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Why we’re changing the way you import documents into Hubdoc

Posted 1 year ago in Product by Robby Jennings
Posted by Robby Jennings

As more countries around the world embrace open banking models, banks and online suppliers are realising the benefits of establishing APIs with technology providers like Hubdoc. These connections allow us to work directly with your supplier (direct fetch connections), rather than rely on technology that logs into supplier portals and imports documents on your behalf (standard fetch connections).

Moving towards direct connections

Using standard fetch connections to automatically import bills, invoices and bank statements into Xero (or other accounting software) has traditionally been a popular feature in Hubdoc. However, as technology and industry standards evolve, these connections have become outdated and are often blocked by banks and online suppliers.

As a result, the performance has declined to a point where it no longer meets the needs of Xero or our customers. That’s why we’ve made the difficult decision to retire standard fetch connections on 27 April 2022 (28 April 2022 in Australia and New Zealand). We’ll be switching off the ability to set up new standard fetch connections on 31 January 2022 (1 February 2022 in Australia and New Zealand).

We know that removing this functionality from your workflow will be an inconvenience. But our growing Hubdoc team is working hard to establish more direct fetch connections with banks and online suppliers around the world. Currently, we have APIs with Bank of America, Wells Fargo and Stripe, and these will continue to operate.

How to import documents into Hubdoc

There are a number of ways you can import invoices, bills and bank statements into Hubdoc. One way is to set up an auto-forward email rule on statements, so they are sent to Hubdoc without any manual data entry. You can also choose to download, scan or take a photo of the document and then upload it into Hubdoc.

Another way to receive invoices into Xero without manual data entry is via e-invoicing. This is currently available for Xero customers in Australia, New Zealand and Singapore and allows you to electronically exchange invoices between accounting software systems. The network is still growing, but you can register to receive e-invoices in Xero, so when your suppliers start using them you’ll be ready.

Our continued investment in Hubdoc

Growing our direct fetch connections to banks and online suppliers is just one way we’re committed to providing you with greater value in the long term. Our Hubdoc team has grown 40% over the past 12 months, and they’ve worked hard to support critical work like improving stability and infrastructure, upgrading security, and increasing data automation.

We’ve also released a number of features during this time that you’ve requested, including duplicate document detection, default due dates, increased document intake, and link to Xero. This work is going to ramp up in 2022, as we hire new teams to focus on upgrading our technology, improving your workflows and making the mobile experience better than ever.

At Xero, we’ll always advocate for small businesses to have ownership of their data, so it can be used to create efficiencies in their business. And while we don’t know what the future may bring, we’ll continue to work closely with the banking industry to develop solutions that automate data entry and make life easier for you.

71 comments

Tim B.
December 1, 2021 at 12.20 pm

Xero has charged an extra $4/month since the purchase of Hubdoc which is no more than a glorified filing system. Does that mean we are paying extra money to fix a product that was defective from the beginning?

This comment in the blog above is a joke: “As a result, the performance has declined to a point where it no longer meets the needs of Xero or our customers.” I started off with 10 accounts that could be automated but right from the start, I spent more time with the Support team due to issues using these automated accounts than the supposed time saved from manual data entry.

The real kicker for me is when Hubdoc could not automatically fetch Xero invoices. It is one thing having issues with systems beyond your control, but your own products not being able to mesh together is abysmal. So yes, the fetching service has no longer met customers’ needs from the beginning since it is a flawed product. The concept that the issue with fetching documents is new is just wrong as I have had an open ticket for at least 18 months to fix the Adobe connection. The generic reply every time I requested an update: “The issue is complex and always changing. However, please feel free to manually upload your documents.” Why offer a service such as automated document fetching as a major selling point only to endorse the manual upload function?

Given other product requests or enhancements made in the Xero COmmunity forum that have been ignored, it is time to leave Xero.

Xero in reply to Tim B. Xero
December 1, 2021 at 2.01 pm

Hi Tim – thank you so much for your comment, we really appreciate your feedback. We would be sorry to see you leave so have shared your comment with our product team.

