KashFlow Avis 162

I have been using Kashflow for nearly 3 years and the customer service is absolutely awful! You cannot get telephone support you have to raise a ticket and it can take weeks to resolve! Been trying to get my end of year with a leaver sorted since 27th March with no luck at all, fine from HMRC will no doubt follow due to a late submission thats if I even get I response which so far I have not.

I have been using Kashflow for years across three businesses. Half implemented features (the 'new' interface is worse), slow access, bugs and appalling customer service now seems to sum up mine and everyone else's experience.

I'm also owed money through their referral scheme which I have been trying to claim for two years but (surprise) no response there either.

A shame as it used to be simple but very good software.

Our accountants preferred software. Noticed it was very basic and quite clunky. Not intuitive and like using a 90s pc vs a modern Apple product is a good way to describe it.
Anyway, I can live with that although not ideal but many clients report not receiving invoices which show as sent. Certain domain such as btinternet were more affected than others.
Flagged help for this as the issue is costing us business and meaning we are indirectly offering poor service.
The help services from Kashflow is awful and I don’t feel my issue was listened to and understood properly despite the explaining it twice. It was like speaking to a chat bot. The other reviews here support how awful this software is. Wish I refused to switch to this software. Can’t see it lasting much longer before they call it a day and do everyone a favour by doing so.

Have been using Kashflow for over 10 years now. It was inexpensive until bought out by IRIS. Easily as expensive as much better software now. It is not intuitive to use and there are regularly glitches which customer support blame on the user. Customer support used to be almost immediate. Now you have to raise a support ticket and if you're lucky you get a response about 24hrs later. This useless system means that if you then respond on the support ticket it's another 24 hrs before you get a further reply. Fixing a problem can take days! I am going to change to another software provider because of high cost, regular glitches and poor customer support.

Have been using for years. I was on the business tarriff which is quite expensive for a one man band. So when i came aware there was a small user optionni changed to that, saving over £100 per year. But i also use DEXT who publish direct to kasflow again have used for years again quite costly. This has not been an issue until kashflow dropped suport fot this on the basic package forcing me to make an over 100% increase in my costs to them to upgrade to there package that now supports this, BUT MINE DID FOR YEARS THEY HAVE FORCED ME TO PAY MORE TO THEM FOR USING DEXT THAN DEXT CHARGE ME FOR USING DEXT.
ITS A RIP OFF AM NOW LOOKING FOR ANOTHER ACCOUNTS PACKAGE TO GET AWAY FROM KASHFLOW,,,,DONT USE AVOID

i have been trying to get through to payroll support. i have tried for 1 month to get support. not had any luck at all. absolutely appalling

Disgraceful customer service, especially if you want to cancel. Avoid at all costs. Their instructions of how to cancel were wrong. Then they bounce you to different departments. I cancelled and they continued to bill me.

similar issues - cannot finalise payroll because of an issue with default pension contributions, have made the changes and now has removed 90% of staff from the pension scheme! Have wasted hours on trying to resolve myself as no support forthcoming from the organisation. Have been with this organisation for years but sadly will be moving on.

We have been with Kashflow for 16 plus years. It was brilliant at the beginning and was one of the first cloud based accounting software providers.
Since it was bought by IRIS it has been horrendous and it promised the sum, moon and stars but its not out of date, clunky and there are far better programs out there.

This year in May we were finalising our company accounts for Year end when they updated our system and moved us on to a new reconciliation system without telling us. Since this time our accounts are missing transactions and our bank does not square with the bank reconciliation along with all other accounts.
Support are awful.I have raised numerous tickets and the support refuses to acknowledge the problem has been caused by them. It takes days sometimes for them to come back to you and they are based abroad and you are unable to call them. Everything is done raising a ticket. Sometimes a phone call solves 10 emails..Kashflow dont seem to realise this.

Recently I have been waiting on them putting this out to their development team but the bank rec is still out. This took days and I had to chase up numerous times.
There are still transactions that show up in the bank and not in the bank reconciliation.

Prior to this all our accounts were submitted and were squared at the correct figures. I have asked to speak to a manager and no one gets back.
This has now cost us thousands of pounds trying to sort it and there is no end in sight. We are having to go back until 2006 to sort it. This is impossible especially when you no longer have any paperwork. And why should you have to when its Kashflows fault.
By clicking year end should mean nothing can be changed or amended but this is not true.
And now our year end accounts are due and we will be late submitting thanks to them.

