Xero Customer Support, Billing, Login and Account Help

Xero provides customer support through online cases rather than an inbound support telephone number. Customers can use Xero Central for help with accounting features, billing, subscriptions, login problems, multi-factor authentication, bank feeds and account security.

Choose the Correct Xero Support Route

How to Open a Xero Support Case

While signed in to Xero, select the help icon and choose the option to contact support. Xero’s assistant may first suggest help articles or ask questions about the problem. If additional help is required, a support case can be created.

You can also open a relevant article in Xero Central, select the support option near the bottom of the article, sign in, choose the affected organization and describe the problem.

Xero sends case updates by email, and open requests can be monitored through My Cases. Xero says customers can generally expect a response in about two hours, although the actual response time can vary with the issue and demand.

Information to Include in a Support Request

A complete first message may reduce follow-up questions. Include:

• The email address associated with your own Xero user account.
• The name of the affected Xero organization.
• A concise description of what you expected and what happened instead.
• The exact error message, without exposing private financial information.
• The date and approximate time the problem occurred.
• The browser, device or Xero mobile app being used.
• Steps already attempted.
• Screenshots with account numbers, tax identifiers and personal information obscured.
• For bank-feed issues, the bank name, affected account and missing transaction dates, but never an online-banking password or verification code.

Xero accepts standard document and image formats with a file-size limit stated in its support instructions. Do not upload passwords, MFA codes, complete payment-card information or documents unrelated to the case.

Xero Telephone Calls and Callbacks

Xero does not provide a telephone number that customers can call for support. When a support specialist determines that a conversation would help, Xero may ask for a telephone number, location and suitable time and then call the customer.

If someone unexpectedly claims to be calling from Xero, do not provide a password or MFA code. Verify that the call corresponds to an official case visible under My Cases or to a message received through the established Xero support process.

Xero Login and MFA Recovery

Start with Xero’s password-reset and account-recovery options. For MFA problems, follow the official Xero MFA troubleshooting guide.

• Try the backup email or security-question recovery method previously configured for the account.
• If a device was lost or stolen, change the Xero password and review the account’s security questions.
• Set up MFA on the replacement device after access has been restored.
• After repeated unsuccessful attempts, Xero may temporarily lock the account. Wait for the lock period to end before trying again.
• If recovery still fails, open an official online case. Xero will require evidence that the requester owns the affected user account.

Xero resets MFA only for the owner of that user account. An accountant, employer or organization subscriber generally cannot complete identity verification for another user’s login.

Compromised Accounts and Phishing

If another person may know your Xero login details, change the password immediately, secure the email account connected to Xero and review MFA. Then open an official Xero support case describing the suspicious activity.

Forward suspected Xero phishing messages to phishing@xero.com. Do not click unexpected sign-in links or open unfamiliar attachments. Enter Xero’s address directly in your browser when you need to sign in.

Review Xero’s security information and its guide to keeping a Xero account safe.

Xero Subscription and Billing Help

The subscriber controls the Xero subscription. This may be the business owner, an employee, an accountant or a bookkeeper. Other invited users may not be able to change the plan, view invoices or discuss subscription-specific billing information with support.

The subscriber can review plan and billing information from the organization’s Subscription and billing area. Before disputing a charge, check:

• The organization and subscription named on the invoice.
• The current plan and any paid add-ons.
• The billing date and applicable taxes.
• Whether a promotion or discount has ended.
• Whether a connected application issued a separate charge.
• Whether a cancellation notice period is still in progress.

Canceling a Xero Subscription

Only the subscriber can cancel a Xero subscription. Xero’s standard paid subscriptions generally require one month’s notice. Access and billing ordinarily continue during that notice period.

Cancellation applies to one organization at a time and does not automatically cancel separately billed connected applications. A subscription purchased through the Apple App Store or Google Play must be canceled through the applicable store.

Review Xero’s current subscription cancellation instructions before submitting the request. Deleting a personal Xero login is different from canceling an organization’s paid subscription.