Sam Gray
December 3, 2021 at 5.26 pm

Haha, funnily enough, they’ve scrapped the mentions of fetching documents from their website. What annoys me is not even the upload function works properly (if you try to split a document).

Xero in reply to Sam Gray Xero
December 9, 2021 at 2.06 pm

Hi Sam, thanks for your comment and we’re sorry to hear that you are experiencing an issue with the upload function – are you able to raise a case sharing more about what you are experiencing and when this occurs so we can better understand your situation a little more and help identify what might be the cause? Thanks so much!

Sam Gray in reply to Xero
January 19, 2022 at 12.55 am

Hi Xero,

CX0011897247 raised 14 Nov 2021

“Our Product team is aware of an issue where the extracted data is being pulled from the details of the first page. This issue is on the teams radar but there is currently no ETA on when this issue may be resolved.”

“As a work-a-around in the meantime, you could try emailing the documents using the #split function in the subject line” – tried this, it didn’t work, told Xero Support, waiting on “the Product Team”

Xero in reply to Sam Gray Xero
January 25, 2022 at 12.29 pm

Hi Sam – thanks for following up on this matter. Sadly, we have no further update on this time to share with you. As our support team mentioned, the issue is complex and will take some time to be resolved. Our Product team are still working on it and we will share any information we have with you as soon as possible. Thanks for your patience.

Conrad D
December 30, 2021 at 3.01 am

Ugh. This is the real kicker to me. Xero has made 2 pricing increases over the past year and one of them EXPLICITLY highlighted the “HuBdOc InTeGrAtIoN” as a “BeNeFiT” of the price increase. I’ve literally tried using HubDoc multiple times in an effort to streamline some operations but have never been able to actually get ANY value out of it. Couple that with the never ending list of issues I have with the Xero bank feeds that no one wants to fix, I can’t help but feel like we’re continuing to get ripped off by a company that may be struggling to stay afloat.

So incredibly frustrating.

Xero in reply to Conrad D Xero
January 11, 2022 at 10.47 am

Hi Conrad, we’re so sorry to hear of your frustrations at the moment. This has not been an easy decision and one that wasn’t taken lightly – but unfortunately, with the performance of the functionality diminishing due to banks and suppliers increasingly restricting the ability to use standard fetch technology that isn’t a direct connection, it’s no longer meeting the expectations of Xero and our customers. We need to invest in direct connections and other areas in Hubdoc that don’t have heavy technical constraints to provide better customer value for you in the long term. However, we are listening and have shared your feedback with our Product team.

Steve Bennett
October 13, 2022 at 11.47 am

Agreed! I’ve also tried Hubdoc several times, and the value proposition is poor. I echo your assessment of bank feeds in Xero; I’ve used many other SAAS that support bank feeds with relatively few issues (QBO, for one). It’s really surprising that Xero can’t seem to get a handle on it. I’m in Canada, and I would have much preferred if Xero fixed the existing integrations rather than purchase TaxCucle and half-bake some more integrations.

Richard Hinz
December 1, 2021 at 1.15 pm

Xero was once an innovative and forward looking company. It challenged the industry with uninhibited creativity. This article confirms that the “No sayers” are gaining a grasp of the company. These features are important time saving features that reduce the interruptions to our clients day. You are making their day harder, this is not a good end to the year.

Xero in reply to Richard Hinz Xero
December 9, 2021 at 1.51 pm

Hi Richard, thanks for your comment. This has been a very difficult decision to make but unfortunately banks and suppliers are increasingly restricting the ability to use standard fetch technology that isn’t a direct connection. So, we want to pivot our focus to invest in direct connections and other Hubdoc areas that don’t have heavy technical constraints to provide better customer value in the long term for you.

Allys
December 1, 2021 at 5.41 pm

At a minimum you upgrade so that your own systems (XERO and HUBDOC) talk to each other. With xero invoices you can’t have them automatically import by setting up a email filter as the pdf isn’t included in the email… so your own system is the most cumbersome because you have to go in a manually handled the document and if you do it in Xero you still have to manually handle to document because you can’t autosync as you can in hubdoc.

