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New initiatives to support our customers and community during COVID-19

Posted 4 years ago in Small business by Steve Vamos
Posted by Steve Vamos

To our Xero community, 

These are challenging times for everyone. Our purpose is to make life better for small businesses and during these challenging times, this mission is more important than ever.  Millions of customers rely on Xero every day to help run their businesses online, and we are working hard to ensure that Xero stays strong, ensuring our customers have access to their financial information at any time. 

Everyone’s business is being impacted in some way by the effects of the Coronavirus (COVID-19). Recently, we shared Xero’s response to the evolving situation, and I’d like to provide an update on a number of initiatives we have added to help you through these challenging times based on direct feedback from our customers and partners.

Dedicated Customer Response Team

For Xero customers needing support, we’ve assembled a Customer Response Team who can be contacted through Xero Central for guidance on a case-by-case basis regarding the initiatives we’ve put in place to support our customers. We will respond promptly to our customers’ requests.

Activating a Business Continuity Hub

We have activated a dedicated Business Continuity Hub on Xero Central that brings together key information from government agencies around stimulus packages for business in the major regions where we operate: New Zealand, Australia, UK, US, Canada, Singapore and South Africa. 

The Business Continuity Hub contains a range of practical tools and education resources to support you through this incredibly challenging time. Some of these resources and topics include:

  • Getting access to advisors, government portals and applications for grants, understanding small business relief and application support
  • Education webinars how to run your business remotely, looking after yourself and your teams, links to community connection forums, business continuity planning and keeping track of cash flow 

Our team will continue to keep the Business Continuity Hub up-to-date with relevant content based on your feedback, so please let us know through the community forum what you’d like to see included. 

Government outreach

Economic stimulus packages are now being offered by governments in most countries. Xero is working with governments to help better direct support to small businesses where it’s needed. This support is being provided through our Xero’s Small Business Insights providing evidence and understanding about the impact of the COVID-19 pandemic on the small business economy. 

Small Business Payment Terms

We’ve initiated a change with our small business supplier payment terms from 1 April 2020 where we will aim to pay small business suppliers’ invoices globally within 10 business days. 

Cash flow tools

A view of cash flow is the most critical need for small businesses and we want to ensure our Xero customers have access to all the tools needed to plan ahead. 

  • The Xero App Marketplace has a number of apps to help with short-to-medium and long-term cash flow forecasting
  • We’ve launched the next phase of customer credit limits, to give businesses more control over the amount of risk they take on when invoicing customers within Xero

Pausing our planned price rise

For customers in regions that were due for a price increase on 18 March 2020, we have delayed our proposed price increase until further notice. Customers now have access to Hubdoc included in their Xero Business Edition plans, which helps save time by automating data entry and simplifying bank reconciliation.

Our focus is to help you stay connected and informed during this unpredictable time.  Remember, you can reach out to your key Xero contacts or Xero Central if there’s anything we can do to support you and your business.  

In uncertain times the best approach you can take is to stay close and connected with those around you. Take care of yourself and people close to you, and let’s do our best to keep connected as a community.


Tony Flynn
April 1, 2020 at 7.27 pm

Big deal. Seriously, you think delaying your price rise is a big help. What a joke. How about putting in place a discount for all the struggling small businesses who are doing it tough and contniue to use your product. We support you-how about shwing some real suppoprt by putting us before profit

Beeny Atherton in reply to Tony Flynn Xero
April 6, 2020 at 9.09 pm

Hi Tony, I would like to assure you that we are listening to help inform the best way we can support our community at this time. We’re going to give you a call tomorrow to discuss whether there’s anything we can do to help your business at this time. ^BA

John Christian Sabal
April 22, 2020 at 2.56 am

Just as little consideration from XERO, Benny. Almost all our clients are closed or non-operational which means non-payment to us, a discount, deferral, or cancellation of payment is a big help. Hope to show compassion over profit.

Joe Scarfo
April 7, 2020 at 12.01 pm

Tony i agree delaying the price increase is not assisting at all. Just as i stated in other correspondence with Xero this is a small business platform for accounting and to disrespect the loyal subscribers by not offering assistance is non Australian. Consider the Australian financial institutions, landlords and the utilities industries have offered assistance are Xero not thinking we would not remember this when things turn around. We are not asking for much but to ask us all to discuss this one on one for each individual subscriber is a way of Xero saying they are not interested in assisting or if they are lets make them jump through hoops each and everyone of them. before we consider a subscription discount on monthly fees

Beeny Atherton in reply to Joe Scarfo Xero
April 7, 2020 at 8.52 pm

Hi Joe, we appreciate that this is a difficult time for many small businesses as we all navigate through this challenging and unprecedented time. If you are experiencing hardship – you can downgrade, suspend or cancel your subscription and have the 30 days to access your information to help you complete tax statements, apply for government grants, or anything else. We encourage anyone who would like to discuss their personal circumstances to reach out to our dedicated Response Team via central.xero.com/s/contact-support?subject=Customer-Response-Team. ^BA

Jan Gardini
April 9, 2020 at 4.08 pm

Great advice, Beeny! Where would you be if all your customers took your advice and cancelled their subscriptions?

With that sort of attitude you don’t ‘appreciate’ anything of what is going on in the world today.

Beeny Atherton in reply to Jan Gardini Xero
April 16, 2020 at 3.15 pm

Hi Jan, thanks for your message. We are continuing to be transparent and open with our customers. Part of that is to ensure our customers are aware there are options available to manage their Xero subscription, including downgrading or putting their account on hold.

D Gulland
April 9, 2020 at 7.23 pm

What a disappointment Xero is, in a time where millions are affected Xero is still expecting full payments. I have to agree with the last comment. (Joe Scarfo )As a service industry many of your initiatives possibly should have already been in place irrespective of Covid19. While many small businesses in fact many businesses irrespective of size are struggling … your millions of clients continue to pay full fees!!! Ironic really….

Beeny Atherton in reply to D Gulland Xero
April 14, 2020 at 8.23 pm

Hi Dianne, I’m sorry that you’re frustrated. I’ve spoken with our customer experience team and have asked for one of our team leaders to give you a call tomorrow to see if we’re able to help you in any way during this challenging time.

Graham Austin
April 15, 2020 at 12.44 pm

Xero just called and is offering no assistance to those affected. They put together resources to file for government assistance so that you can spend this precious support money that you should be able to use to pay contractors and employees on your accounting software! Lost a customer and lots of good recommendations from me!

Beeny Atherton in reply to Graham Austin Xero
April 16, 2020 at 2.16 pm

Hi Graham, we’re sorry to hear that but appreciate you sharing your thoughts with us. I will pass your feedback to the rest of my team.

June 3, 2020 at 9.21 pm

Bit of a joke really. You have removed all references to the price increase off the website, all of the pages which you have linked to have disappeared including the link to https://www.xero.com/pricing/update/ which is on this page.

Oops… We’ve lost you
You’ve somehow ended up in the middle of nowhere.
Head home or search below.

Xero in reply to Brad
June 4, 2020 at 11.18 am

Hi Brad, thanks for notifying us of the broken link in our blog post. With disruption affecting small businesses around the globe, we have decided to delay the scheduled price rise until further notice.

john jackson
June 16, 2020 at 3.25 pm

Xero has given financial support to bas or tax agents or business big deal delayed price rise overpriced now with to few features included and forced to use costly add ons, xero must be getting large kickback

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September 9, 2020 at 2.55 am

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