Xero Customer Care: A Practical, Expert Guide (2025)

What Xero Customer Care Looks Like

Xero provides support primarily through Xero Central, an online help and case-management portal that operates 24/7. Rather than a traditional phone helpdesk, Xero runs a follow-the-sun support model with teams in multiple regions, so cases are handled continuously. This approach is designed to preserve security, keep a clear audit trail, and route your query to a specialist quickly.

Founded in 2006 in New Zealand, Xero now supports businesses in dozens of countries. Despite the global footprint, the support experience is consistent: log a case via Xero Central, receive updates by email and in-portal, and reply in the same thread to keep context intact. In urgent situations (for example, payroll deadlines), Xero can prioritize cases when the impact and deadline are clearly stated.

Official Ways to Get Help

Start at Xero Central: https://central.xero.com. After signing in with your Xero credentials, choose “Get support” (direct link: https://central.xero.com/s/contact-support). Your product area and organization details help route the case. For real-time platform health, check the status page at https://status.xero.com before raising a case—if there’s an incident, Xero will post updates and estimated resolution timelines there.

Developers should use the documentation and support entry points at https://developer.xero.com, which includes API guides and contact options for technical issues. App-related questions are best directed to the app developer listed in the Xero App Store at https://apps.xero.com; Xero Support can assist with the Xero side (permissions, connections), while the app publisher troubleshoots their integration. Xero does not provide a general inbound phone number for product support—treat unsolicited calls, WhatsApp/Telegram messages, or social DMs offering “Xero support” as high risk for phishing.

Build a Bulletproof Support Case

Well-structured cases are resolved faster. Include precise context, timelines, and artifacts so the first reply can be a solution rather than a request for more information.

• Organization identity: legal/trading name as in Xero and the email of the Xero subscriber or org admin raising the case.
• Scope and impact: which users, which feature (e.g., bank feeds, invoicing, payroll), and how many records are affected (e.g., “42 invoices dated 2025-08-01 to 2025-08-31”).
• Exact timelines: when it last worked, when it failed, with timezone (e.g., “Issue started 2025-08-26 14:15 NZST”).
• Error evidence: full error text, screenshots, and where applicable a short screen recording showing the steps.
• Steps to reproduce: every click/field leading to the issue, including sample values used.
• Environment details: browser (e.g., Chrome 126.0), operating system (e.g., Windows 11 23H2), private/incognito test result, and any browser extensions disabled.
• Network context: are you behind a VPN or corporate proxy; whether the issue reproduces on a mobile network or different location.
• Bank feeds: bank name, connection type (e.g., Open Banking), last successful sync date, date range of missing transactions, and only the last 4 digits of the account (never full account numbers).
• Files and logs: CSV examples, PDFs, and a HAR file captured while reproducing the issue (from the browser’s developer tools) if requested.
• Integrations: name/version of any connected app, when it was last reauthorized, and any app-side error IDs.

Keep all replies in the same case thread. If you discover new symptoms, add them to the existing case instead of opening a duplicate—this preserves history and avoids split investigations.

Timelines, Priorities, and Escalation

Xero aims to respond quickly to new cases—many receive an initial reply within a business day, often sooner depending on complexity and regional load. Some issues, such as bank feeds needing action from a financial institution or an aggregation partner, can require multiple business days. In the UK and EU, Open Banking connections commonly require re-consent every 90 days by regulation; if re-consent lapses, transactions may pause until you reconnect.

Flag urgent, time-sensitive events in your case subject and first paragraph—for example, “Payroll filing deadline 2025-09-05 17:00 BST” or “VAT return due 2025-10-07.” Provide the regulator or bank deadline and local timezone. If impact escalates (e.g., more users or larger data slices affected), update the same case with new counts and dates so triage can adjust priority.

