How is the customer service of FreshBooks?
Reviewers report mixed experiences with FreshBooks customer service, with a clear split between positive and negative feedback. Of the 241 mentions, 142 are positive and 91 are negative, indicating a generally favorable but inconsistent perception. The overall trend shows fluctuating satisfaction over time, with ratings ranging from 1 to 5 stars across monthly data. Early in 2025, reviews were mostly negative, averaging around 2.4 stars, but there was a noticeable improvement by mid-2026, peaking at 4.8 stars in July 2026. This suggests that while many users have had strong positive interactions, especially with direct human support, others continue to face persistent technical and service hurdles, particularly around account access, payment processing, and data migration. The inconsistency in experience points to variability in support quality or response times, with some users praising quick, helpful resolutions while others describe long delays, unresponsive agents, and unresolved issues.
What customers praise
Many reviewers highlight the value of speaking directly with knowledgeable support staff. They appreciate the personable, courteous, and quick responses when they reach the right agent. Some users emphasize that having access to human expertise, especially someone who understands small business bookkeeping, makes a significant difference in their workflow. The ability to get real help with complex issues is frequently cited as a major strength of the service.
What customers said:
- „A very personable staffer helped me with my problem, and resolved the matter quickly.“
- „Great customer service!“
- „having direct access to knowledgeable human expertise is a massive operational advantage“
Common complaints
Several users report ongoing technical issues that are not resolved despite repeated contact, including problems with logging in, saving expenses, and invoice data not transferring correctly. Others describe being passed between automated systems or ghosted after reaching out. A recurring frustration is the lack of consistency in support quality, some users get fast help, while others face long delays or unhelpful responses. These issues are often tied to larger platform problems like broken bank feeds, incorrect reports, and failed migrations.
What customers said:
- „Don't waste your time with this if you are doing serious volume or your company depends…“
„Don't waste your time with this if you are doing serious volume or your company depends on timely payments.“
- „I tried multiple times on different days, and I even cleared the cache, but it still…“
„I tried multiple times on different days, and I even cleared the cache, but it still doesn't work.“
- „the bank feeds are not working and it’s 6 weeks and counting with no resolution.“
How it has changed over time
Customer service sentiment has varied significantly over the past year. Early 2025 reviews were largely negative, with average ratings below 2.5 stars. By mid-2026, ratings improved, reaching 4.8 stars in July, suggesting a possible shift in support responsiveness or internal processes. However, the trend is not steady, ratings dipped again in August 2026, indicating that improvements may not be consistent. The fluctuation implies that customer service performance is not uniformly reliable across time or support channels.
What customers said:
- „I have reached out and tried to get some feedback but instead I'm just getting ghosted“
- „having an accessible helpline staff that actually understands the nuances of small…“
„having an accessible helpline staff that actually understands the nuances of small business bookkeeping makes all the difference“
- „Customer service is always nice and courteous when you get the right person on the…“
„Customer service is always nice and courteous when you get the right person on the phone to help you and speaks English.“
Practical takeaways
If you need help with FreshBooks, it’s worth trying to reach support multiple times, as the quality of interaction can vary widely. Some users report success only after multiple attempts or by speaking with a specific agent. Be prepared for potential delays or technical issues that may not be resolved quickly. On the other hand, if you do connect with a helpful representative, the experience can be highly positive and efficient. For users with complex needs, especially around data migration or payment processing, it may be wise to document all interactions and escalate when needed.
What customers said:
- „customer support was quick“
- „You can actually speak to someone!“
- „Support is amazing!“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2025-09 | 2.42 | 12 |
| 2025-10 | 2.40 | 5 |
| 2025-11 | 3.33 | 6 |
| 2025-12 | 3.00 | 7 |
| 2026-01 | 4.25 | 4 |
| 2026-02 | 2.78 | 9 |
| 2026-03 | 4.00 | 5 |
| 2026-04 | 2.57 | 7 |
| 2026-05 | 3.70 | 10 |
| 2026-06 | 2.92 | 13 |
| 2026-07 | 4.80 | 5 |
| 2026-08 | 2.90 | 10 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2025-09 | 33% | 0% | 67% | 12 |
| 2025-10 | 20% | 20% | 60% | 5 |
| 2025-11 | 50% | 0% | 50% | 6 |
| 2025-12 | 43% | 0% | 57% | 7 |
| 2026-01 | 75% | 0% | 25% | 4 |
| 2026-02 | 44% | 0% | 56% | 9 |
| 2026-03 | 80% | 0% | 20% | 5 |
| 2026-04 | 43% | 0% | 57% | 7 |
| 2026-05 | 70% | 0% | 30% | 10 |
| 2026-06 | 38% | 8% | 54% | 13 |
| 2026-07 | 80% | 20% | 0% | 5 |
| 2026-08 | 50% | 0% | 50% | 10 |
Customer voices
Short excerpts - full reviews are available at the original source.
„The webpage works fine, but I chose FreshBooks over QuickBooks because it claimed to have a more user-friendly app.“
„Best customer service ever!“
„Every time I've had an issue there was a solution“
„I love the company and the support“
„even when i am not currently a client.“
„it was nearly impossible - got the runaround for week“
„Won't let me reactive and restore my subscription after I paid for my subscription“
„I can no longer log into my mobile app.“
Cite this page
Citatio (2026). FreshBooks Customer service: customer reviews 2026. Retrieved 29 August 2026 from https://citatio.ai/freshbooks-reviews/customer-service/
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