Xero in reply to Allys Xero
December 9, 2021 at 1.53 pm

Hi Allys – we understand how frustrating this is and we are looking at ways to solve for this. Traditionally, we have used standard fetch technology to pull Xero bank statements into Hubdoc. Therefore, we didn’t originally build a direct API connection between the two. Due to Xero’s increased security, it has stopped the standard fetch from working between the two. The product team is reviewing this and scoping potential solutions but will need time to build a solution.

Allan Fefergrad
December 2, 2021 at 2.39 am

It’s working well for many of the Canadian banks. Our clients love the convenience. Please don’t turn this off!!!

Xero in reply to Allan Fefergrad Xero
December 9, 2021 at 1.54 pm

Hi Allan, unfortunately, banks and suppliers are increasingly restricting the ability to use standard fetch technology that isn’t a direct connection. This will diminish the performance of many of our Hubdoc standard fetch connections preventing us from providing a product experience that you have come to expect of Xero. This has not been an easy decision. So, though your standard fetch connection might still be working, it’s likely that in the future the reliability of the connection will be impacted. We want to pivot our focus to invest in direct connections and other Hubdoc areas that don’t have heavy technical constraints to provide better customer value in the long term. Thank you for sharing your feedback with us – we are collating everyone’s thoughts on this update and passing it on to our product team.

Allan in reply to Xero
March 17, 2022 at 3.17 am

CIBC has a direct connection with Xero in Canada. Why is this not available with Hubdoc?

Ian Ellis
December 2, 2021 at 6.47 am

It’s a shame you’re losing this feature , ‘Fetch’ is one of the more unique features in Hubdoc, that saves the pain of logging into a website and downloading the invoice and then dragging to Hubdoc. If it saves half an hour per month that pays for the subscription ( I have it as a standalone app for a non Xero client )
The email to Hubdoc is a useful feature, and Inbox rules may help , but many utility ( and accounting software) providers do not email invoices directly, you must log onto a website and actively download and drag to Hubdoc.

Are you planning on keeping the Hubdoc integration with Quickbooks Online ?

Xero in reply to Ian Ellis Xero
December 9, 2021 at 1.55 pm

Hi Ian, thank you so much for sharing your feedback with us. This hasn’t been an easy decision and one that wasn’t taken lightly – we know our standard fetch technology has been loved by our customers and partners as it’s reduced the burden of finding source documents and manual data entry, which is why we’ve continued to support it. However, with the functionality declining in performance, it’s no longer meeting the expectations of Xero and our customers. We are listening and have shared your comment with our Product team. Please note – there is no change or plans to stop the integration with Quickbooks online.

Boris Baranov
December 2, 2021 at 7.12 am

How come QBO is able to automatically import the bank statements in their system and Xero cannot?

Xero bank feeds are a complete disgrace and having bank statements automatically downloaded in HubDoc was at least a way to manually upload and reconcile them for our staff. Now we are left with crappy bank feeds and no bank statements and clients being bugged every month to download and send us their bank statements.

What a joke of an accounting system. We will be ditching it for QBO for our next clients and you can continue “investing” into products that don’t work.

Xero in reply to Boris Baranov Xero
December 9, 2021 at 1.57 pm

Hi Boris, thanks for your comment. Many banks in North America are not providing a secure and reliable means for customers to automatically share their transaction data. This is a challenge for all our competitors and does mean customers in this region are more reliant on Yodlee. There have been some unforeseen challenges with this new version of Yodlee which is impacting the Xero experience for some of our customers. While we have fixed a number of issues already, the Xero team continues to work closely with Yodlee to resolve the remaining issues. In terms of fetch, we have had to make this difficult decision because banks and suppliers are increasingly restricting the ability to use standard fetch technology that isn’t a direct connection. This increased restriction will diminish the performance of many of our Hubdoc standard fetch connections preventing us from providing a product experience you expect from Xero. This is happening for any provider that provides this service, not just Xero. We want to pivot our resources so we can focus on investing in direct connections and other Hubdoc areas that don’t have heavy technical constraints to provide better customer value in the long term.

