How to contact Xero support and how long does it usually take them to respond to a support tickets?
Normally they get back to you pretty quick – up to 24 hrs and sometimes even less than an hour. Although if they’re swamped so it may take a while.
Also, it really depends on the issue. They usually resolve trivial issues right away, but a complex situation can take a long time. We had a problem once that took more than 10 days to resolve. This us when I learned that the best way to work with them is to have an account manager you’re in regular touch with and then you can just email them directly.
In Australia they have an account manager directory:
If you can’t contact your account manager then watch this video to see the best way to contact Xero support: https://www.youtube.com/watch?v=L4VhDpDQH18
The video simply shows you that you need to click the question mark icon on the top right corner of the screen. A popup will open with relevant help articles and video tutorial. And if you still can’t find what you’re looking for just click ‘Contact Xero Support’ at the bottom of the popup. Then write your question, add any necessary information and attach a screenshot. Then they should get back to you.
I recommend using the way I just described because if you just try to send them an email it may take a while…