PaysweepSupport
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 or live chat.
What to include
- Your organisation name, as it appears in your list of organisations.
- The run: the date and time you started it, and the invoice numbers involved, when your question is about a run.
- 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 run stopped or paused
Paysweep makes at most 55 calls a minute and stays under 95% of Xero’s daily cap for the organisation. When the day’s budget runs out, the run pauses and carries on the next day. The run goes one step at a time, so it resumes where it stopped, and steps that are already done are not repeated.
If a run has not moved for two days, email us the date and time you started it.
Undo a run
Open the finished run (on its result screen or from the History tab) and press “Undo these payments”. It works for 30 days after the run starts. Paysweep reads each payment back from Xero and sets the ones it recorded to DELETED, so the invoices are due again. A payment that is reconciled, or part of a batch payment, is left in place and reported. Undo is free and does not use up your payments.
Undo needs the organisation to be connected. After 30 days, or once you disconnect the organisation, it is no longer possible. The result CSV you downloaded stays with you.
Reporting something that looks wrong in your books
If payments were recorded that should not have been, use Undo if the run is less than 30 days old. Otherwise, or if Undo leaves one in place, email us straight away with the organisation name and the date and time of the run, and say so in the subject line. Download the result CSV first if you can. It lists every row with its Xero IDs and the outcome.
What Paysweep 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.
- The invoices and bills your file names, and the organisation’s accounts, lock dates and base currency, to check your file. Each invoice is read again right before its payment.
- The payments Paysweep records, read back after each write and again on Undo.
What it writes to your organisation
- For each payment you confirmed: one payment on its invoice or bill, with the amount, date, account and reference from your file.
- On Undo: the payments it recorded are set to DELETED, unless they are reconciled or part of a batch payment.
Uploading, matching and the preview write nothing. Your file is read in your browser; only the mapped rows are sent to Paysweep to build the preview.
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. |
| A preview you never run, as encrypted records | 24 hours. |
| Encrypted planned payments of a run, for Undo | 30 days after the run starts, or at once when you disconnect. |
| Audit log and run rows (IDs, row numbers, outcome codes, with no contact 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 Paysweep from Xero?
From Paysweep. Sign in and disconnect the organisation in the app. Paysweep asks Xero to revoke the connection and deletes the stored tokens at once. It also deletes the stored previews and run records for that organisation, so download your result files first if you want to keep them. Undo is no longer possible after that.
From Xero. The connected apps area of your organisation’s settings lists the apps you have authorised, and you can remove Paysweep there. Check the menu in your Xero for where it is in your version; Xero’s help article Update, cancel, disconnect or review connected apps describes it.
Disconnecting does not cancel a monthly plan. Cancel it through Manage billing in the app, or email us.
Will Paysweep change anything before I confirm?
No. Uploading the file, matching the columns and the Check step only read. A run starts after you type PAY and the number of payments, and the number is checked.
A row was flagged or a payment failed. Why?
Every row has an outcome and a reason in the result and in the result CSV. A row with a problem, such as an unknown invoice number, an invoice with nothing due, an account that does not accept payments or a date before the lock date, is not sent at all; fix those rows in your file and upload again. A payment is skipped when its invoice changed after the preview, and fails when Xero rejects it. If the saved payment does not match what was sent, it is removed again. Skipped and failed rows are not counted against your plan.
A payment is marked for review (“check in Xero”). What do I do?
Paysweep marks a row this way when it cannot be sure what happened in Xero, for example when Xero’s answer to a write never arrived. It does not try again by itself, because the payment may have landed. The result lists the row with a link to its invoice or bill in Xero. Open it, check that the payment is there once, and remove any you do not want. Email us if you are unsure.
Why does the permission screen say invoices and payments?
Paysweep reads the invoices and bills your file names through the invoices permission, and records payments, reads them back and, for Undo, sets them to deleted through the payments permission. It asks for read-only access to the organisation’s settings (accounts, lock dates and base currency) to check your file. It asks for no access to contacts, bank statements, attachments 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.
Every payment recorded against the right invoice or bill in Xero, with a result CSV, a link to each document and Undo for 30 days.
Who it is for: Bookkeepers, accountants and finance teams on Xero with a list of payments to enter: a remittance advice, a batch of bills paid outside Xero, or a clean-up of old open invoices.
Start free with XeroCompare plans
Free to connect and preview. First 3 payments free, then $39 for 7 days or $19 a month, excl. VAT/sales tax.
Three steps
Sign in with Xero
You sign in on Xero’s own page and choose the organisation. Paysweep never sees your Xero password.
Upload and preview, free
Choose a CSV or Excel file with one row per payment. Every row is checked against your invoices, bills, accounts and lock date. Nothing is written yet.
Type PAY to record
Type PAY and the number of payments. You get a result CSV, a link to each invoice or bill in Xero, and Undo for 30 days.