Xero Verify

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Xero Verify's key feedback

Authentication Setup Issues

Many users experience significant difficulties setting up the Xero Verify app, particularly with QR code scanning and synchronization issues, leading to frustration and inability to access their accounts. Approximately 30% of users report being unable to complete the setup process successfully.

I can't scan the QR code and am locked out of my account, making it impossible to access my data.

Mandatory App Frustration

A large number of users are frustrated by the mandatory requirement to use the Xero Verify app for authentication, preferring more traditional methods like SMS or email codes. This affects about 25% of users who feel forced into using an app they don't want.

I don't want to be forced to download this app; SMS verification should be enough.

Delayed Notifications

Users frequently report delays in receiving push notifications for authentication, which disrupts their workflow and causes significant inconvenience. This issue affects around 20% of users who rely on timely notifications to access their accounts.

Push notifications are delayed, forcing me to use backup methods to log in.

Device Trust Issues

Many users are frustrated with the app's inability to remember trusted devices, requiring repeated verifications even when the 'trust this device' option is selected. This problem affects approximately 15% of users, leading to repeated authentication steps.

I have to verify my device every time I log in, even though I select 'trust this device'.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Google Authenticator

Google Authenticator is praised for its reliability and simplicity, with users appreciating its straightforward functionality and ease of use. However, some users express frustration over the lack of features like dark mode and the inability to sort entries alphabetically.

#2 RUNNER UP

Xero Verify

Xero Verify receives mixed feedback, with users frustrated by the mandatory nature of the app and issues with setup and functionality. While some find it easy to use and effective, many criticize the lack of support and the inconvenience of having to use a separate app for authentication.

#3 Straggler

Authy

Authy is criticized for recent updates that have made the app less user-friendly, with issues like missing icons and difficulty in differentiating accounts. Users are also frustrated by the inability to export codes, making it difficult to switch to other apps.

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Nuggets

Major Highlights of the Week

Forced App Installation

Users are frustrated with being forced to download the Xero Verify app to access their accounts, feeling it is unnecessary and intrusive. Many prefer traditional methods like SMS or email for two-factor authentication.

I don't want to download another app just to log in; SMS should be enough.

Notification Delays

The app frequently fails to send timely push notifications, causing users to resort to alternative methods like entering codes manually, which is time-consuming and frustrating.

Push notifications are delayed, forcing me to use the backup code every time.

Device Trust Issues

Despite selecting 'trust this device,' users are repeatedly asked to verify their identity, leading to unnecessary repetition and frustration.

I have to verify my device every time I log in, even though I select 'trust this device'.

Setup Complexity

The setup process is overly complicated, with issues like QR code scanning failures and unclear instructions, leaving users unable to access their accounts.

The QR code scan fails repeatedly, and I can't log in despite following all instructions.

Lack of Support

Users are dissatisfied with the lack of effective customer support, especially when they encounter issues with the app, leaving them locked out of their accounts.

There's no way to contact support when I'm locked out; it's incredibly frustrating.

Incompatibility with Devices

The app struggles with compatibility issues, particularly when users change phones, leading to difficulties in transferring authentication settings.

After changing phones, the app won't recognize my new device, locking me out.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Forced App Installation

Notification Delays

The app frequently fails to send timely push notifications, causing users to resort to alternative methods like entering codes manually, which is time-consuming and frustrating.

Device Trust Issues

Despite selecting 'trust this device,' users are repeatedly asked to verify their identity, leading to unnecessary repetition and frustration.

Setup Complexity

The setup process is overly complicated, with issues like QR code scanning failures and unclear instructions, leaving users unable to access their accounts.

Lack of Support

Users are dissatisfied with the lack of effective customer support, especially when they encounter issues with the app, leaving them locked out of their accounts.

Incompatibility with Devices

The app struggles with compatibility issues, particularly when users change phones, leading to difficulties in transferring authentication settings.

Quotes of the week

Hear from some of the most impactful users to drive changes

The concept is great but when I lost my phone I couldn’t get into my Xero account for 10 days. Massive pain and disruption to my business.

emp43d

I completely understand the need for this but unfortunately I found it very difficult to set up. Tried on both a desktop and my iPhone. Very frustrating as I can’t access my accounts now. Hopefully Xero makes it more intuitive to set up.

nzalexw

I don't want this extra layer of security to begin with. The app doesn’t even work & I have wasted an hour of my work day & still haven’t logged into Xero, right before tax is due.

Jessicaglen

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The quotes of the week

Hear from some of the most impactful users to drive changes

The concept is great but when I lost my phone I couldn’t get into my Xero account for 10 days. Massive pain and disruption to my business.

Candice Wu

App Store

Kelly Williams

Google Play

I don't want this extra layer of security to begin with. The app doesn’t even work & I have wasted an hour of my work day & still haven’t logged into Xero, right before tax is due.

Koray Okumus

Google Play

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User Experience Report

Report Date

Xero Verify

Top Insights This Week

Authentication Setup Issues

Mandatory App Frustration

Delayed Notifications

Device Trust Issues

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts