How is the communication of FreshBooks?
Customers' feedback on FreshBooks' communication has been largely negative, with 12 out of 16 mentions expressing dissatisfaction. Reviewers frequently criticize the lack of transparency in app updates, unannounced changes, and poor handling of account issues. Many report frustration with support interactions, describing responses as dismissive, unhelpful, or even threatening. A few positive experiences stand out, particularly around email responsiveness and the tone of phone agents, but these are outweighed by concerns about inconsistent communication and broken processes. Over time, the trend shows a pattern of declining satisfaction, with multiple 1- and 2-star reviews in 2025 and 2026, especially around app changes and account access. The few 5-star reviews in early 2026 suggest some improvement, but they do not reflect the broader sentiment. Overall, communication issues remain a persistent pain point for users.
What customers praise
Customers praise FreshBooks for prompt email responses and clear, helpful explanations when they do get through. Several reviewers highlight that their questions are answered quickly and in a way that’s easy to understand. One user specifically noted that they always speak with a kind person who picks up the phone quickly, and another said their interaction was very informative and left them confident in handling future invoicing tasks. These positive experiences, while rare, point to a functional support system when it works as intended.
What customers said:
- „My interaction was very informative.“
Common complaints
The most common complaints center on unannounced app changes and a lack of transparency about updates. Users say the app store’s 'What's New' section is ignored, leaving them unaware of critical changes. Some report being misled by the absence of responsible disclosure, especially when features are removed or altered without warning. Others describe the process of accessing basic information, like client invoice overviews, as unnecessarily complex, requiring up to 12 steps. These issues suggest a breakdown in communication between FreshBooks and its users.
What customers said:
- „The answers are always disappointing and remind me how futile it is to suggest…“
„The answers are always disappointing and remind me how futile it is to suggest improvements to Freshbooks.“
- „perhaps you can find the invoices thru the client profile but that’s illogical and…“
„perhaps you can find the invoices thru the client profile but that’s illogical and inefficient .“
- „I lost my company logo with the new upgrade“
How it has changed over time
Communication issues have worsened over time, with a clear drop in satisfaction from 2025 onward. Early 2025 reviews show growing frustration with unannounced account disconnections and poor support handling. By mid-2025, users reported being brushed off, threatened with payment deductions, and left without follow-up. The 2026 reviews continue this trend, with one user citing a failed migration and another reporting a broken login process during a free trial. While a few 5-star reviews appear in early 2026, they are isolated and do not signal a broader turnaround.
What customers said:
- „These unannounced account disconnections are very concerning to me“
- „I asked to be sent the call recording immediately. She disappeared, too. No response.“
- „the CEO has shown time & time again that profits over a good product is their ethos“
Practical takeaways
For users, the key takeaway is to expect inconsistent communication and to prepare for friction when using the app or contacting support. Avoid relying on app updates for information, check official channels directly. If you need help, be ready to escalate or document interactions, as responses may be delayed or dismissive. The positive experiences with email and phone support suggest that direct contact can still work, but only if you’re persistent. Overall, communication remains a weak point, and users should not assume clarity or reliability from FreshBooks.
What customers said:
- „My emails are always responded to quickly without exception“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2024-09 | 5.00 | 1 |
| 2025-01 | 2.00 | 2 |
| 2025-02 | 2.50 | 4 |
| 2025-03 | 4.00 | 2 |
| 2025-05 | 2.00 | 1 |
| 2025-09 | 1.00 | 1 |
| 2026-01 | 5.00 | 1 |
| 2026-02 | 5.00 | 1 |
| 2026-04 | 1.50 | 2 |
| 2026-08 | 3.00 | 1 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2024-09 | 0% | 0% | 100% | 1 |
| 2025-01 | 0% | 50% | 50% | 2 |
| 2025-02 | 25% | 0% | 75% | 4 |
| 2025-03 | 50% | 0% | 50% | 2 |
| 2025-05 | 0% | 0% | 100% | 1 |
| 2025-09 | 0% | 0% | 100% | 1 |
| 2026-01 | 0% | 0% | 100% | 1 |
| 2026-02 | 100% | 0% | 0% | 1 |
| 2026-04 | 0% | 0% | 100% | 2 |
| 2026-08 | 0% | 0% | 100% | 1 |
Customer voices
Short excerpts - full reviews are available at the original source.
„Please use the app store's "What's New" section to tell us WHAT'S NEW.“
„YOU might want to read about how you have an app in the Play store missing responsible disclosure of changes“
„talk to your own QC team about the process breakdown“
„He explained that sometimes a different email address and password can appear.“
„it didn't send any code or link to change the password“
„My emails are always responded to quickly without exception“
„my questions are answered with easy to understand explanations/instructions“
„A checklist of how to approach tasks would be useful“
Cite this page
Citatio (2026). FreshBooks Communication: customer reviews 2026. Retrieved 29 August 2026 from https://citatio.ai/freshbooks-reviews/communication/
Data verifiable via our public audit log: Methodology · Transparency