Auburn Marshall
December 2, 2021 at 7.59 am

“At Xero, we’ll always advocate for small businesses to have ownership of their data, so it can be used to create efficiencies in their business.”

This quote really stuck with me because it seems like Xero owns the data. When a client closes a Xero account, their files are trapped unless they want to go through each transaction and download them one by one. We weren’t aware of this when we initially set everyone up on Xero. Now, we are switching everyone over to using Hubdoc as the filing system, but that still only captures documents moving forward, not ones in the past. And it doesn’t help our clients who have had to close their businesses or move to a bigger accounting system.

Lawrence Fox
December 2, 2021 at 8.31 am

…and if you’re no longer auto-fetching….and moving the work to me or my clients–the price is going to come down, right?

Xero in reply to Lawrence Fox Xero
December 9, 2021 at 1.58 pm

Hi Lawrence, thanks for your comment. The price will remain the same – this is because the pricing change is part of a standard business review and not attached to any single feature addition.

Tom Diehl
December 2, 2021 at 8.50 am

So once again Xero is refusing to fix long outstanding bugs. Instead we will just abandon features. Way to go Xero!!

Xero wants more money every month but you cannot even get tax calculations to work between 2 Xero products (Xero and projects).

Xero keeps adding mostly USELESS “Features” but NEVER goes back and fixes the KNOWN and confirmed bugs.

Like others here I have had tickets open for months for Xero, Projects, and hubdoc. I keep getting told they might be fixed “someday”. This is just one more example of the Xero management failing to prioritize development time.

Every day Xero is getting more and more like Intuit. Collect money and never actually provide the service you claim to.

I would like someone to explain to me how Adding a collapsed view to the reconciliation screens (to name one of the useless features) is more important than actually making Sales Tax calculations between Xero and projects work properly? IMO, The priorities are just plain wrong!!

Xero in reply to Tom Diehl Xero
December 9, 2021 at 2.00 pm

Hi Tom, we are so sorry to hear that you’re not happy. The decision to retire all standard fetch connections has not been an easy one to make because we know it has been loved by our customers and partners. However, with the performance of many of our standard Hubdoc fetch connections diminishing because banks and suppliers are increasingly restricting the ability to use standard fetch technology that isn’t a direct connection – it prevents us from providing you with a product experience that meets your expectations. This is not a uniquely Xero issue but every company relying on this technology will have diminished performance because of the security environment. We want to be proactive and pivot our focus to invest in more direct fetch connections where we use a more reliable API connection. We also will focus on areas of Hubdoc that don’t have heavy technical constraints to provide our customers better value in the long term. We also understand your frustration with seeing the user interface be upgraded and not feature requests. These changes are not purely aesthetic but are much more important than that. Currently our technology has some significant technology barriers that means what may seem like a simple fix, currently is reliant on major changes under the hood. To make our platform more flexible and be able to enable features that customers want to be built in faster, we need to rebuild many areas of the platform and that’s what we are doing right across Xero and is the work you see coming to fruition in bank reconciliation. This kind of work is essential for a tech company like Xero. Just as you need to upgrade your phone every few years, or refresh the apps on your device, we need to keep upgrading Xero’s technology to make sure we can build the features you need and help you make the most of new tools in the years to come. Thank you for sharing your feedback with us – we have passed it on to our product team.

Allan Fefergrad
December 2, 2021 at 5.53 pm

It’s working well for many Canadian banks. Please leave it as is. It’s fine.

Joe G.
December 3, 2021 at 4.30 am

I agree with the above posts – we built a bookkeeping system around this platform and the disruptions that we will experience will no doubt cause everyone involved lots of pain! Absolutely devastated and disappointed!

Xero in reply to Joe G. Xero
December 9, 2021 at 2.02 pm

Hi Joe, we are sorry that we have had to make this decision – it hasn’t been an easy one to make. However, banks and suppliers are increasingly restricting the ability to use standard fetch technology that isn’t a direct connection, which will diminish the performance of many of our Hubdoc standard fetch connections. Thanks for your feedback, which we have shared with our product team.

