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Xero users unable to login

Apparently

Didn't find your answer?

Since 09:25 users have been unable to login and some have tried to reeset their passwords so it will be fun when it comes back. Be even more fun if it doesn't quickly.

Although if you are already logged in it is ok.

Replies (54)

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A Putey FACA
By Arthur Putey
27th Jul 2021 10:17

And you can get in on the app

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Replying to Arthur Putey:
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By Hugo Fair
29th Jul 2021 19:57

See https://www.accountingweb.co.uk/tech/accounting-software/xero-login-glit... for John's report on this fiasco ... and feel free to add your comments at the end of the article!

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Replying to Hugo Fair:
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By Hugo Fair
30th Jul 2021 11:49

C'mon ... take your chance to say what you really think!

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By AdamMurphy
27th Jul 2021 10:31

B-b-but it’s THE CLOUD it does everything we need and answers all our prayers (according to this site’s team)

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Replying to AdamMurphy:
Tornado
By Tornado
28th Jul 2021 11:22

"B-b-but it’s THE CLOUD it does everything we need and answers all our prayers"

So does Magic

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By Moonbeam
27th Jul 2021 11:29

Yes, after a lot of effort, when it didn't even recognise my login email address I finally found their message about critical problems.
Why couldn't they have saved us all time and worry by putting that on the login area?

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Replying to Moonbeam:
ALISK
By atleastisoundknowledgable...
27th Jul 2021 14:38

I thought someone had hacked my account, especially when I didn’t receive the reset password emails!

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Replying to Moonbeam:
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By Ranse
27th Jul 2021 15:47

they couldn't put up a message because they cant login also...smile #another dayatheoffice

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By ireallyshouldknowthisbut
27th Jul 2021 11:35

I hope they have got the big plunger out and sacrifice several dozen goats.

10-15 mins of downtime is a coffee. More than a few hours is a problem.

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FirstTab
By FirstTab
27th Jul 2021 12:13

Xero should put out a notice about major system failures on AW.

Accepted this is short-term.

Thank you Arthur Putey

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Locutus of Borg
By Locutus
27th Jul 2021 12:19

Couldn't get in either, so I thought I would check AWeb. It's good that there is a forum like AWeb to communicate these sorts of issues.

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Image PN
By Mr Hankey
27th Jul 2021 12:29

Not to worry everybody, because we're told from Xero that:

"As a cloud company, it’s important that we continually invest in product development and regularly release updates and improvements for our customers"

And so for for that privilege the price will increase (up to 10% for some plans!) from 23rd September 2021.

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By Jay T
27th Jul 2021 12:47

And there's me thinking it was me. Thank goodness I didn't do 'Forgot Password'. I knew I was putting it in right.

Well it's now 12.45pm so I guess it's not gonna be up n running anytime soon

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A Putey FACA
By Arthur Putey
27th Jul 2021 12:55

Where are the risks in cloud?

The platform - Xero
Its host
The servers that direct traffic to the host (a big DNS outage caused lots of cloud problems last week)
Your ISP
Your office IT environment
Your device
The power network
The electricity company?

The shift to the cloud compared to using Sage 50 added the risks upstream of the last 4 above. But its still generally better in my humble opinion given the connected nature of business. But 3 hours and counting is a worry.

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Replying to Arthur Putey:
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By Hugo Fair
27th Jul 2021 13:09

Your last 4 points (the non-Cloud way) have something in common - namely that it is within YOUR power to work round it (change location, change device or even recover data).
Whereas the first 4 points are entirely outside your control - you are dependent on OTHERS for anything to work at all (let alone, heaven help you, if data has been corrupted or lost).
Despite the advertising, you can get the benefits of 'connectivity' without the danger of putting all your eggs in the Cloud basket.

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By paulwakefield1
27th Jul 2021 13:04

Hmm. Down for the second time in a week. The first time not their fault (or at least not wholly) but that doesn't ease the pain. This time is unclear (I can't find reports of a wider issue).

Suppose it will depend on how long they take to pay the ransom. :-)
(I do hope that does indeed turn out to be the joke it is meant to be).

