Support

Xportmydata initially hosts its servers in Microsoft's data centers in Southeast Australia, where the primary backup takes place.

For added flexibility, we now offer the option to store your final backed-up data in one of the following Microsoft Azure storage locations:

• UK (for EU clients): Ideal for those in the United Kingdom and the Europe, adhering to GDPR requirements.
• USA: Suited for our North American customers.
• South East Australia: Our default and longstanding storage location.

New clients can select their preferred storage location upon signing up. Existing clients or those who wish to make a change can simply email support@xportmydata.com with their preferred choice. We will facilitate the transition for all current and future backups.

Your data's security remains paramount. We store your data on encrypted hard drives and perform daily backups to ensure its safety.

If you're in a region where data sovereignty is crucial, and you want an additional local backup, you can download the data to your device. Following the download, you have the option to remove it from our servers, ensuring your data's autonomy and control.

With Xportmydata, rest assured your data is both secure and tailored to your location preferences.

1. Navigate to the Xportmydata dashboard:
2. Click the blue "Your Backups" button: This will lead you to the list of available backups.
3. Find the relevant backup: Then, click the "Download" button beside it to begin the downloading process.

Once you've secured your backup, it's vital to ensure its safe storage. While Xportmydata provides a robust storage system, we recommend keeping backups in various secure locations, including cloud platforms.

After verifying that your backup is securely stored in your preferred location, you can opt to delete it from our servers, adding another layer of data protection.

Always prioritize your backups' secure storage. If you face any issues or have queries, our support team is here to help.

Storing your Xportmydata backup on cloud platforms like OneDrive, Dropbox, Google Drive, or Box is straightforward. Here are the steps to guide you:

Steps:

1. Download your backup: Click the "Download" button. If the file is large, the download might take a moment to initiate after clicking.
2. Spot the Delete option: After downloading, you'll see a "Delete" option next to the download button.
3. Transfer to your cloud: Move your downloaded backup to your preferred cloud-synced folder.
4. Delete from Xportmydata (Optional): Ensure your backup is safely stored on your cloud platform. Then, you can opt to remove the file from our servers.

Following this process ensures your backup's security and easy access from any location. If you have any questions or need assistance, our support team is here to help.

We understand that there are various reasons you might want to import your data back into Xero. You could be starting a new company, selling an existing business but wanting to keep its historical data, or transitioning between two different Xero files where you're the subscriber for both.

Import Areas:

• Bills: Accounts payable details (imported as inclusive of GST/VAT)
• Chart of Accounts: Your accounting structure.
• Contacts: Customer and vendor information.
• Inventory Items: Product and stock data.
• Manual Journals: Adjusting entries for special transactions.
• Sales: Income and sales receipts.

We're committed to expanding these areas, and we provide a folder called 'Import' within each backup. It's crucial to verify that the data aligns with Xero's import templates. A little adjustment may be required to make sure everything imports successfully.

If you have any questions or run into any challenges, our support team is always on hand to help.

At Xportmydata, we predominantly offer weekly backups. If you're after a different frequency, such as daily backups, this is something we might be able to arrange in special situations. Please note that additional charges will apply. We recommend reaching out to our support team to see if your Xero file qualifies for this service.

Additionally, for those needing a one-time backup, we provide the "Single Download" service. For a fixed price, this service offers a comprehensive Excel file of your essential Xero data. For a thorough understanding of what's included and its advantages, we invite you to explore the details of our Single Download plan on our website.

The "files" backup offered by Xportmydata is an essential add-on available to our users. While it's available as an add-on for most subscription plans, it's automatically included in the "Single Download" option. This feature ensures that a separate .Zip file is generated, capturing all data from your Xero Files temporary folder. Many businesses utilise this space to store critical documents like contracts, fixed asset invoices, or other relevant data which might be imperative for financial reviews or accountants.

Should you choose the Files Add-on, it doesn't just stop at the temporary folder. All uploaded receipts, invoices, and other attachments related to specific transactions are integrated into the primary Accounts .Zip file. It's a feature designed for consistency and efficiency. All exported files are retained in their original format as when they were first uploaded to Xero. Furthermore, these files are diligently referenced within the Excel accounts data, making it incredibly straightforward for users to navigate and locate specific entries.