Christian Szpilfogel
December 3, 2021 at 7.37 am

I’m disappointed that you are removing the most important function in this application before having most of the direct connections complete. A more orderly process of transitioning from each fetch to its corresponding direct connection would have been more appropriate. I’m afraid this will likely be the final straw for our company’s use and we will move to your direct competitor. We have way to many documents to be fetched to resort to a manual process. I’m sorry to say that as I think the document organization is much better in HubDoc which is why I put up with the broken links over time.

Xero in reply to Christian Szpilfogel Xero
December 9, 2021 at 2.03 pm

Hi Christian, this has been a very difficult decision to make but unfortunately banks and suppliers are increasingly restricting the ability to use standard fetch technology that isn’t a direct connection. So, we want to pivot our focus to invest in direct connections and other Hubdoc areas that don’t have heavy technical constraints to provide better customer value in the long term for you. Thank you for your comment and sharing your thoughts with us, which we have passed on to our product team.

Nikki McEnaney
December 3, 2021 at 11.05 am

This is a real shame for the fetch features that do work. Why not just remove the links that are not working. For small construction business that do the majority of their purchasing through Screwfix, the feature is working great for an industry that is not renowned for consistency of record keeping. It is a real shame to remove the working features.

Xero in reply to Nikki McEnaney Xero
December 9, 2021 at 2.05 pm

Hi Nikki, sadly – banks and suppliers are increasingly restricting the ability to use standard fetch technology that isn’t a direct connection so this will diminishes the performance of many of our Hubdoc standard fetch connections. This decision has been difficult but the increased restrictions will prevent us from providing a product experience that meets your expectations. If we continue to invest in keeping full product teams on a feature with technical constraints from external sources out of our control, we can’t pivot them into areas that provide more opportunity for value add. We appreciate that this is disappointing and have shared your feedback with our product team.

Holly C.
December 15, 2021 at 1.21 pm

I agree, it makes more sense to eliminate connections as security procedures update rather than eliminating the feature as a whole. Fetch is one of my favourite features of Xero/Hubdoc and I’ll be so disappointed if they follow through with its termination. I’ll be looking into other cloud-based accounting and receipt filing systems for sure.

Xero in reply to Holly C. Xero
January 11, 2022 at 10.05 am

Hi Holly, unfortunately with more banks and suppliers restricting the ability to use standard fetch technology that isn’t a direct connection, the performance of many of our Hubdoc standard fetch connection will start to diminish. We have not taken this decision lightly but we need to invest in direct connections and other areas in Hubdoc that don’t have heavy technical constraints to provide better customer value for you in the long term. We appreciate that this is disappointing and have shared your feedback with our product team. If you would like more information on how to continue to upload or email documents into Hubdoc – you may find this article helpful.

Greg W
December 3, 2021 at 8.31 pm

This announcement, whilst disappointing, is not unexpected. I have been raising issues with automatic feeds for years and got the standard answer that The Xero Team were working hard to fix the issues. The biggest joke was when the integration with Xero itself stopped working.

Xero in reply to Greg W Xero
December 9, 2021 at 2.07 pm

Hi Greg, we are sorry you have been experiencing issues. This is an issue that all our competitors face with the challenges on banks and suppliers blocking access. In regards to Xero’s connections, we know this has been frustrating. Traditionally, we have used standard fetch technology to pull Xero bank statements into Hubdoc. Therefore, we didn’t build a direct API connection between the two. Due to Xero’s increased security, it has stopped the standard fetch from working between the two. The product team is reviewing this and scoping potential solutions. However, it will take time to build a direct fetch connection with Xero as the technology doesn’t currently exist. Thank you!

Suzanne Fox
December 3, 2021 at 10.49 pm

I hope the reduction in functionality will be reflected in the price of subscriptions

Xero in reply to Suzanne Fox Xero
December 9, 2021 at 2.08 pm

Hi Suzanne, the pricing change is part of a standard business review and not attached to any single feature addition.

RK PVT Ltd
December 4, 2021 at 3.35 am

How can we upload Bills and Invoice to Xero then?