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Replying to paulwakefield1:
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By paulwakefield1
27th Jul 2021 13:06

Answering myself. It's back up!

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By adam.arca
27th Jul 2021 13:07

I agree with your list, Arthur, but not your conclusion.

It's good that an increasing number of posters are coming out (in a strictly non sexual manner :) ) and expressing doubts about the Emperor's New Clothes which is the Cloud. In a world of increased hacking and increased outages, my humble opinion is that we as a society should be rowing back from too much integration and instantaneity (is that a word?) not rushing to embrace it.

And on a more prosaic level, clients should be discouraged from the instant gratification approach which many accountants (and all Cloud vendors) use to push these products: we're simply making a rod for own back.

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Replying to adam.arca:
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By AdamMurphy
27th Jul 2021 13:29

Yes by pushing everything online these days, it makes society an even thinner veneer than it was before.

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By cbp99
27th Jul 2021 13:39

I can work on all my clients today except the two that use Xero. What do you do if you have all clients on Xero?

EDIT And yes, handy to have somewhere to find out what the problem is. Can't believe hi-tech Χero cannot put a message on their login page.

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Replying to cbp99:
A Putey FACA
By Arthur Putey
27th Jul 2021 14:50

cbp99 wrote:

I can work on all my clients today except the two that use Xero. What do you do if you have all clients on Xero?

Other stuff, or take the rest of the day off. But work would be much more intensive than tedious without the cloud. If you include email in the luddite list then you are back to visiting clients (or have them visit) to collect records and do the okey kokey with a Sage backup.

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Replying to Arthur Putey:
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By Hugo Fair
27th Jul 2021 15:01

In the spirit of "You don't have to be paranoid to know they're out to get you" ... "You don't have to be a luddite to recognise the inherent dangers of being 100% reliant on the Cloud".
As with all technology it's not inherently good or bad ... but it's certainly not the panacea that its proponents paint it as, and (as I keep saying) you should never put all your eggs in one basket. If you want to be formal, Cloud increases the need to have a good Disaster Recovery Plan prepared.

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Replying to Hugo Fair:
A Putey FACA
By Arthur Putey
27th Jul 2021 15:24

Indeed, but I was just pointing out that most businesses are fairly reliant on email. Mind you, if the entire e-commerce infrastructure went down we can always go to the shops .... who won't have what we want due to [delete as appropriate] Brexit/Covid/the weather/supply problems from China due to power rationing ....

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Replying to Hugo Fair:
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By AdamMurphy
27th Jul 2021 15:26

Some people just won’t accept any criticism of Xero so you’re wasting your breath.

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Replying to Hugo Fair:
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By adam.arca
27th Jul 2021 15:30

Hugo Fair wrote:

In the spirit of "You don't have to be paranoid to know they're out to get you" ... "You don't have to be a luddite to recognise the inherent dangers of being 100% reliant on the Cloud".
As with all technology it's not inherently good or bad ... but it's certainly not the panacea that its proponents paint it as, and (as I keep saying) you should never put all your eggs in one basket. If you want to be formal, Cloud increases the need to have a good Disaster Recovery Plan prepared.

+1

No one on the more cautious side of this argument is arguing that we shouldn't have computers to do the hard lifting, just that those computers should know their place and remain very firmly in the servant half of the relationship.

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By tltodman
27th Jul 2021 14:04

https://status.xero.com/

Today's service status problem first shown here at 9.25am UK time but it took them 2 hours to tell you not to mess with your password.

Still no news of when it will be back though...

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Replying to tltodman:
By Moonbeam
27th Jul 2021 14:09

Someone told me it was back again and I tried again to login, but apparently it still isn't working.

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Replying to Moonbeam:
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By suepg
27th Jul 2021 14:16

Definitely not yet back up....bit of a disaster so close to the MTD filing date with several large clients on Xero :(

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Replying to suepg:
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By paulwakefield1
27th Jul 2021 14:44

It definitely came back up because I was able to log in and work on it. But it has gone down again.

