Recent changes to Xero’s invoicing system and subscription packages have left many of its customers voicing frustration over increased costs and reduced functionality. 

Users have taken to forums and social media to share their dissatisfaction, citing numerous challenges with the platform’s new direction.

What are Xero users saying? Frustration over invoice changes and rising costs

One user described the new invoicing system as a significant downgrade:

"Xero downgraded to a new invoicing system that is full of problems and annoyances. What used to be easy to use and intuitive software is now overly complicated. The layout is too big: you need a bigger screen and it is full of empty spaces; you keep scrolling around. Attaching a file to the invoice is a nightmare, every second time you have to redo the whole process; EVERYTHING requires at least twice as many clicks as before."

For small business owners, these usability challenges could create significant inefficiencies. Many rely on accounting software to save time and streamline workflows, but a tool that once simplified operations now seems to be causing delays and frustration.

Another long-time customer criticised Xero’s approach to development and the increasing costs of the platform:

"What a downgrade in functionality and user support! Every time I think Xero can’t do worse, they surprise me!

The whole Xero team should be ashamed of what they’ve done over the past two years: ignoring user complaints, enforcing new features without user consultation... and don’t get me started on New Invoicing… To top it all off, they regularly increase prices and shift features that were once included in subscriptions to separate, additional costs!"

These sentiments reflect growing discontent among Xero users. Rising costs, reduced functionality, and overlooked customer feedback can erode trust—particularly for small businesses that need their accounting tools to be reliable, transparent, and affordable.

One user summarised their experience with rising costs and poor customer support:

"Xero may boast about being a time-saving tool, but between the rising costs and the unhelpful customer service, I’m spending more time and money than ever. I’m actively looking for another accounting package that values its customers and delivers the support we’re paying for."

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