KashFlow Arvostelua 162

Poor software, very limited when compared to Xero and the like. Basic integrations for third party apps such as GoCardless and development requests are ignored in favour of new features that aren’t needed. Fix what you have first!

The support takes days (literally) and one day I couldn’t get any support by phone, email or social media. This has a knock on effect on how we can run our business.

My advice? Stay away and look at Xero instead. Fast support and you may pay slightly more but there’s a reason for that....

The software is on par with the other providers but their customer service is awful.

Apparently there has been a billing issue on my account. Without any form of notification, call, email, text or online notification my ongoing subscription was cancelled and access lost to my account.

It turns out they do not take support calls from ongoing customers and the only method of support is web chat. The web chat agent didn't have a clue, skirted around all of my questions and treated me with contempt.

i now have no access to my account and they cannot seem to help.

Avoid this company like the plague.

In out opinion this software is rubbish do not touch it
the support staff do not understand the software or accounting unless you asked them something simple like how do you post an invoice

Not worth the hassle. Customer support is an online service only and can take forever for them to get back to you. Trying to speak to someone for assistance is near impossible. The bank feed system they use is cumbersome and for a time was not working for almost 10 days, or so I was told. If you decide to leave make 100% sure it is done fully as you will not get any notification.

What a load of rubbish this system is. Please NEVER consider using it as your accounting system. After the most recent upgrade my bank account showed a negative balance of over £60k. We have never been overdrawn in our history. Their (non)support response was to delete every single bank reconciliation (that's for 6 years x 12 months... you get the drift). I estimated that would take me 20 days solid to do that, and that it would be so much easier and quicker to change accounting systems. It was. I have also since found out that they offer a package for payroll with the accounting system for £19 per month. Since I have had the system they have charged me separately for the payroll system at a cost of £16 for accounting and £12 for payroll. Not once did they suggest to me that it would be better to get the joint rate. Having now set up the new system I only want to keep Kashflow for reference purposes, so I have just tried to downgrade to the starter package... you can imagine what I am going to say next... Having disabled all 200 plus repeating invoices (as you would think that Kashflow would realise that I am now longer using this functionality).. I now find out that to downgrade I have to physically DELETE all repeating invoices, although non are active. I could add a few choice words to accompany this review, but I will keep it polite. All I will say in summary is... NEVER USE KASHFLOW.

Over the past 6 years we have been using this dreadful company in the hope that it will get better as it always promises to do. But no - it's now got a lot worse. The recent updates to it's system have made our system repeat invoices, delete work, reorder items, the list goes on. Contacting the 'support' people is pointless, they go on and on about nothing until you get bored and give up. They have never answered a query or problem, and today is no exception. I am assuming they can't understand or can't read as they come back on email with completely the wrong issues. Why do we carry on? its an accounting system - to move to another system which might be as bad would be hell.....but we're going to have to do it because this is just intolerable!

Absolutely poor and shocking service. They were very polite when trying to get me signed up and once I signed up, they showed their true colour with no help support and absolutely felt cheated. Was supposed to get a call on Wednesday and still waiting. I will do my absolute best to take this organisation to justice so that they don't continue to cheat people.

After persistent sales calls i signed up to Kashflow and paid upfront. I found it very complicated compared to my current system (Quickbooks)! So I decided to cancel after one day.
I have sent numerous emails to many different departments for a refund. Two months later and still nothing.
I would avoid!!

Good news. I've found someone who knows what they are doing at Kashflow. His name is James and he's on 0161 279 4728.

I spent another 50 minutes on the on-line help thingy today. The transcript is below: -

John Coldwell (TapMedic)
Mar 20, 13:09 GMT
Chat started: 2018-03-20 12:13 PM UTC
[16 minutes later]
(12:29:47 PM) John: 50 minutes yesterday. How long will I be kept waiting today?