When your Xportmydata backup displays as "pending," it indicates that your backup is in the queue and being processed for export to Xportmydata's servers.

Here's what you need to know:

• Excel Data Delivery: We promptly deliver the Excel backup data. However, there might be some variances in completion time, especially during peak periods.
• File Addon Limitations: If you've chosen the Files addon, we can only extract up to 5,000 files from Xero every 24 hours. This can extend the backup completion time.
• Large Number of Attachments: An initial backup with many attachments might take a few days to complete.
• Re-linking to Xero: If you've received an email about re-linking your Xero organisation, follow the instructions and let us know when done.

Your data's security and accurate backup are our top priorities. If there's anything you're unsure about, or if you need more help, we're always available to assist.

Yes, Xportmydata's monthly plans come with a 12-month minimum term for each organisation. After completing the initial 12 months, the subscription rolls over to a month-by-month basis.

Important Points to Note:

• Except for Single Download, all subscriptions carry a 12-month minimum commitment, in line with our Terms and Conditions.
• If you choose to cancel before completing the 12-month term, you'll be responsible for the remaining balance of the term.

If you wish to end your subscription after the 12-month period, we ask for one month's notice. For any queries or if you need further clarity on your Xportmydata subscription, please reach out to our dedicated support team.

With an Enterprise subscription, Xportmydata enables you to schedule backups for as many organisations as you require. We pride ourselves on offering flexible and scalable backup solutions tailored to fit your business's unique needs. For more in-depth information on our Enterprise subscription and its benefits, please contact us.

Should you have any questions or require further insights into Xportmydata's backup solutions, our support team is always ready to assist.

At Xportmydata, we strive to make our payment process as seamless as possible. We currently accept all major credit and debit cards. Our payments are processed through the secure Stripe payment portal, ensuring your card details are always protected.

Additionally, each of our monthly invoices includes a link that allows you to update your payment method whenever you need to. You can also find all your invoices in the 'My Details' section once you're logged into Xportmydata.

If you're having difficulty updating your card details or encounter any payment-related issues, please get in touch with our support team for assistance.

Your billing security is paramount to us at Xportmydata. We've partnered with Stripe, a global leader in payment processing, to ensure your details are safeguarded. Here's how:

• Immediate Encryption: When you input your billing details, they're instantly encrypted, ensuring the data remains unreadable during transmission.

• Safe Storage with Stripe: Stripe stores your billing details in a high-security environment compliant with stringent industry guidelines. They are continuously innovating to stay ahead of potential threats.

• Tokenisation for Added Security: We never store your complete credit card details on our servers. Stripe provides us with a unique token for your card, allowing us to process charges without having direct access to your card details.

• Highest PCI Standards: Stripe's certification is at PCI Service Provider Level 1 – the peak in the payment industry. It signifies their commitment to upholding the strictest security standards.

• Regular Check-ups: Stripe continually evaluates its systems for security, ensuring they remain airtight against any potential breaches.

• Advanced Fraud Prevention: With state-of-the-art machine learning, Stripe can promptly identify and prevent suspicious activities, safeguarding your card from misuse.

Our collaboration with Stripe provides you a secure, smooth, and worry-free billing experience with Xportmydata.

Upgrading your Xportmydata subscription is simple and can be done anytime through the software allowing you to add features like payroll or files or even switch to a higher-tier plan. If you ever need to back up another Xero organisation just once you also have the option to purchase a one-time backup.

However when it comes to downgrading it's a bit different. Downgrades are possible only after your initial 12-month subscription period concludes. If you're looking to make this change please get in touch with our support team for assistance. Remember while you're free to upgrade your plan or add features anytime it's crucial to wait out the initial subscription term before considering a downgrade.

We're genuinely sorry to hear you're considering cancelling your subscription. Your feedback is vital to us as we continually strive to improve our services.