Xero in reply to RK PVT Ltd Xero
December 9, 2021 at 2.10 pm

Hi, please check out this Xero Central article which provides steps on how to upload or email documents into Hubdoc. Alternatively, if you are located in New Zealand, Australia or Singapore, you can use e-invoicing. The network is still growing, but you can register here to receive e-invoices in Xero. Hope that helps.

Simon JC Armstrong
December 6, 2021 at 3.47 am

I echo what Tim says in as far as the inability of Hubdoc to import documents from Xero is concerned for which there can be NO excuse. What I am more concerned about is the automatic importing of bank statements. I am in the UK and bank with NatWest. Am I correct in understanding that these automatic bank feeds will stop in April 2022, or will they continue to be imported directly into Xero?

Xero in reply to Simon JC Armstrong Xero
December 9, 2021 at 2.12 pm

Hi Simon, thanks for your comment and sharing your feedback with us. I think you may be confusing bank feeds with Hubdoc’s fetch connections.
There is no change to bank feeds in Xero. This is just related to standard Hubdoc connections which for bank fetch was already turned off in the UK in 2019 due to rules around open banking that restricted it. Standard fetch is where there is no direct connection but users insert their online banking or supplier credentials. Hubdoc then uses a special software program to log in and securely find and fetch your documents, just like you would if you logged into the website yourself. In regards to Xero’s Hubdoc connection, we know this has been frustrating. Traditionally, we have used standard fetch technology to pull Xero bank statements into Hubdoc. Therefore, we didn’t build a direct API connection between the two. Due to Xero’s increased security, it has stopped the standard fetch from working between the two. The product team is reviewing this and scoping potential solutions. However, it will take time to build a direct fetch connection with Xero as the technology doesn’t currently exist. We hope that clears it up. Please feel free to raise a case with our support team if you would like more information on your specific situation.

Simon JC Armstrong in reply to Xero
December 14, 2021 at 10.32 am

I was confusing bank feeds with Hubdoc’s fetch connections and am now clear with this thank you.

Regarding the Xero invoices, can you not just add an option within Xero to automatically forward any invoices to an email address of our choice. In my case I would choose my Hubdoc address which would then eliminate any need for a direct fetch connection.

Xero in reply to Simon JC Armstrong Xero
January 11, 2022 at 10.38 am

Hi Simon, you can find more information about uploading or emailing documents into Hubdoc, as well as setting up email forwarding rules, here in this article.

AML
December 8, 2021 at 10.09 am

Most of my banks either don’t email statements or do not email the statement as an attachment, rather send an alert of availability. If I need to manually retrieve these documents I’m not sure what the service is still providing me?

Xero in reply to AML Xero
December 9, 2021 at 2.14 pm

Hi there, if you aren’t able to email statements, you can use the mobile app to take a photo of your bank account statements and upload them – you can also set up your accountant or bookkeeper with ‘read only’ access for some banks. Please take a look at this Xero Central article, which provides more information about how to upload or email documents into Hubdoc.

Tara Younger
December 9, 2021 at 2.10 am

I think alot of us aren’t overly concerned about the fetching of bank statements, that has been dead in the water for a while along with Yoddle feeds. So how about investing the energy on developing direct fetch connections for major suppliers, bunnings, fuel cards etc. Have you got a time frame when you will start to make these available?

Xero in reply to Tara Younger Xero
December 9, 2021 at 2.16 pm

Hi Tara, we agree and with the switching off of fetch will be focusing on these direct connections. We aren’t able to share a timeframe on this yet as each of these relationships each need to be negotiated and have different dependencies and product builds but this is a focus for the team.
Additionally, as more supplier businesses sign up for e-invoicing we believe this will become a growing alternative because it allows for Australian businesses to receive invoices without manual data entry. The network is still growing, but you can register here to receive e-invoices in Xero, so when your suppliers start using them you’ll be ready.

Diane
December 21, 2021 at 9.41 am

Are we losing the facility to photo receipts and purchase invoices via the Hubdoc app into Xero?

