Exact Reviews 637

We have been using Exact Online since 2017, and from the outset I was genuinely impressed with the functionality – particularly Smart Shop Floor, which was a major factor in our decision to adopt Exact for our manufacturing operation.

At the time, Smart Shop Floor worked via any browser, which meant our team on the factory floor could easily access drawings, specifications and job information directly where the work was being carried out. This was practical, efficient, and genuinely well thought through.

Fast forward to 2026 and I have just received our annual renewal with a 14% price increase on last year. This is not only significantly above inflation, but it is extremely difficult to justify given that the product has, in real terms, lost functionality rather than gained it.

Key issues:

Removal of browser-based Smart Shop Floor access
This was one of the strongest features of the system. Forcing everything through the app has reduced flexibility and made it harder for us to integrate drawings, specs and external documents into workflows.

Smart Shop Floor users cannot use the app without being upgraded to full users
This effectively forces us to upgrade licences from ~£9 to ~£17 per user – almost a 100% increase per head – just to regain functionality we previously had. That is not an enhancement, it is a commercial penalty.

Assurances given, no action taken
I raised this issue with Exact over two years ago and was assured it would be addressed. To date, nothing has changed.

Late 2025 UI update removed critical commercial visibility
While the new interface may look cleaner, it has removed essential information such as order margin visibility. For a manufacturing business, margin is not a “nice to have” – it is fundamental. Removing this seriously impacts our ability to manage the business properly.

In summary, we are now paying substantially more for:

Reduced functionality

Less flexibility on the shop floor

Higher per-user costs

And missing commercial information that we previously relied on

This is not the direction I expected Exact to go in, and it is not sustainable for us as a growing manufacturing business. I am now looking at a basic Xero package with a custom AI manufacturing app bolted on.

Our experience with Exact has been deeply disappointing and has highlighted serious issues with their client relationship management, onboarding process, and approach to contractual disputes.

We entered into an agreement for Exact’s consolidation solution, yet no onboarding, implementation, training, system access, or go-live ever took place. There was no confirmed start date, no activation of the service, and no delivery of any meaningful functionality. Despite repeated follow-ups, the project never progressed beyond preliminary discussions.

Nevertheless, Exact proceeded to issue invoices for several months and has since taken an uncompromising and dismissive stance, insisting on full payment for a 12-month term for a service that was never operational and provided zero value. Our position—that a customer should not be required to pay for services not delivered—was repeatedly ignored.

What has been most concerning is the tone and approach taken by Exact throughout this process. Legitimate concerns around non-performance were brushed aside, responsibility was deflected, and the conversation was reduced to rigid contract enforcement rather than any attempt at fair resolution. Requests for reasonable compromise (such as charging only for time actually spent in meetings) were flatly rejected.

In short:
• No implementation or access was ever provided
• No value was delivered
• Cancellation was communicated before services began
• Exact still pursued full payment regardless

This experience has demonstrated a lack of accountability, flexibility, and customer focus. Prospective customers should be extremely cautious and ensure that delivery milestones, activation dates, and exit protections are explicitly clear before entering into any agreement with Exact.

Based on our experience, we cannot recommend Exact as a trustworthy or customer-centric partner.

Terrible service after 8 years of loyalty

I was a loyal customer for over 8 years. Due to changes in their systems and service, I decided to terminate the contract. I formally requested access to retrieve our paid data up to the end of 2023 — a reasonable and legitimate request. They flatly refused.

Even after cancellation, they continued to send invoices. The customer service is extremely poor — it’s nearly impossible to reach anyone. All calls are blocked by a receptionist who refuses to transfer you. You never get your account manager on the phone, and no one follows up.

The lack of accountability and respect for long-term clients is shocking.

Avoid this company. Very disappointing experience.

We have been with Exact for 9 years and pay by standing order. We came into work this morning and, upon logging into Exact, were presented with a message to say our account was blocked due to unpaid invoices. When looking into this, we had paid our invoices, but at the old rate, because we were never made aware of a price increase that occurred in January of 25%. I called the customer support team and firstly asked why we hadn't been made aware of the price increase - we had not received an email or letter to explain this was going to be the case. The response was, 'we put a message on our main website when there will be a price increase'. I explained that we never go to the main website because, well, why would we? We just have an Exact shortcut that takes us directly into our account (as I am sure the majority of businesses do for convenience). She became extremely rude and aggressive, saying she cannot repeat herself again, it was communicated on the website.

I then asked why there would be an increase of 25% overnight (this brings our total price increase since August 2022 of 77%! The lady stopped talking and refused to talk to me, pretending she could not hear me (I knew she could because I could hear her making noises to a colleague).

I honestly think Exact take the mick. They don't tell you about a massive price increase, and then hold you to ransom because they know you have no choice but to pay it, or you can't run your business. We are now leaving and going with a software like Xero who at least charge reasonable fees and have acceptable customer service.

So disappointed after 9 years that it has come to this, but we are paying for an awful service, and their employees are getting paid to provide it.

I have had a simple bank sign in problem with my banking app ABN. When I reached out to exact I had to follow up twice on my problem, a month later they continue to refer with single line answers and have not solved the problem. I find their customer support slow and not client driven. Having used WeFact I can say I really enjoyed the experience and if it wasn't for my bookkeeper I would not still be a customer!

The consulting from Steven D was proactive and constructive. He is knows his product and the need of the trainee.

