Support
One person answers this inbox. Give the details below and the first reply will usually solve it.
- support@atesensoftware.com
- Response time
- Within 2 business days, Monday to Friday, Türkiye time (UTC+3).
- Channels
- Email only. There is no phone line and no live chat.
What to include
- Your organisation name, as it appears in your list of organisations.
- The job number, shown at the top of the job page, if your question is about a job.
- What you expected, and what you saw instead.
Never send passwords, access tokens or session cookies. We never ask for them and we do not need them to help you.
A job stopped or paused
Xero limits how many calls an app may make per minute and per day. When the daily cap is close, the job pauses and carries on by itself the next day. Every step is saved, so a job resumes where it stopped and templates that are already done are not touched again.
Closing the browser tab does not stop a job. If a job has not moved for two days, email us the job number.
Undo a price change
Open the finished job and press Undo. It works for 30 days after the job and re-creates each template with the old prices (create, verify, delete). A template that someone edited after the job is skipped and listed, not overwritten. Undo does not use up your template allowance.
After 30 days, or once you disconnect the organisation, the saved originals are deleted. The backup file you downloaded stays with you.
Reporting something that looks wrong in your books
If a template was changed that should not have been, email us straight away with the organisation name and the job number and say so in the subject line. Download the backup file and the report CSV first if you can. They show the state before and after.
What Repeatwise reads, writes and keeps
What it reads from your organisation
- Who you are, from the sign-in: your name, email address and Xero user ID, and the organisations you allow.
- Your repeating invoices: customer, reference, frequency, next run date, lines and totals. This is the scan, and it runs when you start one.
What it writes to your organisation
- A new repeating invoice template for each template you chose, with the new prices.
- The deletion of the original template, only after the new one has been read back and matched.
- On Undo, the same two steps again, to bring the old prices back.
The scan and the preview write nothing.
What it keeps, and for how long
| Data | How long |
|---|---|
| Name, email address and Xero user ID | Until 30 days after you disconnect the last organisation, or on request. |
| Xero tokens, encrypted | Deleted the moment you disconnect the organisation. |
| The template list on screen | Not stored. |
| A preview you never run, encrypted | 24 hours. |
| Job plans and saved originals, encrypted | 30 days after the job finishes, or at once when you disconnect. |
| Job log (counts, IDs and outcome codes, with no names or amounts) | 12 months. |
| Card and billing details | Held by Paddle. We keep only the plan and the period. |
We do not sell your data, and we do not use Xero data to train AI or machine-learning models. The full policy is the privacy policy.
Common questions
How do I disconnect Repeatwise from Xero?
From Repeatwise. Sign in, find the organisation and press Disconnect. Repeatwise asks Xero to revoke the connection and deletes the stored tokens at once. It also deletes the saved job plans and originals for that organisation immediately, so download your backup files first if you want to keep them. Undo is no longer possible after that.
From Xero. Click the organisation name, choose Settings, then under Connected apps click Disconnect beside Repeatwise and confirm. Xero says this takes effect immediately and no new data is sent to the app, and that data already sent might still be available. The steps are from Xero’s article Update, cancel, disconnect or review connected apps, as read on 23 Oct 2026.
Disconnecting does not cancel a monthly plan. Cancel it from the Plan tab in the app (Manage payments and invoices opens Paddle’s portal), or email us.
Will Repeatwise change anything before I confirm?
No. The scan and the preview only read. A job starts after you type REPRICE and the number of templates, and the number is checked.
A template was skipped. Why?
Every skipped template is shown in the preview and in the report with its reason. The reasons are listed on the home page. Change those templates by hand in Xero, or run the job again later when the reason has gone, for example after a template whose next run was tomorrow has created its invoice.
Why does the permission screen say invoices?
Xero files repeating invoices under its invoices permission group. Repeatwise asks for that group and your sign-in identity, and for nothing else: no contacts, payments, bank data or reports.
Delete my data
Email us from the address on your account and ask for deletion. We delete your sign-in details within 30 days. Disconnecting an organisation deletes its stored Xero tokens at once, on its own.
What we hold and for how long is set out in the privacy policy.
Billing questions
Cancellations, receipts, a different billing name on the invoice, or a refund of an unused pass: email us with the organisation name. The rules are on the pricing page, in the refund policy and in the terms of service.