Xero in reply to Diane Xero
December 22, 2021 at 12.12 pm

Hi Diane – thanks for your comment. Hubdoc will continue to offer a range of features that you can benefit from. Hubdoc will continue to help reduce the amount of manual data entry required by capturing information from bills and receipts and publishing it directly to Xero. You can still download, take photos or scan documents, then upload them to Hubdoc. You can find out more information here.

Andrew
January 31, 2022 at 8.37 am

@Xero:

As an IT person I get that there is a lot of magic happening behind the curtains to make thing easier for us, your customers. However, after looking at your cookie cutter response to a number of posts here it seems obvious that you are experiencing a failure to communicate. There would be great mutual benefit if were to explain more about the context and details behind the decision. As a result you haven’t really addressed our concerns, only created an information vacuum.

I also understand the complexity alluded to in this statement: “We aren’t able to share a timeframe on this yet as each of these relationships each need to be negotiated and have different dependencies and product builds but this is a focus for the team.” That being said we, as customers, need more/better information on if/when these issues will be addressed.

Based on the above it sounds like Xero/HubDoc needs to negotiate and build (with coding) what amounts to a point to point connection with each partner/institution. If this is true then it needs to be included in your messaging.

Sick of paying for nothing.
February 1, 2022 at 7.31 pm

Everything started falling apart around 2018, right about the time when Rod stood down, seems like it just keeps falling apart and the more it falls apart, the more xero charges. WHAT A JOKE !

I don’t think Xero even realises how many business owners they are putting out with this “decision”, the amount of time it takes to set up one client workflow….. anyone say class action ?

Xero in reply to Sick of paying for nothing. Xero
February 15, 2022 at 4.27 pm

Hi, we’re so sorry to hear your frustration – we would like to assure you that this decision was not taken lightly. However, with more and more restrictions being put in place by banks and suppliers reducing the ability to use standard fetch technology that isn’t a direct connection, the performance of the functionality is being severely impacted and not meeting our expectations or that of our customers. So we have made the difficult decision so that we can invest more in direct connections and other areas of Hubdoc that provides better customer value in the long term. However, we are listening to all the feedback that we are receiving so thank you for sharing your thoughts with us.

Jemima Garthwaite
February 3, 2022 at 12.43 am

Hey, I’m sad to see this feature go, but am happy to can now focus on the important features that are still missing. For us, the main issue we have is that Hubdoc does not enable you to select a Xero Project when uploading a document. Xero Projects are possible to select when filing a person or company Expense, using the Xero Expenses system, so I really struggle to understand why it’s not possible for Hubdoc to enable the same for bills. Any idea when this can be improved upon?

Xero in reply to Jemima Garthwaite Xero
February 15, 2022 at 4.25 pm

Hi Jemima – thank you for your comment, which has been passed on to our Product team.

Finance
February 8, 2022 at 4.55 am

So this means we can no longer publish docs from hubdoc to xero?

Xero in reply to Finance Xero
February 9, 2022 at 1.41 pm

Hi Sonia, Hubdoc will continue to help reduce the amount of manual data entry required by capturing information from bills and receipts and publishing it directly to Xero. You can still download, take photos or scan documents, then upload them to Hubdoc. You can find out more information here.

Dave
February 11, 2022 at 6.02 am

I’ve handled this the best way possible. Cancel your subscription and get back to doing things the way it worked for you before. Saves you time and money. Both of which this “service” does not do for me… Costs me money and wastes my time = no win.

Xero in reply to Dave Xero
February 15, 2022 at 4.24 pm

Hi Dave, we’re so sorry you feel this way. This has not been an easy decision but sadly the banks and suppliers are increasingly restricting the ability to use standard fetch technology that isn’t a direct connection so the performance of the functionality no longer meets the expectations of Xero and of our customers. So we need to invest in direct connections and other areas in Hubdoc that will provide better customer value for you in the long term. We have shared your feedback with our Product team.

Jay
February 11, 2022 at 3.30 pm

Xero is a company run by accountants – not engineers. Cased closed.

Ben
February 16, 2022 at 6.01 pm

Hubdoc is a very disappointing product. Clunky, low on features, painful to integrate. Honestly not sure why Xero invested in it in the first place.

