How does Xero support work?

See also an infographic of the main steps.  

When you’ve got a question about using Xero, here’s the way it works.

  1. We recommend you do a search in Xero Central which is Xero’s online help and resource centre. It’s the fastest way to get an answer.

  2. If you don’t find the answer you need in the support articles or discussions, scroll to the bottom of any support article, and click the Get in touch button.

  3. Enter your question and any other details. You can include your phone number so we can call you back if it’s super urgent. Enter your email address, then click Send.

  4. Your question will be prioritised and directed to an appropriate support team member.

  5. The support team member will review any previous issues and communication between you and the support team, then send you a response by email. They may ask if you’re willing to invite them into your Xero organisation so they can see what’s been done and advise you what to do. But they won’t make any changes (even with your permission). They may also request your telephone number if they need to talk to you.

  6. Once your question is answered, the details are kept securely on file so we can refer to them if your contact us again. You can also keep copies of the email correspondence to refer back to.

Xero customer and phone support FAQs

Find out why Xero doesn’t have a customer support phone number or telephone helpline you can call, how Xero online support works, and how you can contact us.

How does Xero support work?

See also an infographic of the main steps.  

When you’ve got a question about using Xero, here’s the way it works.

  1. We recommend you do a search in Xero Central which is Xero’s online help and resource centre. It’s the fastest way to get an answer.

  2. If you don’t find the answer you need in the support articles or discussions, scroll to the bottom of any support article, and click the Get in touch button.

  3. Enter your question and any other details. You can include your phone number so we can call you back if it’s super urgent. Enter your email address, then click Send.

  4. Your question will be prioritised and directed to an appropriate support team member.

  5. The support team member will review any previous issues and communication between you and the support team, then send you a response by email. They may ask if you’re willing to invite them into your Xero organisation so they can see what’s been done and advise you what to do. But they won’t make any changes (even with your permission). They may also request your telephone number if they need to talk to you.

  6. Once your question is answered, the details are kept securely on file so we can refer to them if your contact us again. You can also keep copies of the email correspondence to refer back to.

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