Pathetic, simple import doesn't work. Don't waste your time.

As with other reviews on here, we are too having an issue creating a payslip for one of our employees. If we can't submit the RTI to HMRC by the end of the week we are subject to a fine. At this point I will be sueing Kashflow for this and all the time we have wasted trying to resolve the issue and all the time trying to contact Kashflow Payroll's help. We have been using Kashflow for about 8 years, this is the final opportunity for Kashflow to resolve the issue otherwise we will be unsubscribing and moving to a better provider.

AVOID THIS COMPANY If i could give no stars i would. every month i go to complete what should be a simple task of payroll for no more than 12 employees and every month i have problems and it causes no end of stress and anxiety. I have emailed support but seeing as they usually dont reply or reply a few days later when the problems needed to be solved that day I dont have much hope. looking for an alternative company.

I have been using Kashflow for seven years and during that time have repeatedly informed them of fairly critical glitches and errors in the functionality. They don't fix anything EVER. The software is honestly the pits, and the company is run by morons. Customer service people have a "computer says no" attitude and continuously direct you to fix your own problems via the forums. They make it really difficult to leave because they don't let you take all of your data, and not in a format which is readily transferable to a new system, so for the sake of business continuity it's easier to stick with them, even though they continually raise their prices and the system gets worse and worse. So sick of their cheerful "tell us how we're doing! we care!" marketing emails when nothing ever gets better. Strongly advise anyone considering Kashflows to avoid them, and go with a more established trustworthy brand.

As the person below, I have 4 accounts and have had for years. Support has given up supporting and now sends a standard unhelpful email. They have given up and don't care.

customer service is very poor, I am trying to get a refund for over payment and keep being passed from department to department their system can not even locate me with my own account number!!

No support!
Yesterday I sat in queue for Live Chat (at position number 1) for a total of 5 hours. It kept disconnecting so I had to reconnect a number of times. At no point did I actually manage to speak to anyone.
I also tried to phone yesterday and today, but there was no automated speaker - the phone just rang through and eventually disconnected my call.
Tried to phone 0800 133 7529 as per their Description on Trustpilot - but that number doesn't even work!
I have also tried to email twice now and have raised a query ticket using their site and still no-one has come back to me.
I have been in the queue for live chat today since 10am - got disconnected at around 1pm, have now been in position 2 for 2 hours and I'm no closer to getting my query resolved.
WHAT IS GOING ON?!

Kashflow used to be good but almost a year ago it started getting glitchy. The support was initially prompt but didn't solve the issue, rather they just issued workarounds.

From this year, support became painfully slow and the continuing issues were not taken with the seriousness required. This single issue with bank feeds and matching rules limped on for 9 months until I lost my patience today.

I have demanded a full refund and will be taking legal action if they fail to fully refund me for 9 frustrating months.

Iris has killed Kashflow with lack of investment and staff cuts, avoid it and go to a more serious and responsible provider.

Kashflow/Iris have been charging for a cancelled amount for over 3 years. As a director I used my personal account as I was winding up the business. Having cancelled the account, I lost access but then noticed that monthly payments were still being taken from my card. I spoke to my bank but as these are card authorities, they have to stopped by the vendor. Kashflow continues to keep telling me to log on and cancel....fortunately my card has now expired. It sounds stupid, £12.60 per month I just keep moving on from it. But in the end it has added up to hundreds of pounds. You would think their audit would be triggered by unused accounts that still attract subscriptions. Anyway - steer clear!

Do not use this company. I have been with them for 9 years.... everything worked well until this year. They seem to have outsourced their support and billing teams to India. In one month they have emailed to say my payment card was expiring - it expires in 2026. They then failed to take the monthly subscription and locked me out of accounting and payroll. They got me to subscribe again but debited an annual subscription, rather than a monthly one. They then refunded the annual and took two monthly payment in the course of three days. They have ignored my email, they have failed to call me back after 4 hours and, when I call them, they don't recognise the account number on their invoice. Useless, useless, useless!

Been using Kashflow for a few years, used to be great. Lately it's become buggy, addresses take ages to update and display correctly on quotes/invoices.

I tried the new dashboard...wow what a mess. They have added additional clicks to every task. Cursor doesn't focus ready for you to search for a sales code or product.

Also with the new layout, once you have added 5 or 6 lines you have to scroll down to view the latest row on quotes/invoices!