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: the date and time you started it, and the job number if the page shows one, when 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
Creditloom 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 job pauses and carries on by itself the next day. The job runs in small steps, so it resumes where it stopped, and rows that are already done are not written again.
Closing the browser tab does not stop a job. If a job has not moved for two days, email us the date and time you started it.
Undo a run
Open the finished job and press Undo. It works for 30 days after the job. It deletes only the allocations that Creditloom created in that job, after reading the credit note again to confirm each one still exists. An allocation already removed in Xero is reported as already gone. If Xero rejects a delete, for example because the period is locked, the row is reported and nothing is forced. Undo is free and does not use up your allocation allowance.
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 an allocation was written that should not have been, email us straight away with the organisation name and the date and time of the job, and say so in the subject line. Download the result CSV first if you can. It lists every row with its credit note, invoice, amount and outcome.
What Creditloom 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 open credit notes (sales and supplier) with credit left, and your outstanding invoices and bills. This is the scan, and it runs when you start one.
- The organisation’s period lock date and year-end lock date.
What it writes to your organisation
- An allocation of a credit note to an invoice or bill for each row you confirmed.
- On Undo, the deletion of those same allocations.
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 credit note and invoice lists on screen, as an encrypted scan | 24 hours. |
| A preview you never run | 24 hours. |
| Job plans (contact names, document numbers, references), encrypted | 30 days after the job finishes, or at once when you disconnect. |
| Audit log and job rows (IDs, numbers, amounts, outcome codes, with no contact names) | 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 Creditloom from Xero?
From Creditloom. Sign in, find the organisation and press Disconnect. Creditloom asks Xero to revoke the connection and deletes the stored tokens at once. It also deletes the saved job plans for that organisation immediately, 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 Creditloom 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 or annual plan. Cancel it through the billing portal in the app, or email us.
Will Creditloom change anything before I confirm?
No. The scan, the strategies, the preview and the Check step only read. A job starts after you type ALLOCATE and the number of rows, and the number is checked.
A row was skipped or failed. Why?
Every row has an outcome and a reason in the result and in the result CSV. A row is skipped when the allocation date is in a locked period, when the credit note or the invoice has changed in Xero since the preview (the amounts are lower, a document is no longer approved, or the contact or currency differ), or when a document is gone. A row is marked failed when Xero rejects the allocation, with Xero’s message. Skipped rows are not counted against your plan. Deal with them by hand in Xero, or run a new scan and plan once the cause is gone.
A credit note is listed as unmatched. Why?
A credit note with credit left is listed as unmatched when there is no open invoice or bill for the same contact and currency, or when all of them were used up by earlier rows. The reason is shown next to it. Creditloom never matches a credit note to another contact’s document or to another currency.
Why does the permission screen say invoices?
Xero lists credit notes and invoices under its invoices permission group, and Creditloom uses that group for the credit note allocation calls. Creditloom asks for that group, for read access to the organisation’s settings (to read the lock dates) and for 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.