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Melchett
By thestudyman
27th Jul 2021 14:20

Lets hope its not a data breach of some sort

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By Leywood
27th Jul 2021 14:32

Where is
https://www.accountingweb.co.uk/profile/catherine-xero ?

She calls herself a 'community manager' but hasnt helped this community.

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Image PN
By Mr Hankey
27th Jul 2021 14:33

Let's hope it's not hackers holding Xero to ransom, as that will push the subscription prices up even more.

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By Samantha20
27th Jul 2021 14:40

I wasn't able to log in until 10.15 and was then able to use it for an hour. Now I can't get in again.

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A Putey FACA
By Arthur Putey
27th Jul 2021 14:52

I was logged in before the problem arose but having had the temerity to take a 30 minute lunch break I have now been timed out and can't get back in!

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Replying to Arthur Putey:
Melchett
By thestudyman
27th Jul 2021 14:56

Arthur Putey wrote:

I was logged in before the problem arose but having had the temerity to take a 30 minute lunch break I have now been timed out and can't get back in!

Good lord, a 30 minute lunch break? Get back to work!

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Replying to Arthur Putey:
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By suepg
27th Jul 2021 19:09

You took a whole 30 minutes??at lunchtime?? ....just desserts, I say :)

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Replying to Arthur Putey:
ALISK
By atleastisoundknowledgable...
27th Jul 2021 19:11

Well that’ll learn yer.

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By Michael Beaver
27th Jul 2021 14:57

I couldn't get in. Finally got in, and can manoeuvre around, but now can't run reports. I think it's anything that checks your log in details or checks your permissions still isn't working (or isn't working again).

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A Putey FACA
By Arthur Putey
27th Jul 2021 15:17

Time to dust off the backup Kalamazoo ledgers!

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Replying to Arthur Putey:
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By adam.arca
27th Jul 2021 15:25

Arthur Putey wrote:

Time to dust off the backup Kalamazoo ledgers!

Cards, carbon paper, big sheets of paper, manual casting.

What's not to like.....

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Replying to adam.arca:
A Putey FACA
By Arthur Putey
27th Jul 2021 17:04

All of the above!

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By hallaccountancy
27th Jul 2021 15:39

This is not the first time I have been let down by Xero and I have made my feelings clear to Gary Turner. Expecting fee paying clients to accept this level of “customer service” is unacceptable.

I have checked their Twitter account, google news, Xero Central etc etc to no avail. It’s all too common to see such a poor response with no consideration such an outage has on running a small business.

I’m sure my clients will be interested in alternative providers after today.

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By Moonbeam
27th Jul 2021 15:55

Here's a reply to my angry email from a Xero contact I managed to find:
"I appreciate this is extremely frustrating. We are feeling the same, this is not a Xero fault in the software but actually a DNS fault which is impacting a large amount of businesses countrywide.
We are also awaiting a resolution from DNS.

Once we have updates we can let you know but i appreciate your patience in this matter"

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Replying to Moonbeam:
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By AdamMurphy
27th Jul 2021 16:04

There’s been a spate of internet problems just lately, what’s going on (genuine question not a tinfoil hat one!)

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Replying to Moonbeam:
By Michael Beaver
27th Jul 2021 16:06

That looks like a response to the outage from late last week, not this one.

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Replying to Moonbeam:
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By Jay T
27th Jul 2021 16:29

Interesting. So if it's not directly there outage....why of why don't they simply put a message on their website of some sort.

Anyways as of now I've managed to log in...Yeah!!

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By tltodman
27th Jul 2021 16:32

Ooh - hello - looks like it's back

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Replying to tltodman:
Locutus of Borg
By Locutus
27th Jul 2021 16:39

No change on Xero status page, but I'm back in too.

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By Samantha20
27th Jul 2021 17:06

Lloyds commercial banking online has been down all day for me too.

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By Moonbeam
27th Jul 2021 18:24

I've just been into Xero and logged out. But when I try to login again nought doing.
Their status page says they're starting to see things return to normal.
Try harder is my answer to that.

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