure to get back to Support, they’re best placed to help here.
 

Kelly M (Community Manager)  

Hello im wondering why my account has been suspended?
 

Brendan Mooney  

Hi Brendan - looks like you've emailed Support about this one. They'll be able to look into it for you and get back with an answer.
 

Brittany H (Community Manager)  

Hi, our account has been suspended. Our subscriber email deleted so we can't do anything. Btw, we just extend credit card so CVV is changed. I think that is reason suspended. How can we log in to change credit card ? Please contact me as soon as possible. Thanks.
 

Hoàng Huỳnh Tú Uyên  

Hoàng, can you please let Support know about this! Sorry, not much we can do in Community to help with billing issues.
 

Brittany H (Community Manager)  

Hi, I sent an email and got reply Xero Support - Silicon Straits Sai Gon Subscription Suspended - CX0004113753. Our old Subscriber email: phuhai@ssf.vn but it deleted.
 

Hoàng Huỳnh Tú Uyên  

MY ACCOUNT IS LOCKED AS WELL I HAVE EMAILED SUPPORT 8 TIMES WITH NO REPLY AND ZERO SUPPORT. VERY UNIMPRESSED CONSIDERING ALL OF MY ACCOUNT DETAILS ARE CORRECT AND UNTO DATE.
THE PAY NOW BUTTON IS NOT WORKING.... BTW WE HAVE STAFF WAITING TO WORK.
SUCH POOR PERFORMANCE FROM XERO.
 

jon winks  

Hi Fiona, I see Arthur was able to help reactivate your account. Just get back to the team if you need any more help. Generally, if your org moves into a suspended state, this suggests it's either reached the end of it's trial period, or there are outstanding payments due.
 

Kelly M (Community Manager)  

My account is also locked, and already updated my card details, yet still my account is suspended, It's been 3 hrs since I have changed details. our people can't start working. Is there anything wrong with the pay now button?
 

Dennis Molijon  

Hi Dennis, when you've made an overdue payment it can take a little time for this to be processed, and your org reactivated. However, I've found your emails with the team and have escalated this with them. I see it's with one of them now, and they'll be reaching out to you soon.
 

Kelly M (Community Manager)  

Hi I have had a suspended account for 3 days. I updated our card details last week, I can see that it was accepted but our account is still locked. I've emailed about 4 times and replied back with the main subscriber email that was requested and I am STILL waiting for a response. We are a small business and rely very heavily on cashflow - if we can't invoice it affects our cashflow....... Im trying here now in the hope that someone will respond to me.....
Thanks Catherine
 

Catherine Sawyer  

Hi Catherine, I see Ritchie has called and let you know the steps going forward. Be sure to reach back out to him for anything specific to your situation.
 

Tim S (Community Manager)  

Our account has been suspended even though payment method was updated as we changed banks. It has now been 14hrs can someone please sort out our account we have had to run our payroll through another service provider
 

scott mackenzie  

Hiya Scott, I can see a few emails from you today - will get someone in touch as soon as we can.
 

Brittany H (Community Manager)  

Still hasn’t been unsuspended
 

scott mackenzie  

Hiya Scott, while you may not have received a confirm email just yet, you should be able to access your account. Please do get back to Luke from Support if that's not the case!
 

Brittany H (Community Manager)  

Hi, our account is Suspended even though I updated the credit card details two weeks ago, the pay now button doesn't take me to anywhere that I can "pay now" but as our new company credit card is up to date in the system why are you not using this? We cannot operate without our account and we need to process wages on Monday. I have emailed twice, last week and again today with no response, can someone look into this urgently! Thankyou
 

Jayne Upton  

Hi Jayne, appreciate you need to get into your account asap. I see the team have got back to you, please do let me know if you haven't received these - For security, we do need to hear from the Subscriber of the account in order to discuss billing. If you could please ask them to email us from their login address, we'll be able to get you back up and running.
 

Kelly M (Community Manager)  

Hi Kelly, thank you for your reply. I still haven't received any response from either of my emails to the support billing contact email address 'billing@xero.com'. It isn't acceptable when we run our business using Xero and we get locked out of our business and we do not get any response from support. The Xero system allowed me to go in and update the credit card details when we changed to a new company credit card. At no time did the system let me know that the new credit card details were not accepted, on the contrary it gave me a message saying thank you for updating your billing details (or something like that, I don't remember the exact wording). The system showed the new credit card details under my log in. My CEO is the subscriber for the Company and she logged in this morning and under her log-in the old credit card details were still listed and overdue invoices listed so clearly the Subscriber is the only person who is able to update billing details so why did Xero allow me to update the card details even though what I was entering was not being accepted. We are still waiting for our account to be activated again.... I am appalled at the lack of support and response from Xero, it is completely unacceptable.

