Frequently asked questions

Everything you need to know so you can use Xero like a pro.

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Your questions answered

Getting started with Xero

System requirements

Xero is compatible with Google Chrome, Microsoft Edge, Mozilla Firefox and Safari.

Different versions of Xero have different minimum requirements from Mac iOS or Android. It’s optimum if you’re running the latest available operating system, but you can find out the minimum requirements for your Xero needs here. You’ll need an internet connection to access Xero.

What happens at the end of my free trial?

If you choose to continue using Xero after your trial, you will be asked to add your billing information, and will be billed monthly from that point. If you choose not to continue using Xero, you may delete your organisation in the 'My Xero' section when you log in.

Does my free trial include access to all features?

You can try features like Xero Expenses and Xero Projects. This lets you experience nearly all of Xero's powerful features while ensuring you get comfortable with the product before you buy. Note that a few features that require registration with an external agency aren’t included.

If your bank charges a fee to connect a bank feed to Xero, then you won’t be able to connect the bank feed while you are in your trial. You can see details of chargeable direct feeds here.

Can I import and export data into Xero?

Yes. Do it yourself following our easy step-by-step guides to importing and exporting data in Xero Central, or use a data migration service.

Is technical support included?

With Xero you get free, unlimited support 24/7 from our customer support team. When you're looking for answers, start by searching in Xero Central. Then, if you still have questions, use the 'Get in touch' button at the bottom of any support article on Xero Central.

Does Xero provide onsite setup assistance?

We provide online tools in Xero Central to get you started on Xero. You can also take advantage of free online support 24/7 from our customer support team. If you need onsite support, we recommend working with accountants and bookkeepers who are trained and ready to help you use Xero. Find one in the Xero advisor directory.

Do I get an account manager?

No, but our friendly and knowledgeable experts are on hand 24/7 to offer advice whenever you need a hand.

Do I have to work with an accountant?

You don’t need an accountant to use Xero. However we recommend working with an accountant or bookkeeper as they can help your business succeed. If you don't have one, take a look at the Xero advisor directory to find accountants and bookkeepers who are trained and ready to help you use Xero.

Which Xero plan is right for me?

We have pricing plans to suit most small businesses. Check out the pricing page for full details of our pricing plans.

Are there any hidden costs?

No. We’re up front about pricing, and provide details of our pricing plans and optional extras here. Some banks charge fees for the provision of a bank feed – you can find more information on bank feeds including bank feeds in your region here.

How do I subscribe if I decide that Xero is right for me?

It’s easy to upgrade from a trial to a subscription with just a few clicks from within your Xero account. All your data remains securely in place, so you won’t need to add it again when you decide to buy Xero.

How do I cancel Xero if I decide it isn't right for me?

You can cancel your subscription or remove any add-on from your plan at any time by giving one month’s notice from within your Xero account. You’ll still need to pay all relevant subscription fees up to and including the day of termination.

You can also cancel a free trial at any time from within your Xero account. After you've cancelled your trial subscription you won't be able to access that organisation, so we recommend you export your data out of Xero first.

Is there a minimum subscription period?

No, you can cancel your subscription at any time by giving one month’s notice

Can I pay the subscription annually?

No, your Xero subscription will be charged in advance on a monthly basis.

You'll receive your invoice at the end of your monthly billing period. Payment will be taken on the date shown on your invoice using the payment details entered when you purchased your subscription.

If you’ve incurred usage charges for any Xero add-on or you have a chargeable direct bank feed, these charges will be invoiced for the previous month.

Can I upgrade, downgrade or switch plans at any time?

Yes. To change your Xero pricing plan, simply select a new plan and add or remove extra features in My Xero. You can upgrade a pricing plan anytime but can only downgrade once you've been on a plan for 30 days.

Adding multiple companies to Xero

You can add as many organisations as you like in your Xero account. Choose a pricing plan for each one, or set up a free 30 day trial.

If you add an organisation and sign up to a pricing plan, you'll become the subscriber for the organisation.

Xero offers a discount if you have subscriptions for more than one organisation – this discount is automatically applied to subscription fees if the organisations have the same subscriber email address.

Discounts for not-for-profits

Yes. As a registered non-profit charity, trust or society you’ll save 25% on your Xero subscription. The discounted rate is applied once you've purchased your subscription and we've confirmed your not-for-profit status. Find out more here.

Can customers pay me through Xero?

Yes. With payment services like Stripe, customers can pay you directly. Include a ‘Pay now’ button in your online invoices to get paid even faster. Find out more here.

Does Xero integrate with other apps?

Yes. Xero has an ecosystem of more than 1000 apps, allowing data to flow seamlessly from Xero to third party apps – from payment platforms like Stripe to CRM systems like Insightly. The Xero App Store makes it easy to navigate and find the right apps for your business needs.

Accountants and bookkeepers

About the Xero Partner Program

If you are an accountant or bookkeeper in practice then you can become a recognised Xero partner and receive the benefits of the Xero partner programme. The Xero partner programme is free and there are no ongoing costs. To sign up, start your Xero Partner Application here.

