All help · Plain text for an AI assistant
Go live
Step 6, the last one. From here Kudos starts asking your clients for reviews.
What happens when you press it
From that moment, each time you mark an invoice as sent in Xero, Kudos queues a review request to that client.
By default we wait about three days after the invoice before asking. You can change that yourself in Settings, then When we ask: anything from sending straight away up to a week.
There is also a setting to ask when the invoice is paid rather than when you send it. It is off unless you turn it on, and turning it on does not mean more emails: the once-a-year limit per client is unchanged either way.
Then, for every client:
- At most one request per client per year. 365 days from the last one, whatever happens in between.
- Counted on the email address, not on the Xero contact. One person who appears as three contacts in your Xero still hears from you once.
- Never for a client who has unsubscribed or whose address bounced.
Nothing happens retrospectively. Kudos does not go back through your invoice history, deliberately: a backfill would email your entire client list at once and exhaust Xero's rate limit besides. It starts from the next invoice.
The checklist and the real check
Step 6 shows a list of what is still outstanding. That list is derived from the five steps before it, and it is a convenience rather than a guarantee.
The real check runs when you press Go live, and it is stricter. It knows things the checklist does not model, including whether your subscription is active, which is not a setup step at all.
So the button stays pressable even with items outstanding. That is on purpose: the real check names what is missing far more precisely than the list can, and hiding the button would hide that answer behind our own incomplete summary.
If the checklist says everything is done and the button then refuses, the button is right.
What each refusal means
Each of these refuses on its own, and the first one it hits is the one you see. Fix it and press again.
Something in your setup is not finished
| What you saw | Which step fixes it |
|---|---|
| no Google Place ID | Step 2. No listing has been chosen |
| no sending path chosen | Step 3. Neither option has been picked |
| no sending address configured | Step 3. The address is missing |
| no SES tenant configured | Step 3. Press Save on your chosen option, then check |
| sending identity is not verified | Step 3. Your sending address has not passed verification |
| business control is not verified | Step 3, shared path. We confirm your practice ourselves, within one business day. Nothing for you to do |
| domain ownership is not proven | Step 3, own-domain path. Your DNS records are not live yet |
| Spam Act consent has not been attested | Step 5. The permission statement has not been completed |
| no active Xero connection | Step 1. Your Xero connection is missing or needs reconnecting |
Something else
| What you saw | What to do |
|---|---|
| subscription is not active | Your trial or subscription has lapsed. Contact support. This is not a setup step and you cannot fix it from the wizard |
| sending is paused | Sending was stopped for your practice, and the message names the reason. Contact support to resume. Resolving the cause comes first |
| only an owner may arm sending | This has to be done by whoever created the Kudos account |
| caller is not a member of any tenant | Something is set up unusually on your account. Contact support |
| tenant not found | Contact support |
| too many attempts, try again later | Wait an hour |
| no authenticated user | You were signed out. Sign in and try again |
| Only the account owner can go live. | This has to be done by whoever created the Kudos account. |
| Too many attempts. Wait a minute and try again. | Wait a minute, then press the button once. |
| We could not go live just now. Try again. | A temporary fault. Try again in a minute. If it keeps happening, email support. |
After you go live
You can stop at any time, yourself. Go to Settings, then Sending, and press Pause sending. Nothing goes out until you press Resume sending. You can add a short note for your own records if you want one; only you and we ever see it.
Resuming is just resuming. You do not go back through setup or re-verify anything, and nobody's yearly slot is reset. Pausing is done by whoever owns your Kudos account.
If you want it stopped this minute and cannot wait for us, remove Kudos from your Xero organisation: Settings, then Connected apps, then remove Kudos. Kudos loses access straight away and cannot see a new invoice, so nothing further can be queued. Reconnecting afterwards takes the two minutes step 1 did.
A request already queued waits rather than being lost. While your practice is paused nothing goes out, and anything that was waiting is sent once the pause lifts.
Your first request waits for your next invoice. If you have invoiced somebody since going live and nothing has happened, that is worth an email to support rather than a longer wait.
If you are using an AI assistant
What it can do for you
- Take a refusal sentence and tell you which step to go back to
- Explain why the checklist and the button can disagree
- Explain what happens to your clients after you press it
What it cannot do
- Press it. Going live is a decision about your own clients.