Support
One person answers this inbox. Give the two 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, exactly as it appears in your list of organisations.
- The Job ID, shown at the top of every job page. It is the fastest way for us to find what happened.
- What you expected, and what you saw instead.
Never send passwords, access tokens, or the contents of a session cookie. We never ask for them, and we do not need them to help you.
A job stopped halfway
Open the job page and press Resume. The run picks up at the exact step it stopped at. Documents that were already finished are not touched a second time, and a document that failed before the original was voided has already been rolled back — its original is untouched.
If a document is marked Needs attention, the original was already voided when the run stopped. Resume finishes the remaining steps for it. If Resume does not clear it, email us the Job ID.
The five messages people write in about
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Skipped: a payment is applied. Remove the payment in Xero first.
A payment is sitting against the invoice or bill.
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Skipped: the document is dated inside a locked period.
The document date falls on or before a lock date.
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Skipped: the contact is archived, and Xero will neither copy nor void a document for an archived contact.
The customer or supplier has been archived, so Xero will not change their documents.
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Paused: Xero's daily call budget is nearly used up — we check again every hour.
The daily API call budget for that organisation is nearly used up.
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Reconnect needed — your Xero connection expired. Click Reconnect.
The stored connection expired or was revoked; sign in again.
Reporting something that looks wrong in your books
If you think a document was changed that should not have been, email us straight away with the organisation name and the Job ID and say so in the subject line. We treat that as the highest severity: job processing can be switched off the same day while we look, and you will hear back within 24 hours.
Download the CSV backup and the job results first if you can — they are the fastest evidence of what the state was before and after.
What Unapprove reads, writes and keeps
Unapprove uses the Xero permissions you approve when you connect. For a clean-up run, you preview the selected documents and type the number of documents to confirm before Unapprove makes changes. Attachment exports and the company archive only read from Xero.
What it reads from your organisation
- Who you are, from the sign-in: name, email address and Xero user ID, and the list of organisations you allow.
- The approved sales invoices and bills you filter and select: header, lines, history and, for the ones you run, their attachments.
- Credit notes and allocations on the documents you select.
- Organisation settings: its name and period lock dates.
- Contacts (read only, to skip archived ones) and the chart of accounts (active accounts only, so you can choose one for a write-off).
- Payments, only if you start a "Remove payments and void" run and allow that access.
- Bank transactions for an attachment export or the company archive, if you allow access. In the attachment export, choose bank transactions to include their files.
- Trial Balance, Profit and Loss and Balance Sheet reports for the company archive, if you allow report access.
What it writes to your organisation
- A draft copy of each selected invoice or bill, created before the original is touched, with the attachments copied onto it.
- A history note on the original and on the copy, each naming the other.
- The original, set to void.
- A credit note and its allocation, only in a write-off run you choose and confirm.
- Removal of payments and credit-note allocations, only in a "Remove payments and void" run you choose and confirm. Reconciled and batch payments are never touched.
What it keeps, and for how long
| Data | How long |
|---|---|
| Name, email address and Xero user ID | While your account exists; deleted within 30 days of your request. |
| Access tokens from Xero, stored encrypted | Deleted immediately when you disconnect the organisation. |
| Document snapshots (header and lines, encrypted; never attachments) | 30 days. |
| Job logs and audit trail (document IDs, numbers, actions, results) | 12 months. |
| Attachment scans (document list, file names and sizes, encrypted) | 30 days after the scan, or at once when you disconnect. |
| Technical request logs, including IP address | 30 days. |
| Card details | Held by Paddle, not by us. Unapprove keeps plan status, billing reference IDs and the access period. |
Attachments are streamed and not stored. A file goes from the original document straight onto the new draft, or straight into the ZIP your browser downloads, and is never written to our disks.
Where it is hosted. The application and its PostgreSQL database run on Railway. Payments go through Paddle. Checkout sends the selected plan, organisation ID and user ID to Paddle. Unapprove uses the payer email from Paddle to send a billing welcome email through Resend, with the plan, access expiry and a link to the organisation's document page. Resend also sends operational alerts to the operator with job and organisation IDs, job type and status, document counts and a job link. We do not sell your data or use it to train AI models. The full policy, including international transfers, is the privacy policy.
Common questions
Do you have a referral program?
Open Plan & pricing in your organisation and create a gift link to share with a colleague. Paid accounts can keep 3 open links and trial accounts can keep 1. Each link works once and is valid for 14 days from creation.
When a colleague buys through your link, you each get 7 extra days of access. You can earn the reward up to 4 times a year. If you are on a trial, each earned gift also adds 3 documents. You have at least 7 days to use them once your colleague buys.
Copy the link or open the prepared email in your own mail app. The gift extends access and your subscription keeps its original billing schedule.
How do I disconnect Unapprove from Xero?
From Unapprove. Sign in, find the organisation in your list and press Disconnect, then confirm. We ask Xero to remove the connection, then delete the stored tokens and any attachment scans straight away. Any running job stops. If Xero does not confirm the removal, we say so; the connection is still gone on our side, and you can also remove it in Xero as below.
From Xero. Click your organisation name, choose Settings, then Connected apps. Beside Unapprove, click Disconnect, then Disconnect again to confirm. Xero says this takes effect immediately and no new data is sent to the app; data already sent might still be available. Steps and wording are from Xero's article Update, cancel, disconnect or review connected apps.
Afterwards. If you disconnect only in Xero, our access stops at once, but the now useless tokens stay in our database until you also press Disconnect in Unapprove or ask us to delete them. Snapshots and job logs are kept for the times in the table above; ask us in writing and we delete your account and logs within 30 days.
Disconnecting does not cancel a subscription. Cancel from the plan page of the organisation (Manage billing), or email us.
Will Unapprove change anything before I confirm?
Does Unapprove store my attachments?
Why does it ask for these permissions?
The clean-up connection asks for permission to change invoices and attachments, read organisation settings and contacts, and keep the connection open so a long run can finish.
If you're connecting for the first time to export attachments or build a company archive, choose the read-only connection for that task. The archive also asks to read financial reports. You can allow changes later if you want to run a clean-up.
Delete my data
Email us from the address on your account and ask for deletion. We delete your account, connections and job logs within 30 days. Disconnecting an organisation deletes its stored access tokens immediately, 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 Clean-up Pass: email us with the organisation name. The rules are on the pricing page and in the terms of service.