I subscribed to Exact Online in October 2024 but decided to cancel in November. The primary reason for leaving was that the service is far too expensive for what it offers. I realized it wasn’t worth paying such a high price for a service I didn’t fully utilize.

Additionally, my experience with Exact Online became increasingly frustrating due to poor communication and difficulty resolving issues. I only used the service for one month. When I decided to cancel, I contacted the reseller who initially set up my account. He informed me that since a new month had already only one day started, I would need to pay for November as well.

To date, I have only received two invoices: one for October and one for November, both of which I have already paid. However, Exact Online is now demanding payment for three months and has escalated the matter to a collection agency. Despite my efforts to explain—over the course of a week—that I only ever received two invoices, they are insisting on a third payment.

What’s even more absurd is that I have never received a third invoice. It’s unclear on what grounds Exact Online is demanding this additional payment.

This experience has been extremely disappointing. I strongly advise others to be cautious and vigilant when dealing with Exact Online to avoid unexpected charges. It feels like they’re doing everything they can to extract more money unfairly.

My case remains unresolved, and I am still waiting for the third invoice to proceed further.

quickly, exact answers and friendly responses

Exact is a complete solution very reliable but needs to be updated for user interface and the management of tabs.

In principle, ExactOnline has almost everything you need. Just not the way you want it, not in the format you need, not in the workflow you need. They have a great API, but don't want you to use it to automate everything.
Their bugs and errors are most often "intended" behavior and they leave you alone with it. Their support does not try to understand you, but explain why it is right, while ignoring all the input you gave them.
We experience this since 3 years.
It does not change.
They are an unreliable partner unfortunately.
Once you are in, it is hard to switch. But believe me, no friend of mine, nor will I ever again use ExactOnline for any of my future businesses.

We have been connected to Exact Online as a company for many years, mainly because our former accountant used Exact Online. In the meantime, we have switched accountants and, as a result, also changed our accounting software. We have been using Yuki for the past six months, which is 5 times cheaper for us than Exact Online. Six months ago, with the assistance of the Exact Online helpdesk, I canceled my accounting package in my account. I received a confirmation email, and subsequently, I could no longer log in with my accounts. Apparently, not everything was completely canceled, and I discovered last week that we had still been paying for Exact Online all this time. Meanwhile, I am caught in an endless loop with the support department, who keeps telling me to cancel online and insists that there is no other way. This is despite my repeated statements that I cannot log in. According to Exact, I will not get a refund for the past months, and my company will continue to pay for Exact Online as long as it exists because we cannot cancel the contract in any way. This does not seem desirable to me. Over the past years, I have been disappointed multiple times by the support department. I was born and raised in Delft, where Exact also originates from, which makes the disappointment even greater.

Easy in use, good price for the quality you get

Last year we 115k spent on implementing extra modules and functionality to our Exact Globe. Their sales talk is great and everything seems possible, but now we basically have nothing that actually works. Support is to cry about, their partners don't call back either because the invoice is paid, is just 1 big drama.
I don't even enter me customer number here anymore because I'm just done with it.

Great to use, even without accounting knowledge. I learned a lot about accounting through using the site. They have great tutorial videos, although it would be great to have more content in English (but I understand that I live in the NL, so I would need to learn the language). Customer service is always super helpful.

I am using Exact Oline for almost 9 years now. When I started it was brand new on the German market. At that time it was the best solution availableas pure browser-based cloud solution.
I don’t know the reasons but Exact obviously failed to establish a foothold in the German market. As a consequence, support in the German language has been discontinued. Additionally, there is hardly any further development. However, what is dramatic is that the originally functioning online query of account statements has not been working for years, as Exact seems to want to save the effort of making the necessary software changes due to PSG2.

What is critical, however, is this: For the first time this year, we issued invoices to customers in EU countries using the reverse charge mechanism. After submitting the advance VAT return with Exact Online, we received a letter from the Federal Central Tax Office regarding an incorrect report. It is evident that Exact is applying German tax laws incorrectly when the company uses cash-based accounting.

Even though we forwarded the written correspondence with the tax authorities to Exact Support, they do not see the need to correct the software. As a proposed solution, they have asked us to switch to accrual accounting. They are ignoring our explanation that this is not legally feasible without further steps! Truly sad and frustrating! Now we have to manually calculate our tax return and submit it via Elster. What's the point of having accounting software?

Update 02.10.2023
Exact's Social Media team was very quick to respond to my feedback and asked for details to get in touch with me. I provided them with the information. That was 11 days ago. However, nothing has happened since then. My support request with Exact has also not been further processed.

New Globe+ is a disaster. Slowwwwwww.
Many bugs. Support dpt. doesnot solve problems. Keep you waiting for months.

The Exact product in the UK has been excellent for our CRM, accounts and management information over the last 5 years. When we first signed up it offered so much more than Sage, Quickbooks, Zero, and others that we looked at. We now find that they seem to have withdrawn support directly in the UK, so we are not able to contact them by phone and have to raise a support question. They have recently made an arbitrary decision to remove a date range selection from a management report, so we are now unable to analyse any data for last month, for example. Their response is basically "live with it, there's no going back". We are becoming extremely disillusioned with this product and quite worried about what they will destroy next. The product is deteriorating and they aren’t interested in customer concerns. Past “blips” have taken months to resolve. Hoping for a massive improvement in the customer care process.

Exact Online is a great and user friendly software, price-quality one of the best on the market and has an excellent support department.

Exactonline is an easy to use software program with a great live support team.