FAQs

• Why is my card being declined?
• Why is my card not supported?
• Why did an error occur during processing my card?
• Why does my card require authentication?

• Does WorkflowMax handle multi-currency?

• Why have the login URLs changed for WorkflowMax and Xero Practice Manager?
• I can’t log in using my bookmarked URL - what should I do?
• Why can’t I see all my accounts in one place any more?
• Are other features such as Dropbox, Google Drive or reporting templates affected?
• How do I find out if I have a WorkflowMax, Xero Practice Manager, or Xero Tax subscription?
• How will I be affected as a user of WorkflowMax Premium?
• Are there any changes to my WorkflowMax subscription plan?
• What if I have been invited into or set up a trial WorkflowMax account?
• How will this change affect me as an API developer?
• Will links in my custom fields still work?
• Will the WorkflowMax mobile app still work?
• Where has my Xero Tax module gone?

• How do I account for non-billable time?
• What happens to WIP when invoicing?
• How do I progressively invoice a client for an agreed total amount, on a (task or cost) line by line basis?

• My job has changed from a fixed price for components of work, to being charged for additional work per hour. How do I manage the job?
• I charge a fixed rate for a number of hours, and hourly rate above that. How do I set up my jobs?
• How do I remove a job from the Work In Progress list?
• What is copied when I copy a job?
• How do I use internal jobs to account for non-billable time?

Multi-factor authentication (MFA) overview

• What is multi-factor authentication (MFA)?
• Why is MFA being mandated?
• Who is it mandatory for?
• In what regions is multi-factor authentication (MFA) mandatory?
• Is MFA going to be compulsory for clients as well as partners?
• What is the value for Xero customers?
• Why can’t I share my password?
• Where do I go if I have questions about multi-factor authentication?

Authentication apps

• What is an authenticator app?
• What is Xero Verify?
• Where do I get the Xero Verify app?
• Can I use another authentication app?
• Does using an authenticator app mean that I’m connecting my Xero data to a third party?
• Which authenticator app do you recommend?

About MFA setup and use

• Do I have to authenticate each time I log in to Xero?
• Can I use Xero Verify to authenticate outside Xero?
• What if I don’t want to set up MFA?
• What is a push notification and how do I get one?
• Does my mobile device or tablet need to be connected to the internet to receive push notifications?
• Does my mobile device need to be connected to the internet to get a passcode from Xero Verify or another authentication app?
• Why doesn't the code work on my third-party authenticator? I keep getting an invalid code error
• If I choose to use Google Authenticator instead of Xero Verify and I don't have a Google account, does this still apply to me?
• If I have Google Authenticator, do I have to switch to Xero Verify?
• Do I need an authenticator for my phone, tablet and laptop AND do my staff all need one too?
• Can you set up multiple authenticators on the one mobile device?
• I don't have access to a smartphone at work. How can I use multi-factor authentication?
• Can I verify my identity another way?
• What is a backup email?
• I’m locked out. How long will it take for customer service to unlock my account?
• I’ve lost my phone. How do I get back into my account?
• If I forget my phone, how do I get back into my account?
• How do I use multi-factor authentication with a new mobile device?
• Does the time setting on my mobile device matter?

Setting up MFA

• How do I set up MFA during log in?
• How do I set up MFA once logged in?

• What's the difference between a quote and an estimate?
• I've accepted a quote, the job has been created, but I need to change the quote.
• Can I have more than one quote on a job?
• How would I handle a variation or a change request?
• Can I link my quote to an existing job?
• Can I link an existing quote to a lead?
• Can I create a lead from an existing quote?
• Should I break a job into several quotes or manage multiple quotes on one job?
• How can I create a quote if I don't know what cost items will be used in completing the job?
• How do I account for time spent on a lead?

• How do I work with subcontractors on jobs?

• I want to record time against a task - why can't I see that task in the task drop-down list?

• What information is sent via the WorkflowMax to Xero interface?
• What does the error message "The TaxType code 'OUTPUT2' cannot be used with account code 'xxx'" mean?

• How does Xero Projects and WorkflowMax compare?

If you can't find the information you need:

• click the help () icon (at top right of the WorkflowMax screen), and select Contact Support, or
• you can contact our support team directly at central.xero.com/s/contact-support.

Invite support access

To invite a member of the support team into your account:

1. Click the help () icon (at top right of the WorkflowMax screen), and select Invite Support. The Invite support into your account screen is displayed.
2. Click Invite Support. This will allow the support team to access your account.
3. Please contact us at central.xero.com/s/contact-support to confirm that you have invited them in.

Revoke support access

To immediately revoke support access to your account:

1. Click the help () icon (at top right of the WorkflowMax screen), and select Invite Support. The Invite support into your account screen is displayed.
2. Click Revoke access. This will stop the support team from accessing your account.

Extend support access

To extend the time that the support team can access your account::

1. Click the help () icon (at top right of the WorkflowMax screen), and select Invite Support. The Invite support into your account screen is displayed.
2. Click Extend access. This will extend the support team's access to your account by another 14 days.