Get support directly from Xero
Xero manages its own account, payroll, tax, and superannuation settings — RosterElf doesn’t control these. If you’re having an issue that’s specific to Xero itself, the fastest way to get help is to contact Xero Support directly rather than RosterElf. If your issue is instead about how RosterElf and Xero connect and sync — for example, timesheets not exporting or pay items missing — see Getting help with RosterElf or Common Xero errors on RosterElf and how to solve them instead.
1. Sign in to Xero Central and click Need help
1.1. Log in to Xero Central using your Xero account.
1.2. In the top-right corner, click the blue Need help? button.
2. Describe your issue to Xero Support
2.1. When the chat window opens, select your organisation if prompted.
2.2. Type your question or issue in plain language, for example “I need help with superannuation settings” or “Can I please book a call with Xero Support?”
2.3. Xero Support AI will respond and either answer directly or connect you with the right support option, including booking a call with a Xero support agent.
3. Other ways to get help with your Xero account
3.1. Your accountant, bookkeeper, or a Xero-certified partner can advise on Xero-specific configuration for your business, such as your chart of accounts, tax settings, or payroll set-up.
3.2. If you don’t already work with one, browse our find an accountant directory for accredited RosterElf-partner accountants and bookkeepers.
4. When to contact RosterElf support instead
4.1. If your issue is about the connection between RosterElf and Xero — timesheets, pay items, or exports not behaving as expected — contact RosterElf support instead of Xero. See Getting help with RosterElf for all the ways to reach us.
4.2. For the most common integration issues and fixes, see Common Xero errors on RosterElf and how to solve them.
Ways to contact us:
- Email: Reach out to us at customersupport@rosterelf.com
- Book a Video Call: Schedule a free 30-minute video call with our RosterElf Customer Success Team.
- Live Chat: Click the green ‘question mark support button’ at the bottom right of your browser to start a live chat.
- Weekly Webinar: Join our free weekly webinar for tips and live demonstrations.
Don’t hesitate to get in touch; we’re always ready to help!
Frequently asked questions
1. How do I contact Xero support directly?
Sign in to Xero Central and click the blue Need help? button in the top-right corner. Describe your issue to Xero Support AI, which can answer your question directly or connect you with a Xero support agent.
2. What's the difference between contacting Xero support and RosterElf support?
Xero support handles anything specific to your Xero account or organisation — payroll settings, tax, superannuation, and invoicing. RosterElf support handles the connection between RosterElf and Xero, such as timesheets or pay items not exporting correctly. See Getting help with RosterElf if your issue is with RosterElf itself, or Common Xero errors on RosterElf and how to solve them if it’s with the integration.
3. Can my accountant or bookkeeper help with Xero issues?
Yes. Your accountant, bookkeeper, or a Xero-certified partner can advise on Xero-specific configuration for your business, such as chart of accounts, tax settings, or payroll set-up. Find an accredited advisor in our find an accountant directory.
4. What if my issue is timesheets or pay items not syncing to Xero?
That’s a RosterElf↔Xero integration issue rather than a Xero account issue — contact RosterElf support instead of Xero. See Common Xero errors on RosterElf and how to solve them for the most frequent causes and fixes.
5. Do I need to be signed in to Xero to contact Xero support?
Yes. You’ll need to sign in to your Xero account before opening Xero Central’s Need help? chat, so Xero Support can see your organisation and account details.