Already opted out. Reviewing other systems, all very much the same, different descriptions of files, that sort of thing, but the pricing is crazy and as a bureau we pass the cost onto the client - they not happy!!

I've read this thread with some interest, as I too have an interest in AutoEntry having been using it for around 2 years.

While on the whole I am an advocate of the capabilities of the software and it has proved itself to be a game changer for us, throughout our usage there have been more periods of AE suffering problems than there have without, and of course as the end user of the product my staff and I are directly impacted. System issues take weeks or, more often, months to resolve and any resolutions seem short lived with further issues (either new or historic) appearing soon after any fixes and we are the ones who have to find a workaround in our own practices to cope with these.

I agree that the support services are poor at best, the staff remain polite and courteous but are of very little help with any problems we report inevitably having to be referred to the Dev Team, after that we hear no more! There is no direct access to support tickets, no email updates, any time we chase it's like starting the process again.

Document Fetching integration is completely substandard and does not retrieve documents in timely manner if at all. I've stuck with it for a number of our suppliers purely so I can monitor the possibility of any improvements, but 2 years in and the Document Fetching seems no different.

There are many product improvement features I would like to suggest to AutoEntry, but I'm withholding these as I would rather they concentrate development time on fixing the current offering before working on any new features.

Toby, I have read the contents and I am surprised you are two years into using something that it is not fit for purpose. 

My team in just 6 weeks were ready to revolt. Obviously we need something like AE, but I made the decision to opt out as I or my team just have not got the time for the delays - and changing our work ethics to work round their problems.

Good luck, perhaps you can let us know in say 6 months if they have improved performance and support.

HI Judy, 

I wouldn't go as far to say that AE isn't fit for purpose, but the delays have proved to be an issue for us before also. To combat this we have the majority of invoices uploaded directly to AE by the suppliers (preferred) of for those received directly by our business we use Power Automate to get them sent to AE. In maintaining this process we only ever find ourselves a maximum of 24 hours behind when invoices are published before being available in AutoEntry for processing. Rarely does AE take longer than 24 hours to process an invoice.

Generally speaking we then review the AE portal twice a day and post any items that are available, noting we only use the service for Purchase Invoices and Sales Invoices. Bank Statements are not required as we use Bank Feeds for this purpose, Supplier Statements does not warrant the cost and Expenses seems to find a user doing the same job twice.

From time to time we always get the 'missing invoice' scenario and try to mitigate these, but there are instances when you need an invoice to be processed as a priority and this is where the delays cause us the most frustration.

Overall I would say the benefits for us have so far outweighed the negatives.

In closing, I'd add that I have seen improvements in the AE offering and hope that overtime this will improve further. Let's see what the next 6 months brings!

Then why have I note been told the ticket has been closed? The last reply I had from you stated: "Our dev team are currently working on bugs as high priority so requests like these tickets can take some time. I will reach out to the team today again to see if we can get any updates."

I have been waiting patiently for three weeks now to be told that the ticket has been closed. I have asked you to call me before, but I never receive any call.

I am wholly convinced that whilst it seems AE is keen to pass the blame onto Sage, Sage is absolutely not at fault here, and if I am wrong, I will retract any statements made.

Please, therefore, re-open the ticket and confirm this has been actioned.