Xero partner benefits are designed to give you what you need to be successful – however you define success. The more points you earn, the higher your status level will rise and the more benefits you’ll pick up. Some of the benefits available to Xero partners include:

  • A free Xero subscription to run your practice that includes Xero Projects, Xero Expenses and pay runs or Xero Payroll
  • Free Xero HQ access to manage staff and clients
  • Free conversion tools to move clients to Xero easily
  • Online learning to expand your Xero knowledge
  • Access to free Xero marketing material to promote your team and client events
  • For Bronze partners and above: A free listing in the Xero advisor directory to attract new clients or tell current clients more about you
  • For Silver partners and above: Free Xero Practice Manager to manage your work and time, and Free Xero Workpapers to manage your workpapers online

As you move up the status levels, you receive more benefits. Check out the full list of partner benefits.

As a Xero partner, you will also get a dedicated account manager.

How to migrate your clients to Xero

Whether you’re signing up new clients to Xero, working out who to migrate when, or simply how to make that final move from one software to another – this online training course will help you migrate clients to Xero efficiently and confidently.

What is the Xero advisor directory?

Once you reach bronze status, your practice will be listed in the Xero advisor directory and be visible to thousands of potential new clients.

Do partners get an account manager?

Yes, as a Xero partner you will get a dedicated account manager.

What is Xero partner edition?

As a Xero partner, you will have access to Xero Cashbook and Xero Ledger. These are simplified versions of Xero’s standard accounting software, available exclusively to accountants and bookkeepers as part of the Xero partner programme. Find out more here.

Learn Xero by becoming a Xero-certified advisor

Xero advisor certification gives you the foundation skills to set up and convert clients to Xero. It also shows you how to use Xero’s core features so you can help clients save time and run their businesses better. Learn how to become a certified advisor.

You can learn and grow for free with Xero. From written guides to video tutorials, you’ll find all the information you need to help you and your clients go digital with Xero.

What about Xero events?

Attend online and in-person events exclusively available to our partners. Including the biggest, most beautiful accounting conferences – Xerocon – usually held in several cities each year.

Resources for Xero partners

Whether you’re looking to boost your social presence or increase engagement with your clients, the Xero partner toolkit has the tools and resources you need as a Xero partner.

The Xero partner branding guidelines provide advice on choosing the size, clear space, and colour of Xero logos, badges and ribbons in advertisements and signage using Xero branding.

Partner programme terms and conditions

When you sign up to the Xero partner programme, you will be asked to accept our terms of use and privacy notice, available in the legal centre. If you sign up to the Xero partner programme you will also be asked to accept the Xero partner agreement.

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Data and security

Xero is certified as compliant with ISO/IEC 27001:2013 which is globally recognised as the premier information security management system (ISMS) standard. We're committed to the security of your data and provide multiple layers of protection for the personal and financial information you trust to Xero.

Find out more about Xero’s commitment to security.

We take our responsibilities under GDPR seriously.

You can read about Xero’s compliance with GDPR here.

Similar to many SaaS providers, we use a top-tier, third-party data hosting provider (Amazon Web Services) with servers located in the U.S. to host our online and mobile services. We put in place appropriate safeguards – in line with EU law – when personal data is hosted or processed outside of the European Economic Area.

Find out more about Xero’s commitment to data protection here.

If you cancel your subscription, the data in that subscription will be archived and held in the Xero platform in accordance with our data retention policy. While archived, data held within the subscription cannot be accessed by anyone. If you prefer, you can request for the data to be deleted. Once a subscription has been cancelled in Xero, you will still be able to get access to the data in the future for up to seven years, unless you request it to be deleted. This can be done by reactivating the relevant subscription. If you cancel your subscription during a free trial, you won't be able to reactivate that subscription, so we recommend you download a copy of your data.

Export your data out of Xero first

Yes, you can export your data from Xero at any time.

You can find more information on exporting data here.

With your permission we will send you marketing emails from time-to-time. These will primarily be informing you about upcoming events, new products and special offers that could benefit your practice. You can unsubscribe at any time by following the instructions in your latest marketing email. When it comes to marketing communications, you can ask us not to send you these at any time – just follow the unsubscribe instructions contained in the marketing communication.

Account settings

You can reset your password via the ‘Forgot your password?' link on the login page, or by entering your subscriber email address in the following link.

Reset your password

Once you've reached the sales invoice or bill limits, any additional sales invoices or bills will save as drafts. If you need to process more transactions than your subscription plan limits allow, you'll be offered a one-off extension of an additional five bills, five invoices, and ten statement line reconciliations. The extensions can only be used once, and if they aren't offered it means that you've already used them. You can also upgrade your subscription at any time.

Once you've set up your business in Xero it's easy to invite a user. Simply select the Staff tab in My Xero, then click ‘Invite staff’. If you need more instructions

Learn about how to add users on our support website, Xero Central

No, you will need to access Xero via a web browser to do that. Simply log in to Xero and click on ‘Subscriptions and billings’ to upgrade your account.

We have a dedicated support team who can assist so please get in touch.

Here’s how to contact support.

Xero Central is the place to go when you're looking for help or support. You'll find 'how-to' steps, trouble-shooting articles, explanations of Xero features and practical tips, as well as discussions and advice shared by other users.

Xero Central

Try Xero for free

Access all Xero features for 30 days, then decide which plan best suits your business.

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For accountants and bookkeepers

Keep your practice a step ahead with Xero accounting software.

Working together makes everything better

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