Start with the FAQ and the user manual (the "User guide" button inside each app). If that does not answer it, email [email protected] with the product name, what you did, what you expected and what happened. Screenshots help.
Version 1.2 — 14 October 2026
REX is low-cost, buy-once software made by a small company. We keep the price down by keeping support focused. This policy explains what you can expect from us, and what we cannot do. It forms part of the REX Licence Agreement.
1.1 Support is by email only: [email protected]. We do not offer phone, chat, remote-desktop or on-site support.
1.2 Please include the product name and version (shown under Help), your operating system, your licence company name (REX Accounts) or licensed user name and order number (REX Paperworks, REX Visio2DXF), what you did, what you expected and what happened instead. Screenshots help.
1.3 We aim to reply within two New Zealand working days (Monday to Friday, excluding New Zealand public holidays). Most replies are faster. Replies may be slower over the Christmas and New Year period; we will say so on the website.
2.1 Support is available to the licence holder and its staff for the 12 months after purchase, and to trial users of REX Accounts during the trial.
2.2 After the 12-month update period we will still accept defect reports and help with reinstalling and reactivating your licence. Other questions about an older version may be declined or quoted for.
3.1 Installing and activating. Help getting REX installed on a supported Windows or macOS computer, entering your licence key, moving to a new computer and reissuing a key after a legal name change. For REX Paperworks and REX Visio2DXF this includes reissuing a key for a replacement user, as set out in clause 2.4 of the Licence Agreement.
3.2 How-to questions. Short answers on how to use a feature. We will usually point you to the relevant section of the manual, which is the primary support resource and is written to be read. We expect you to read the manual before asking.
3.3 Defect reports. If the software does something the manual says it should not, or crashes, tell us. We will try to reproduce it and, if it is a defect, fix it in an update when we reasonably can. We cannot promise a fix date or a fix for every report.
3.4 Purchase and licence questions. Receipts, invoices, refunds under the Licence Agreement and lost keys.
4.1 Accounting, bookkeeping or tax advice. We cannot tell you which account to code a transaction to, whether something is GST-claimable, how to treat an asset, what rate applies, or whether your return is correct. That is what your accountant or tax agent is for.
4.2 Payroll advice or calculation. REX Accounts records payroll figures; it does not calculate them. We cannot help with PAYE, KiwiSaver, superannuation, ACC or employment law questions.
4.3 Data recovery and file repair. We cannot recover data that was not backed up, repair files damaged by disk faults, power loss or other software, or recover passwords where the design makes that impossible. Backups are your responsibility.
4.4 Training. Walking you or your staff through the software step by step, or teaching bookkeeping.
4.5 Custom work. Changes to reports, templates or features for your business, data conversion from other systems, or writing import files.
4.6 Third-party software and hardware. Problems with Windows, macOS, printers, PDF readers, Visio, CAD programs, email programs, antivirus software or your network, even if they affect REX.
4.7 Unsupported systems. Versions of Windows or macOS not listed on the product page, virtual machines, emulators or other configurations we have not tested.
4.8 Checking your work. Reviewing your books, your GST return or your drawings for correctness.
5.1 Support is meant for the occasional question. As a guide, a licence that generates more than about ten support emails in a month, or repeated questions that are answered in the manual, is beyond what the licence price covers.
5.2 If this happens we will let you know and may ask that you read the manual first, slow down, or pay for further help under clause 6.
6.1 We may decline any request that falls outside clause 3. Where we are able to help with out-of-scope work, we may offer to do so at a quoted hourly rate, payable in advance. You can accept or decline the quote; there is no charge for the quote itself.
6.2 Help with defects in the software is never charged.
7.1 We will be polite and we expect the same. We may end support, and may end the licence under the Licence Agreement, for abusive, threatening or harassing messages, for attempts to obtain support for an unlicensed copy, or for demands made under threat of negative reviews or chargebacks.
8.1 Support is given in good faith on the information you give us. Anything we say in a support reply is about how the software works, not about what is right for your business, and the warranty disclaimer and liability limits in the Licence Agreement apply to it.
8.2 We may change this policy. The version published on the website applies.
REX Accounts keeps each business in a single data file. Your client can send you a copy (Settings, Backups, "Save a copy as…") or you can open their file on their computer; either way the same licence key covers you, and nothing needs to be bought for the practice.
Profit and Loss, Balance Sheet, Trial Balance, aged receivables and payables, GST101A figures, cash flow, budget versus actual, and a Report Writer that exports any list or summary to a spreadsheet for your working papers.
If you support clients on REX Accounts and would like to be listed here as a REX-friendly practice, email [email protected] with your practice name, location and contact details.
REX Accounts imports CSV and QIF files. Every bank below can export one from internet banking; the exact menu names change from time to time, so treat these as the general route. Then in REX Accounts open Banking, choose the account and click Import CSV or Import QIF.
Accounts, choose the account, Export transactions. Pick the date range and CSV (or QIF), then Export.
Open the account, Export, choose the date range and the CSV or QIF format, then Export.
Open the account, Export transactions, set the dates and choose CSV or QIF.
Open the account, Export, choose the dates and the CSV format.
Open the account, Export transactions, choose the dates and CSV (NZ also offers QIF).
Open the account, look for Export or Download transactions, choose CSV. If only a PDF is offered, ask the bank for CSV export; all of these support it.
Open the account, Export or Download, choose the dates and CSV (NAB and CommBank also offer QIF).
Date, Description (or Particulars/Details/Payee) and Amount, or separate Debit and Credit columns. Dates in day-month-year or ISO order both work. Duplicates already imported are skipped.
Click More info, then Run anyway. The installer is not yet signed with a Microsoft certificate, which is what triggers the warning.
Right-click the app in Applications, choose Open, then Open again. This is needed once.
Type the name exactly as it appears in your key email: the company name for REX Accounts, including "Ltd" or "Limited" if it is there, or the licensed user's name for Paperworks and Visio2DXF. Capitals and spaces do not matter; extra words do.
The licensed user's name exactly as it appears in your key email (capitals and spaces do not matter). To have your company shown at the bottom of the window as well, type it in the optional Company box; it is for display only and does not change the key.
On the REX Accounts sign-in screen click "Forgot your username or password?", enter the company name and licence key from your purchase email, and set a new password.
Your data is safe. Buy a licence, then enter the key on the activation screen or under Settings, Licence. Everything carries on where you left off.
Settings, Backups lists the automatic backups REX Accounts keeps. An administrator can restore one with a click; the current file is backed up first.
REX Accounts: the key is emailed to the address you bought or requested the trial with; check the junk folder. Paperworks and Visio2DXF: the key is emailed to the address you bought with, at once. If it has not arrived, email [email protected] with your name and order number.