Help with Xero
Your guide to support options, troubleshooting and when to use an advisor
Many business owners are unsure where to turn when they need help with Xero. Some issues require Xero Support, others need a Xero Certified Advisor and some can be resolved with simple checks. This guide explains each option clearly so you know how to get the right help at the right time.
How to get help with Xero
Help with Xero is available through Xero Central for technical issues and through certified advisors for setup, bookkeeping and configuration. Xero does not offer phone support. You can submit a support case directly from your Xero account or engage a Xero specialist if you need help understanding or managing your file.
How to submit a support case in Xero Central
You can raise a support case from inside your Xero account. This is the only official way to contact Xero.
Click the Login button in the top right corner and login with your Xero credentials.
Select Contact Support button at the top right corner.
Describe your issue in the search box. Xero will suggest relevant help articles as you type.
If none of the articles resolve the issue, scroll down and select I still need help.
Complete the form with clear details and attach screenshots if needed.
Submit the case and monitor your email for updates. Replies will also appear inside your Xero account.
What Xero Support can help with
Xero Support handles issues with the software and how its features work. This includes:
Login and authentication problems
System errors
Bank feed connection faults
Feature bugs and unexpected behaviour
Outage or performance issues
Questions about how a specific Xero feature works when the online guides are not clear
Xero Support will help you understand how the software is designed to work, but they will not tell you how you should code transactions, interpret GST rules or run your bookkeeping.
What Xero Support does not cover
Xero Support will not advise on:
How to code transactions
Which GST codes to use
Correcting historic errors
Setup decisions
Payroll interpretation or awards
These issues require either a Xero Certified Advisor, a registered BAS agent or a Tax Agent.
When to get help from a Xero Certified Advisor
Some problems are not technical. They come down to configuration, process or bookkeeping choices. A certified advisor can help with:
New Xero file setup
Fixing coding or reconciliation problems
Reviewing your chart of accounts
Resolving GST issues
Preparing for BAS
Improving day to day bookkeeping
This is where our services are usually the best fit. We focus on accurate setup, clean processes and helping you build a file you can manage confidently.
Common Xero problems you can check yourself
Before you contact Xero or an advisor, it can help to check these simple issues.
Browser errors. Try clearing your cache or switching browsers.
Duplicate transactions. Check for manual imports.
Incomplete reconciliations. Review any unreconciled items.
You can also check the Xero System Status page to confirm if there is a known outage.
If your bank balance looks wrong in Xero, see our guide on how to troubleshoot this.
Should you hire a bookkeeper
If your challenges relate to bookkeeping, not software faults, working with a Registered BAS Agent Bookkeeper can save time and reduce costly mistakes. A bookkeeper can help you understand what is happening in your file, keep your records accurate and ensure your coding aligns with ATO requirements. This is especially important for new businesses who want strong financial foundations from day one.
How we can help
We assist business owners who want clarity, structure and confidence in Xero. Our support includes:
New Xero setups built the right way
A diagnostic Xero health check to uncover hidden issues
Ongoing bookkeeping and payroll services
Tailored guidance to help you manage your file safely.
Knowing where to get the right type of help saves time and prevents mistakes. Whether you need technical troubleshooting, bookkeeping guidance or a fresh start with a clean Xero setup, this guide can help you choose the correct path.
DISCLAIMER
The information in this article is general in nature and provided for educational purposes only. It does not constitute personal financial, legal, or tax advice and should not be relied upon as such. Every business has unique circumstances, and we strongly recommend consulting with a registered tax agent, BAS agent, or legal advisor before making decisions about your company setup, payroll, or financial systems. While care is taken to ensure accuracy, laws and software functionality may change over time.
