International Fraud Awareness Week: Don’t pay for Xero support

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This International Fraud Awareness Week, I’d like to ensure all our users know how to get legitimate assistance from Xero. Knowing the right way to get support from Xero can help you avoid being scammed and losing money to bogus phone support sites.

Even if you’re an experienced Xero user, you may occasionally need some help.

Xero Central: your first port of call

If you do need help with Xero, you should start at Xero Central. If you can’t find the answer you need there, you’ll find a ‘Get in touch’ button at the bottom of each article. Getting in touch through Xero Central allows us to ensure we have all the information we need to make sure that the right person can help you with your question.

If you would prefer to chat to someone over the phone, you should still raise a case through Xero Central and try to provide us with as much information as you can before also adding your phone number to the case. We will contact you directly as soon as we can to help solve your problem as quickly as possible.

Don’t trust ‘Xero support’ phone numbers

If you search online for a Xero support phone number, you may come across one of the bogus phone support numbers that we’ve posted warnings about on our Security Noticeboard. These sites say they offer support for Xero, along with many other software vendors, but they actually have no affiliation with Xero. In fact, if you read the fine print at the bottom of their pages they usually say this, but they don’t make that small print easy to find. If you were to phone them, as we have, you’ll find they try to give the impression that they’re working with and on behalf of Xero.

But they’re not working with or on behalf of Xero, and phoning one of those sites is going to cost you money. A small number of our customers have lost hundreds of dollars to these sites, and not received the support that Xero provides for free. Perhaps even more concerning, they typically ask for remote access to your computer and then find some sort of ‘technical issue’ that they’ll fix for a fee, asking for your credit card details to make payment. We’ve even heard of them not releasing access to a customer’s computer until they had their credit card details.

So if you’re looking for support from Xero, take the safe, free option and start with Xero Central or contact us online. You can find more information in our Xero customer and phone support FAQs.

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