Points to consider:

• Terms and Conditions: Most subscriptions have a 12-month minimum commitment per Xero organisation. If you decide to cancel before this period ends, you'll still be liable for the balance of the 12-month subscription.
• Cancellation (Full Term): Should you choose to cancel before the term concludes, we will charge your card for the remaining balance of your subscription, covering the rest of the 12-month term.
• Cancellation (One-Time Backup Fee): For those who have chosen a subscription but really intended it to be a one-time backup, we typically don't offer immediate termination. However, in certain situations, we might make an exception and charge a one-time backup fee of $100 USD per Xero organisation, deducting any previous payments.
• Continuation: You can continue receiving your weekly backups until the term ends.

Please note: If you do decide to cancel early, you'll be charged the difference. To take the next steps or to ask further questions, please reach out to our support team.

Our commitment to providing a quality service comes with a 12-month minimum term for most subscriptions. We've noticed some users attempt to sign up and cancel shortly after to circumvent this commitment. Please be aware that even if you choose to pay monthly and decide to cancel early, you'll be responsible for the balance of the 12-month subscription, meaning no refunds will be issued for early termination. This policy is in place to protect the integrity of our services and ensure fairness to all our loyal customers.

Xero is a top-tier accounting platform packed with features. While Xero emphasises that users are responsible for retaining records of the data they input — and though they maintain robust online services and backups — there's no direct functionality to extract all organisational data in one go. This becomes particularly evident when trying to download attachments, which must be fetched individually from Xero.

For users who desire to take charge of their own data, especially in scenarios where they might be closing, selling their business, or simply wish to have a comprehensive copy of all their data, a solution like Xportmydata is invaluable.

With Xportmydata, users can effortlessly back up and download all of their Xero data. This includes files and, for those in Australia and New Zealand, payroll data. Importantly, we utilise Xero's single sign-on, benefiting from Xero's two-factor security, ensuring your data's safety.

Having diverse backups is paramount for data security. It's not just about retaining copies of vital documents but also about safeguarding financial data. This is a key aspect of sound security practices, aligning with benchmarks such as the Essential Eight.

With Xportmydata, you can have peace of mind knowing your data is securely backed up and readily accessible when you need it.

After selling your business, you might want to retain all the financial data, files, attachments, and payroll details (available for Australia and New Zealand only) from your Xero account. Xportmydata offers a 'Single Download' backup option that allows you to effortlessly capture all this information.

It ensures you have a secure and comprehensive copy of your Xero financial data, regardless of whether you continue using Xero or not.

Should you need any assistance or have questions regarding the backup process, our support team is always on standby to help.

If you stop using Xero, your backups will remain available for 12 months provided you maintain an active Xportmydata subscription. While you won't be able to log in using your Xero credentials, we can assist you with accessing your backups. Simply get in touch with us using the original email address you registered with on Xero, and we can update your account details to your new email. This ensures you have seamless access to your backups.

We recommend setting up a new user in Xero that we can transfer the subscription to. Please use the original email to advise us of the change. This process ensures continuity in accessing your data and maintaining the integrity of your backups.

If you have any concerns or queries about your backups, or about how Xportmydata handles your data, do reach out using the original email you registered with. This way, we can verify your identity promptly and assist you more efficiently.

Can I still access Xportmydata when I may not have access to the Xero company file? Certainly! Xportmydata provides a solution for such scenarios. Even if you lose access to your Xero organisation, you can still access your backups on Xportmydata by following these guidelines:

Maintain Access to Your Registered Email: This email, registered with Xero, acts as your primary key to access all backups with Xportmydata. Ensure you maintain access to it.

Download Your Latest Backup: Before losing Xero access, download your latest backup from Xportmydata and save it to a secure location, such as OneDrive, Google Drive, or an external drive. Once downloaded, you have the option to delete the backup from our system for data cleanliness.

Update Your Email in Xero: If there's a chance you might lose access to your current email, remember to add a new email address as a user to your Xero file in advance.

Notify Xportmydata Support: Inform us about any email changes. Email from your original signup/Xero address, detailing the new email, so we can ensure you continue to access Xportmydata seamlessly.

Even if your connection with Xero changes, with these precautions, you won't lose touch with your valuable data on Xportmydata. If there are any clarifications or more detailed guidance needed, feel free to reach out to our support.