Would rather you leave Hubdoc as it is, cease all development and start again with something new.

Xero in reply to Ben Xero
February 17, 2022 at 5.07 pm

Hi Ben, we’re sorry to hear that you find Hubdoc disappointing but thank you for sharing your thoughts with us.

Robert
February 22, 2022 at 6.30 am

Stop with all the apologies. This company has been falling down constantly on keeping up with technology. We will be looking for another way of supporting our clients. Bothering them for statements now is taking valuable time which costs me money and annoys the clients. If you can’t support your customers ( that would be us) then sell Hubdoc for scrap value to a technology company that can figure it out.

I am so over the excuses

Xero in reply to Robert Xero
March 29, 2022 at 5.44 pm

Hi Robert, we’re so sorry to hear that you feel that we are falling down to keep up with technology. Unfortunately, the restrictions that are being put in place by banks and suppliers will diminish the over performance of the functionality so we have had to make the difficult decision to focus on other parts of Hubdoc that aren’t so heavily constrained to provide ongoing value to our customers. We hope you will see value in the product as we invest in other areas of Hubdoc to help support our customers. Your comment has been shared with our product team, who are reviewing all the feedback we are receiving about the changes to importing documents into Hubdoc. Thank you for sharing.

Robin Chappell
March 23, 2022 at 11.28 am

So this blog goes like this : customer makes comment about lack of Square funtionality and removal of service : Square replies : “Hi [insert user name], sorry to hear your are disappointed, but nothing is going to change, but thank you for sharing your thoughts with us.”

Gene Austin
March 24, 2022 at 8.32 am

Hubdoc should have worked on implementing an effective solution using modernized bank sync protocols prior to suspending bank fetch connections that are currently working as intended. For most accountant users, bank statement fetch is the primary use case for Hubdoc. And as previously stated most bank do not email statements so forwarding is not an option. Hubdoc and Xero need to make this a top priority rather than working on things that provide minimal value to accountants and business end users.

Personally the fact that I cannot batch edit documents in Hubdoc to assign a payee and document type is a major pain point that I am hoping is also prioritized to be updated sooner rather than later.

Terrence
April 9, 2022 at 8.08 pm

What a waste of time – I spent so much time configuring Hubdoc & linking it up with all my suppliers for Autofetch, and now they have discontinued it. Whats the point of using Hubdoc as this was the most valuable feature.Im moving away from Xero completely, can anyone else suggest some other alternatives???

Xero in reply to Terrence Xero
April 14, 2022 at 2.27 pm

Hi Terrence, we’re so sorry that you feel disappointed about the changes to Hubdoc – the decision was not easy but unfortunately the performance of the functionality will diminish because banks and suppliers are increasingly restricting the ability to use standard fetch technology that isn’t a direct connection. We would hate for you to lose all the benefits of Xero by leaving – is there a number we can call you on to discuss your concerns? Thanks so much. ^BA

Disappointed New Xero Customer
April 20, 2022 at 5.59 am

It’s unfortunate that I didn’t come across this before wasting my time and money in choosing Xero as my business accounting platform, as I’m wanting a solution that cuts out a significant portion of manual data entry given I’m a one-person operation.

Even though QBO is a higher monthly cost, at least I know that the automation I’m needing is there. That, and it’s now very clear as to why QBO is more widely used than Xero.

Such as shame, as I’m not a fan of QBO personally and have a strong desire to use something other.

Simon JC Armstrong
May 12, 2022 at 5.56 am

What irritates me is that you have turned off the fetch technology for major suppliers that it always worked on. A case in point in the UK is Screwfix. We never had any problems with this and it therefore cannot be a case that they have restricted the ability to use standard fetch technology. To some it might appear that you have just elected to throw the baby out with the bathwater.

Xero in reply to Simon JC Armstrong Xero
May 30, 2022 at 12.09 pm

Hi Simon, thank you for getting in touch with us again – we’re happy to provide more information on your specific situation. If this is something you would find helpful, please raise a case with our support team and we will be in touch with you. Thanks so much.

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