Having the same issue
Sounds like the support team has issues with the documents sent. I’ve had a look at the cases linked to your email addresses. For teamSBL, the email was routed to the wrong queue, so I’ve fixed that up and followed it up as it came through on Monday; it’ll be picked up as soon as possible.
For Eskara, the case was only created recently, and I can see it’s already sitting in the right queue.
Regards,
Genreve
Genreve_S - how do we ensure our request is routed to the correct queue please?
Hi XLNT,
You’re spot on wanting to make sure your request lands in the right queue. When you log a case, you can double check the category/issue type you’ve picked, as that’s what helps route it to the right team. If it does end up in the wrong place, no worries at all, we keep an eye on these and update the category on our side so it’s sent to the right crew without you needing to do anything extra.
Cheers,
Doreen
Hi Genreve,
I am having the same issues, all info was sent in December and we keep having our invoicing restricted. My bosses are requesting a change to Xero as it keeps happening. I need it rectified asap.
Hey jodie222,
You’ve explained it clearly, especially with invoicing still getting blocked after you sent everything through in December. Your new support case is still open, and on 16 February 2026 our team emailed you asking for a couple of extra documents the verification team needs to finish things up. It’s worth checking your inbox as well as your spam or junk folders in case it landed there. I’ve also nudged the team that looks after these reviews, and once those documents are sent through, they’ll be able to complete the verification and stop the invoicing restrictions from kicking in again.
Cheers,
Doreen