Xportmydata partners with Microsoft Azure for data storage, utilising their data centres in Southeast Australia, the USA, and the UK. These locations are chosen for their strict adherence to international data protection regulations.

Your data is securely housed on encrypted hard drives with daily backups conducted, adding an extra layer of security. You can choose your data storage location to comply with regional data sovereignty laws, enhancing compliance.

For personalised data control, you can download your data to your device, and if preferred, remove it from our servers. This ensures both data security and compliance, tailored to your location preferences.

GDPR, General Data Protection Regulation, is an EU mandate on personal data handling, impacting globally any business engaging with EU clients.

Xportmydata aids in GDPR compliance via enhanced data encryption, strict access controls, and regular audits. Initially, backups are created in Southeast Australia; post-completion, they're transferred to your chosen storage location - UK for EU clients, adhering to GDPR. Coupled with the use of Xero's single sign-on for secure access, we uphold GDPR's data protection principles, ensuring both data safety and regulatory compliance wherever you operate.

If your storage location needs changing, feel free to contact our support team at support@xportmydata.com, and we'll assist you in making the transition smoothly. The storage location is selected upon signup to Xportmydata.

Essentials 8 is a suite of cybersecurity strategies devised by the Australian Cyber Security Centre to bolster cybersecurity. It encompasses application control, patching applications, configuring Microsoft Office macro settings, user application hardening, restricting administrative privileges, patching operating systems, multi-factor authentication, and daily backups.

At Xportmydata, we adhere to these strategies and further bolster security by utilising Xero's single sign-on (SSO) for client access, ensuring a secure and streamlined login process. Our alignment with Essentials 8, coupled with the integration of Xero's SSO, underpins a robust security framework that safeguards your data from cyber threats, irrespective of your location.

Revenue agencies in different parts of the world, such as New Zealand's Inland Revenue Department (IRD), Australia's Australian Taxation Office (ATO), the UK's His Majesty's Revenue and Customs (HMRC), or the USA's Internal Revenue Service (IRS), generally require businesses to retain their financial records for a specified period, often seven years.

With Xportmydata, the hassle of local storage solutions or manual backups is eliminated. Our services automatically back up your financial data, aiding you in effortlessly complying with your local tax laws no matter where your business is located. Additionally, storing backups on cloud platforms as guided in our support details ensures your data is retrievable and readable at all times, aligning with the guidelines from revenue agencies.

The Subscriber who signed up for Xero is the official owner of the data, not necessarily the business owner.

In the digital domain, understanding ownership can sometimes have its complexities. In Xero's context, the "Subscriber" refers to the individual or entity that registered with Xero and agreed to their terms of service. Holding the Subscriber status grants primary authority and responsibility over the data within the Xero organisation, irrespective of who is paying for the service. This key role dictates who can access the data and to what extent, making the Subscriber the principal figure in managing and safeguarding the organisation's data on the Xero platform.

It's crucial to review your account settings in Xero to determine the Subscriber status within your organisation, as this status is central to data management, security, and compliance. This becomes particularly significant if employees are using personal email addresses for business operations on Xero. For instance, if an employee with a personal email address is designated as the Subscriber and then leaves the company, regaining control over your Xero organisation and its data can become a cumbersome and potentially risky process. It's advisable to use a business-controlled email address for the Subscriber role to avoid such complications and ensure seamless control and management of your data.

The Subscriber should review user access in Xero regularly, as maintaining a secure financial environment is a continual effort, particularly when multiple individuals like accountants or bookkeepers have access.

We advise conducting a comprehensive review of your account's user permissions every six months. This habitual check ensures that only authorised individuals have access, aiding in upholding a robust security posture.

It's also a good practice to consult with your accountant or bookkeeper before making changes to user access. Instead of deleting user logins outright, which may cause issues, ask them to review and manage user access as they are often more familiar with who requires access for various tasks. Note that depending on the tasks at hand, backup personnel, accountants, and bookkeepers may have multiple individuals within their organisations requiring login access.

Additionally, it's prudent to set reminders for reviewing user permissions. Setting a six-month interval for these reminders can assist in managing your Xero security.