Exporting Data Before Cancellation

Export important accounting records while authorized users still have access. Depending on the organization and user permissions, these may include the chart of accounts, contacts, invoices, bills, fixed assets, bank-reconciliation information and required financial or tax reports.

Xero’s data export guide explains the available export methods. The business remains responsible for maintaining records required by its legal, accounting and tax obligations.

Bank Feeds and Xero Service Outages

Check the official Xero status page when multiple features are unavailable or a bank feed suddenly stops updating. If no relevant incident is reported, open a support case with the bank name, affected account, error message and dates of the missing transactions.

Do not repeatedly disconnect or recreate a bank feed unless Xero or the financial institution’s instructions recommend it. Unnecessary changes can complicate duplicate or missing transaction investigations.

Subscriber and Organization Access Disputes

The organization subscriber controls invitations and user access. Xero generally cannot give one party access by bypassing the subscriber simply because that person works for, owns or previously managed the business.

If access is disputed, document who subscribed, who owns the business records and what access is being requested. Xero may communicate with the subscriber, but unresolved ownership or control disputes may require assistance from an accountant, attorney, mediator, professional body or court.

If you currently have authorized access and anticipate a dispute, export the records you are legally entitled to retain before access changes.

Escalating an Unresolved Xero Complaint

1. Open an official Xero support case and provide the relevant organization and transaction details.
2. Reply within the same case so the complete history remains together.
3. Ask for escalation and explain the requested resolution if normal troubleshooting does not address the issue.
4. Record the case number, dates, responses and any promised next step.
5. After using the regular support process, Xero’s official contact page publishes ceo@xero.com for matters that remain unresolved.

Do not send passwords, MFA codes, complete bank details or sensitive tax documents to an executive email address. Reference the existing support case and provide only the information needed to identify and review it.

Xero Customer Support FAQ

What is the Xero customer-support telephone number?

Xero does not publish an inbound customer-support number. Support begins through Xero or Xero Central. Xero may call a customer after an online case has been opened.

Does Xero charge for customer support?

No separate support fee should be required. Xero says free, unlimited online support is included with a subscription.

Can I request a Xero callback?

Provide the requested telephone number, location and suitable time in an official support case. A Xero specialist may call when a telephone conversation is appropriate, but a callback is not guaranteed for every issue.

Who can cancel a Xero subscription?

Only the subscriber can cancel it. An invited user may need to ask the business’s subscriber, accountant or bookkeeper to complete the cancellation.

Why was I charged after requesting cancellation?

Xero’s paid subscriptions generally have a one-month cancellation notice period. Access and billing normally continue during that period. Review the effective cancellation date and any separately billed connected applications.

Can Xero reset another employee’s MFA?

Xero requires the owner of the affected user account to complete the recovery and identity-verification process.

How do I report a fake Xero support message?

Forward a suspected phishing email to phishing@xero.com. Change your password immediately if login information may have been disclosed.

Xero Customer Reviews

This restored page currently has no customer reviews. If you have used Xero’s official support process, you may describe the type of issue, the response time and whether it was resolved. Do not post passwords, case attachments, account numbers, employee names or confidential business information.

Reviews containing supposed Xero support telephone numbers may be removed because Xero does not operate an inbound customer-support number.

Related Customer Service Information

• QuickBooks Customer Service

Why Trust This Xero Support Guide?

This page uses Xero’s official contact, support, security, subscription, data-export and service-status resources. It distinguishes Xero’s online case system from fraudulent third-party telephone numbers and clearly separates subscription cancellation from deleting a personal login.

Last reviewed: August 3, 2026.

CustomerServiceNumbers.com is an independent information website and is not affiliated with Xero Limited or Xero, Inc. Xero support procedures, subscription terms and availability may change. Confirm important instructions on Xero’s official website. Xero support does not replace advice from a qualified accountant, tax professional or attorney.