First‑Aid for Common Issues

• Sign-in and 2SA: If two-step authentication is the blocker, use your backup method (authenticator or recovery codes). See security guidance at https://www.xero.com/security/. If locked out, request account recovery through the sign-in flow; for organization access, coordinate with another org admin to re-invite you.
• Bank feeds not updating: Check https://status.xero.com first. If clear, open your bank connection in Xero and re-authenticate; in many UK/EU banks you must explicitly re-consent every 90 days. Confirm you’re selecting the correct account during re-linking.
• Browser behavior: Test in a private/incognito window, disable extensions, and ensure third‑party cookies aren’t blocked for Xero domains. Clear cache for login.xero.com and go.xero.com, then retry.
• Payroll anomalies: If a pay run isn’t filed, consider reverting and re‑running with corrected data. If already filed with a tax authority, create an adjustment in a subsequent pay run per local guidance in Xero Central.
• Bank reconciliation mismatches: Export a reconciliation report and a statement CSV for the same date range; compare opening/closing balances and identify the first divergence date to narrow the investigation.
• Integrations/API: Verify the app’s connection status in Xero, reauthorize if expired, and review the app publisher’s status page. Developers should check current API limits and any incident notices at https://developer.xero.com.

These steps often resolve the issue or at least produce the artifacts Support needs to act without delay.

Security and Fraud Awareness

Xero will never ask for your password or full credit card/bank account numbers in a support case. Do not install remote‑access tools at the request of anyone claiming to be “Xero support.” Communications should originate from xero.com domains and case updates appear inside Xero Central. If you receive a suspicious email, verify links by hovering and compare against the known URLs in this guide.

Limit sensitive data in attachments: mask bank details to the last 4 digits, redact personal identifiers not needed for troubleshooting, and use the case portal to share files instead of unsecured email threads. If you suspect account compromise, rotate passwords, revoke suspicious devices, review organization user access, and alert Xero via a case immediately.

Working with Banks and Apps

Bank feed issues sometimes require action from the bank or an aggregation partner. Provide precise dates and the account’s last 4 digits so Xero can coordinate. If your bank mandates periodic re-consent (common every 90 days in UK/EU Open Banking), set calendar reminders; missed re-consent is a frequent cause of paused imports.

For marketplace apps (e.g., payments, ecommerce, time tracking), contact the app publisher via the support link on their listing at https://apps.xero.com. Describe what the app shows versus what Xero shows, and include any app-side error IDs. This parallel approach—one case with the app, one case with Xero—often halves the resolution time by removing back-and-forth.

Example Workflow: Fixing a Missing Bank Feed

You notice no transactions have imported since 2025-08-01. First, check https://status.xero.com for an incident. If clear, open the bank connection in Xero, select the affected account, and re-authenticate with the bank, confirming consent for the correct accounts. After reconnecting, wait for the next scheduled import, then manually refresh if the bank supports it.

If transactions remain missing, open a case at Xero Central and include the bank name, connection type (e.g., Open Banking), last successful import date/time (with timezone), the date range missing, and masked account digits (e.g., “…1234”). Attach a statement CSV for 2025-08-01 to today and a screenshot of the bank’s online portal showing posted transactions. This typically gives Support everything needed to investigate or escalate to the bank partner.

Quick Reference

Support portal: https://central.xero.com (Contact Support: https://central.xero.com/s/contact-support). Platform status: https://status.xero.com. Developer resources: https://developer.xero.com. Xero App Store: https://apps.xero.com. Security guidance: https://www.xero.com/security/.

There is no published phone number for general Xero product support. Always initiate help via Xero Central, keep all correspondence in a single case, and include concrete timelines, artifacts, and masked data to speed resolution.

Does Xero have good customer support?

Overall xero has been excellent for our non-profit. Easy to use and a LOT of features for the price make this a no-brainer. Great value and customer support.

What is a Xero contact?

In Xero, a contact is a customer, supplier, or an employee. Each has a primary person with the option to add more than one person to that contact. The below screenshot shows a contact being edited in Xero. You can see where you can “Add another person” to a Contact.

Can I contact Xero by phone?

We don’t offer inbound phone support so we don’t have a telephone number you can call, but we do make calls to help you when needed. Just go to Xero Central and, if the support articles don’t answer your question, you can get in touch with your details and ask us to phone you.

Is Xero a Chinese company?

Xero Limited is a New Zealand technology company that provides cloud-based accounting software for small businesses. The company has offices in New Zealand, Australia, the United Kingdom, the United States, Canada, South Africa and Singapore.