PLEASE REINSTATE OUR ACCOUNT IMEDIATELY SO WE CAN PAY OUR STAFF TODAY!
 

Jayne Upton  

I am sorry for the run about, Jayne. It looks like Support's emails aren't getting through - can you please double check your email's spam or junk folders to see if they've gone there?
In the meantime, I've raised this with the team and one of our specialists will be calling you shortly to help.
 

Kelly M (Community Manager)  

Thank you for your reply Kelly.... they rang me but we are still locked out of Xero 3 hours later and time is running out to complete our payroll
 

Jayne Upton  

Apologies for not getting back to you sooner, Jayne. Thanks for keeping us updated here too - I see the team have heard from your subscriber and everything's been activated today. Please do let me know if you need any more help here.
 

Kelly M (Community Manager)  

I have the same issue! I have been trying to rectify it all day, payment has been taken from new account but access is still denied! Not really good enough in my opinion!
 

David Cochrane  

WOW! No replies to support emails and no replies on here either! Thanks a lot Xero!
 

David Cochrane  

Quickbooks is looking better by the second!
 

David Cochrane  

David, sorry for the delay here. Can certainly get wanting to get back into your org as quick as possible. As noted earlier in this thread, it can take a bit of time to process overdue payment and reactivate an org, but I understand Jack has got back to confirm access to your org. Please do let him know if you have any more questions on this.
 

Kelly M (Community Manager)  

hi, we at also having the same issue, without any email notifications or any warning, our account was suspended, we reactivated it with a new payment card but still locked out. We are a small business who heavily rely on XERO and have deadlines of getting invoices sent out and cannot believe that there is no automated system that lets you back into your account immediately without having to contact support and wait hours/days for a reply. This is ridiculous. Xero please look into the asap: case CX0006507157. thank you.
 

Denny Fearnhead  

Thanks for giving your ref here, Denny. Taking a look, I see the team have already got back to you on this and you should be able to access the org. But, please do let me know if you're having any troubles with this, or need any other help and I'll get someone in touch, asap.
 

Kelly M (Community Manager)  

I have a similar issue. I've used Xero for my small business for many years, relying on it for invoicing, customer contact, basically everything. My accountant (a sole practitioner) is listed as the Xero subscriber, and he was diagnosed with cancer, and is unreachable by phone or email. According to his secretary, he will not be returning to the office. I can still access my account, but need to transition to a new accountant. I contacted support and was told that only the subscriber could change the subscriber - a non-solution. This is a Catch 22 which, I believe, puts all Xero businesses at risk. How can I solve this problem?
 

James Edmunds  

Hi James, Support are definitely best placed to help you with this, as it's such a sensitive issue. I can see the team have recently replied - Please do stay in contact them, and they'll be able to work through this one with you.
 

Kelly M (Community Manager)  

So my account was suspended not sure why but anyway pressed the pay now key paid the amount 24 hrs ago and it’s still suspended and I need to pay staff and send invoices. I emailed zero and I got told it will be 15 hrs to I hear back which it toltal bill shit you did not wait 15 hrs to take my money so how about you fix this obviously on going problem. I’m a plumber if I had clients contact me with a urgent plumbing problem eg a leak or blocked pipes and I said I would be out there in 15 hr I would not stay in business very long. Totally useless.
 

Tyron Parfitt  

Hi Tyron, totally get wanting to get back working in your org asap. As much as we'd like to provide instantaneous replies, the team do need a little time to make sure your question is with the right team, who can look into and respond.
We do send an auto-response to give you an estimate of possible waiting time, but in most cases you'll find you'll hear back much sooner.
I see Sam at Support's recently got back to let you know access has been restored. Please do let me know if you're still having any issue with this, and I'll get the team back in touch.
 

Kelly M (Community Manager)  

James "I have a similar issue. I've used Xero for my small business for many years, relying on it for invoicing, customer contact, basically everything. My accountant (a sole practitioner) is listed as the Xero subscriber, and he was diagnosed with cancer, and is unreachable by phone or email. According to his secretary, he will not be returning to the office. I can still access my account, but need to transition to a new accountant. I contacted support and was told that only the subscriber could change the subscriber - a non-solution. This is a Catch 22 which, I believe, puts all Xero businesses at risk. How can I solve this problem?"

Kelly "Hi James, Support are definitely best placed to help you with this, as it's such a sensitive issue. I can see the team have recently replied - Please do stay in contact them, and they'll be able to work through this one with you."

Hi Kelly, the only thing that Support has done, is to say they would contact my old accountant, and they have received, of course, no response. I have now hired another Xero certified accountant, and he has been told the same (not helpful) advice, namely that the current subscriber needs to transfer the subscription. So, both me (the business owner) and my new accountant, are unable to transfer the subscription. My old accountant, who is now unavailable, holds the subscription. I cannot do my 2017 taxes. Warning to all business owners using Xero ... do not allow your accountant to be listed as the Xero subscriber, because if your accountant becomes unavailable, you will be stuck without recourse. Can you help me Kelly?
 