(12:30:59 PM) *** Natalie joined the chat ***
(12:31:12 PM) Natalie: Hi John how can I help you today?
(12:31:30 PM) John: Please tell Lee that the only e-mail I've received is:-
At 20/03/2018 11:30:10 we received a request to reset your password. This request was initiated from 213.48.71.84.
Please click here to update your login details and start using KashFlow again.
Thanks,
The KashFlow Team
(12:32:02 PM) Natalie: I am not sure what your query is?
(12:32:45 PM) John: Lee said he'd send me a username and password for my new (second) account.
(12:32:52 PM) John: And he hasn't
(12:33:02 PM) Natalie: Is this for accounts software?
(12:33:15 PM) John: What else is there?
(12:33:27 PM) Natalie: Payroll, HR?
(12:34:20 PM) Natalie: I deal with payroll only, and I believe this is an accounts query, so I will transfer you to someone who will be able to help
(12:34:38 PM) John: This morning I upgraded an accounts package to include payroll (for TapMedic IP Limited) and bought a new package (accounts only) for Tapmedic Sales Limited
(12:35:11 PM) Natalie: The second account you are referring tom are you trying to log into Payroll or Accounts?
(12:35:36 PM) John: The second account only has accounts
(12:35:52 PM) Natalie: OK I will pass you to accounts, bear with me please?
(12:36:23 PM) *** Alison joined the chat ***
(12:36:23 PM) *** Natalie left the chat ***
(12:37:17 PM) Alison: Hello I am Alison how I can help you with your bookkeeping query
(12:37:31 PM) John: Have you read the thread?
(12:37:38 PM) Alison: give me a second
(12:39:12 PM) Alison: Ok so I can see that you are waiting to reset your password? I do not know who Lee is as he does not work here in support, but if you can give me your username I can reset the password for you
(12:40:35 PM) John: I don't know either my user name or my password. It is a new account. Lee set it up for me. He's in Sales and rang me. His number is 0161 279 4728 but there is no reply.
(12:41:37 PM) Alison: Thank you
(12:43:36 PM) Alison: I have found a username registered to this email address, could you please confirm the address on the account
(12:44:08 PM) John: The Old Chapel, Chapel Hill, Clayton West, Huddersfield, HD8 9NH
(12:44:40 PM) Alison: The username is TapMedic Sales Limited I can sent a link to reset the password which will go to the registered email address
(12:45:01 PM) John: We should have two accounts - TapMedic IP Limited and TapMedic Sales Limited. TM Sales is the new one, set up this morning.
(12:45:09 PM) Alison: That's on it's way to you now
(12:45:51 PM) Alison: Yes that's the one, I noticed in the chat earlier that it was the one with just accounts and not the joint one with payroll
(12:46:13 PM) John: That one is for IP - I can see all the suppliers listed.
(12:47:02 PM) Alison: What is IP?
(12:47:16 PM) John: TapMedic IP Limited
(12:47:47 PM) John: The new account is for TapMedic Sales Limited.
(12:47:59 PM) Alison: Yes that is the one I have sent the link for
(12:49:33 PM) John: No you haven't!. When I click on the link it takes me to the IP account. I need the link for TapMedic Sales Limited. I need the user name and the password, please.
(12:50:29 PM) Alison: I have only looked at one account and that is the sales one!
(12:50:51 PM) Alison: I haven't even gone into the account
(12:52:01 PM) John: Well its not the new one. Take a look at the suppliers -
(12:52:40 PM) Alison: Do you have the switch account function activated?
(12:53:06 PM) John: No, because I don't have the other account details.
(12:54:35 PM) Alison: The problem is caused because you have the same email address registered to both accounts
(12:55:13 PM) Alison: the system will not usually allow you to open a second account using the same email address for this reason, are you able to change one of them?
(12:55:19 PM) John: And how long will it take you to fix it?
(12:55:46 PM) John: I only have one e-mail address.
(12:56:23 PM) Alison: Let me speak to our development team to see if there is a way around it
(12:56:52 PM) John: Please ring me when its sorted.
(12:59:20 PM) Alison: Hi is it ok for me to temporarily change the email address on the first account then try the password reset again ?
(01:00:22 PM) John: You can do what you need to, Alison.
(01:02:00 PM) Alison: Ok another link on it's way can you let me know which account this takes you too
(01:03:37 PM) John: Still the original account with all of the suppliers listed.
(01:04:19 PM) Alison: Ok I will need to create a ticket as it will need to be escalated to the development team for further investigation
(01:04:44 PM) John: Can you ring me when its sorted please?
(01:05:01 PM) Alison: What is the best number to get you on?
(01:05:07 PM) John: 01484 868 395
(01:05:31 PM) John: (It should be on the account - Lee rang me on that number)
(01:05:35 PM) Alison: Ok that is added to the ticket #295304
(01:07:34 PM) Alison: John I have just checked the IP account and there are no customers on it
(01:08:05 PM) John: Suppliers...............
(01:09:14 PM) Alison: Ahh ok I will close the window to complete the ticket and a colleague from either second line or development will be in touch
(01:09:23 PM) *** Alison left the chat ***

I signed up for a free trial years ago, and still keep getting calls from their sales team.

I have repeatedly asked for my number to be deleted but the calls keep coming.

Signed up for a free trial, received two emails and two phone calls by 10am the next morning. If you like being hassled constantly by a company, try Kashflow. Not for me.

Tried the trial to check it out as its integrated in to the billing system I have decided to use.

Ohhh that's where the trouble starts. First of all the signup page was broken and not doing anything. Quick chat to support and I was going

Then, it has issues matching payments to invoices correctly (A payment of 6.99 to an invoice for 6.99 showed 1p owing and overdue).

A week of arguing with support that there was an issue goes by and eventually this gets flagged to the development team (or so they tell me, there's no way of knowing this).

4 days later, still no reply.

3 days ago I submitted a formal complaint as this is ridiculous, as you can probably guess, no reply.

This is stupid. Do not use Kashflow, find an alternative and be happy with your life.

I have been with Kash flow for a quite a few years now. Over time its got slower and slower. Crashes allot. Tried on about 10 different computers,

BUT WHAT IS THE WORST THING IS THAT- They gave all my sales people permission to sensitive business information like company profit and how much people get paid! I had to delete every one as a user! This rendered the software not usable.

Truly shocking service. Customer service offered 0 help.

Only take on kash flow if you are 1 man band. It will do what you need it to do.

John N

Have had to spend days now moving all of my data over to a better more user friendly software (FreeAgent) because Kashflow has various bug problems the company refused to fix in a timely manner.

The main issue was that my HSBC bank feed would no long inport the data, so I feel behind by 3 months worth of accounts as it was too tricky to manually upload all of my data.

Also theres some issues submitting VAT.

I have used Kashflow for a number of years now and find it so easy to use.

As a small business with limited knowledge of accounts, Kashflow has been a saviour. Very easy to process invoices and purchases. The pricing structure is good as well, it becomes more expensive the more invoices you issue, but that is fine as the cost has only gone up gradually and only as we have grown.

Our accountants can also log into our system to do our annual accounts etc, which is very handy.

One caution I would add - they have a section where you can find accountants who use Kashflow, if you are looking for a new accountant. The two closest ones to us, both said they weren't interested and one of them even started slating Kashflow. I think they might want to take a look at their list of "approved" accountants!

Can't get any decent support! Email only, you can't actually speak to anyone!

Awful, awful support!

Very hard to use. I have studied 3 years of accounting in University and I build financial reporting dashboards for my clients but I fail to correctly submit the bank statements and reconcile them.

The interface is not a smart one and seems like customers and their customer service too are struggling.

Do not use them, pay an accountant!