Invite Xero Support into your practice

If you asked us a question about your practice in Xero, you can invite us in so we can log into your account and take a closer look.

You'll need to have Practice Administrator or Principal permissions.

Practice Administrator and Principal permissions

Invite Xero Support into My Xero for your practice

If you need help with anything in your practice's My Xero, you can invite Xero Support into your practice. This gives Xero Support restricted access to your My Xero green tabs. We won't be able to view or access any of your clients' organizations, or access your practice organization, unless you specifically allow it.

To invite Xero Support into your practice:

  1. From the header, click the list icon Image showing the list icon, then select My Xero.

  2. Click the Staff tab.

    Image showing staff tab in My Xero.

  3. Click Invite Xero Support.

    Xero Support will show as a user of your practice with Staff permissions.

  4. Click Contact Xero Support at the end of this page and let us know you've invited us into your organization.

You can remove access using the same screen from which you invited Xero Support.

Invite Xero Support into your practice organization

With this invite, you are giving us access to your practice organization only. This includes payroll in Xero, if your organization uses this feature. Xero does not have access to any of your client organizations, or My Xero.

There are 2 ways you can invite us in to your organization:

Invite Xero Support when you contact Xero Support

You can choose to invite us in when you first contact us. This will help us to help you more quickly.

  1. From the main header, click the question mark icon.

    Image showing question mark icon.

  2. Click Contact Xero Support.

    Image showing Contact Xero Support option from Help menu.

  3. Select either:

    • I need help to do something
    • I think something is broken

    Image showing help options.

  4. Add your subject and the issue details.

  5. Select the checkbox for Give Xero Access to [your practice organization].

    Image showing check box checked.

  6. Click Send Support Request.

Invite Xero Support as a user

  1. From the header, click the list icon Image showing the list icon, then select My Xero.

  2. Go to the Home tab and click on your practice name.

  3. In the Settings tab, click General Settings.

  4. In the General Settings screen, click Users.

  5. In the Users screen, click Invite Xero Support.

    Image showing the Users screen and the Invite Xero Xero Support button.

  6. Click Contact Xero Support at the end of this page and let us know you've invited us into your organization.

Remove Xero Support or change its access

You can remove Xero Support at any time from your practice or practice organization. You can also change Xero Support's access level to accounts.

Remove access to your practice (My Xero):

  1. From the header, click the list icon Image showing the list icon, then select My Xero.

  2. Click the Staff tab.

  3. Click Remove Xero Support.

Remove access to a client's organization:

  1. In the Settings tab, click General Settings.

  2. In the General Settings screen, click Users.

  3. In the Users screen, click Remove Xero Support.

Change Xero Support's level of access to accounts:

  1. In the Settings tab, click General Settings.

  2. In the General Settings screen, click Users.

  3. In the list of users, click Xero Support.

  4. Select the user role you want to give to Xero Support.

    If you want to remove Payroll Admin access, clear the Payroll Admin checkbox.

  5. Click Save.