James Edmunds  

Hi James, I do sympathise that you're unable to access the account atm. This situation does throw a slight spanner in the works.

We do feel it's an important decision deciding on who the Subscriber of an account is, and also have a page with detail on the role, to help people work out who the best person to hold this is, for an org.

I've checked in with the team on this - There really is a process they need to follow in these sort of situations. But, they'll try touching base with the Subscriber again today, and update you on the next steps.
 

Kelly M (Community Manager)  

Hi Kelly, I have not heard anything from Support, other than saying what you said, that "there is a process". I've asked them what the process is, and how long it takes, since I have hired a new accountant, and need to get taxes done in the next few days. Would you please give some details on this process? How long will we wait? I'm sure Support has simply tried to contact the now absent accountant, and had no response.
 

James Edmunds  

Sorry for the delay, James. I see the team have replied to let you know they've reached out again.
Due to the nature of the issue; involving subscription and billing detail, this isn't really something that can be discussed here in the public forums. We also can't give a time frame, as it can vary with complexity and subscriber involvement. I can see that your latest response is with the team now, and they'll do their best to update you through this process.
 

Kelly M (Community Manager)  

I guess I don't understand. There is no complexity or billing details involved. We have the simplest subscription, and the subscriber (accountant) is not replying to Xeros attempts to reach him. So there is no subscriber involvement, and no complexity. I have asked Support two times to let me know how long they will wait, and have no response from them to this question, either. Can you specify the complexity in answering this question, for an early adopter and longtime subscriber of Xero?
 

James Edmunds  

What is going on???? and how does this affect our subscription???
 

jon winks  

Hi Fiona, each orgs subscription is independent.
An issue for one person, doesn't mean an issue for everyone, although you can always check in the Status page to see if there are any widespread issues at the time.
If you're having trouble accessing your own Xero org, please do come into Support along with detail of the org you're trying to access, and they can look into things to help.

James, I get it's frustrating waiting to hear back form the team. Ultimately, the Subscriber is both reliable for payment, and overall access to the org, in Xero. If a subscription transfer can't be done immediately our team will work with you around what can be done. Please know they're doing their best to move things along for you here.
 

Kelly M (Community Manager)  

I will note for the Xero community, that Xero has a suggested business program for Xero certified accountants, where Xero suggests that the accountants enroll as the "Subscriber" for the business. I am learning from hard experience that allowing an accountant to be the Subscriber is dangerous for a business. It locks the business into that particular accountant, and if the accountant later goes out of business, or becomes non-responsive for any reason, the business is stuck. Don't do it, fellow businesses.
 

James Edmunds  

My account has been suspended and I've emailed the support team 3 times over the last 10 days, yet they won't respond. Pretty poor in my opinion. I'm only hoping this message will get noticed
 

Robert Nield  

I sent a Tweet to them, and also posted on FB and sent a private FB message also. They responded within an hour or so and my account was reactivated. Try social media, seemed to work for us.
 

Denny Fearnhead  

You saw my message Denny - but Xero support still hasn't. I'm not going to start a Twitter/Facebook account just so I can get in touch with Xero support. That would be laughable. Quickbooks is looking good however
 

Robert Nield  

You're right, Robert - You should be able to reach out to Support when you need help. However, I am having trouble finding emails to the team from this login. Do you have a reference I can look into for you? Should begin with CX000...
As I've mentioned in an earlier post above - we do need to hear from the org's Subscriber email to discuss billing details. However, in the mean time I've asked one of the team at Support to reach out so we can get top the bottom of things and make sure you can get in touch, when you need.
 

Kelly M (Community Manager)  

Hi - we desperately need our Xero up and running we have payroll to process - i have sent a number of emails to xero - no responses at all - not even a notification that my emails have been looked at - PLEASE CHECK ASAP!!
 

MELISSA LAGANA  

Hi Melissa, I can see that one of our Billing team have come back since your post here to explain the suspension and how to go about reactivating the account. Just get back to them to let them know once you've completed the steps they mentioned, and they can update your account.
 

Kelly M (Community Manager)  

Hey. Yet another one waiting for a reply from billing. My card expired, I was waiting for a new one, plus a mix of being busy and I totally forgot to add the new card details. Now I cannot access my account. I would really like this re-activating. Hopefully, my data is not deleted.
 

Matthew Usherwood  

Matthew, I can see that Lynley's got back to you re. your email, since posting here and all seems to be sorted. Just get back to her if you have any troubles getting into your account.
 

Kavi S (Community Manager)