Community guidelines

What is the Xero Community?

The Xero Community is a vibrant space for anyone interested in Xero, whether you're a customer, bookkeeper, accountant or simply exploring our platform. We provided places to connect, learn, and grow. Engage in discussions on Xero Central, share your ideas for product improvements, or connect with us and others through our social media channels. Ask questions, find answers, and collaborate on solutions for using Xero products and managing small businesses. We're here to help you become a Xero expert, build your professional profile on Xero Central, and support your business journey.

Here are different ways you can participate in Xero’s community

• Xero Central discussions: ask questions and find answers from other Xero users, including many accounting and bookkeeping partners. You’ll need to be connected to a paid subscription in order to participate. Find out how to upgrade your plan.
• Product ideas: submit feedback and suggestions for changes to Xero, and contribute to existing suggestions from the Xero Community.
• Xero Developer API feature requests: Submit feedback for improving the Xero Developer APIs.
• Xero social media: Engage business owners, accountants and bookkeepers through Xero’s social media platforms, and moderated online groups like Facebook, Instagram, LinkedIn, TikTok, X, and YouTube.

Other sources of support

• Use the Xero advisor directory to find an accountant or bookkeeper to help support your business.
• Contact Xero support for direct one-to-one help through Xero Central. When you raise a case with Xero you have the option to invite Xero Support into your organisation for more personalised answers.
• Search across all the support or learning content: articles, small business getting started guides, videos, in-depth courses, webinars and certification are right at your fingertips.

Xero's participation

To maintain relevant and current content, we have teams keeping an eye across our communities, reading your posts, sharing feedback to the appropriate teams, and joining conversations where we can offer product or technical help. Our product teams and leadership consider your feedback in their strategies and prioritisation planning.

We may edit content to remove sensitive or inappropriate data, merge duplicates, apply relevant topics, and archive older conversations.

On product ideas we also regularly review and keep you updated of the status as ideas progress. Ideas that don’t build traction (votes and/or comments) may be removed as part of this review.

Playing nice

You can log in and contribute to the discussion and ideas at any time. Though we have a team moderating the forums, they won’t participate in every conversation.

To make it an enjoyable experience for everyone please:

• use your real name and website links
• don't impersonate anyone else or use their name
• be mindful of sharing personal information – your own or other people’s – without their consent
• only use images and other intellectual property that you have ownership of or permission to use
• credit people's work when you're referring to other images or copy
• don’t promote or post illegal or naughty stuff
• don’t post links to malicious content
• don’t spam us with advertisements, promotions, contents and posts of a commercial nature
• don’t SHOUT using all caps – words and links to screenshots are just as effective
• use language that’s positive, constructive and shows that you’re open to feedback and advice
• show respect to each other and our differences – we’re all in this together
• we don’t accept harassment of any form
• don’t post content that is offensive, abusive, threatening, harassing, defamatory, pornographic, obscene, or condescending
• consider your content to make sure your posts have a clear purpose, and add value

We reserve the right to prevent users from participating in Xero’s Community, and remove posts that aren't in the spirit of the Community or that breach these rules. Additionally, comments that link directly to non-Xero websites or landing pages, spam or inappropriate comments may be removed. We also use automation tools to both filter posts to detect spam and to proactively prevent certain content being shared in the first instance. We encourage members to help and support one another. The views expressed in content posted by Xero Community participants are views that are not endorsed by Xero.

In addition to these guidelines, the use of the Community is subject to the Xero terms of use and the Xero privacy policy.

By participating, you agree to these guidelines as updated from time to time.

How to report a post

If you see, or receive notification of a post that you feel is inappropriate you can Flag the post to report this to the Xero Community team. We will review and take action as needed. We have steps on how to flag a post on Xero Central Discussions, and Xero Product Ideas.

Illegal content under the Digital Services Act 2022 (EU)

Please note that, consistent with our obligations under the Digital Services Act 2022 (EU), we have a separate process for reporting posts that you believe include content that is illegal in the European Union; see details of Xero’s law breach reporting mechanism.

How we respond to your reports

Xero Central and Xero Product Ideas

We’ll consider any flags that we receive via Xero Central or Product Ideas to understand whether the post in question violates these community guidelines, goes against their spirit or requires moderation for one of the other reasons listed above.

We will then make a decision without undue delay about the appropriate action to take based on the community guidelines above, balancing these considerations with having due regard to the rights and legitimate interests of all parties involved, including the fundamental rights of our users, such as the freedom of expression, freedom and pluralism of the media, and other fundamental rights and freedoms of our users.

If we edit your post, we will endeavour to note this on the post and the reason why.

Reports of illegal content under the Digital Services Act 2022 (EU)

For reports of illegal content made under the Digital Services Act 2022 (EU), we’ll take a similar approach to what we have outlined above, considering instead the potential illegality of the content according to the EU law you direct us to. We will also share a confirmation of receipt, and share an update with you as to the outcome.

In addition, we will share a statement of reasons to the affected user advising:

• the action taken
• the facts and circumstances relied on including that the post was reported by another user or individual
• if any automated means were involved in the consideration we gave the post
• why we consider the post to consist of illegal content or content in violation of our terms, and
• directing the impacted user to the avenues for redress below

If you think we’ve made a mistake about your report under the Digital Services Act, please consult our Digital Services Act page.

Statement of reasons as to why we might have moderated your content

If we have moderated your content on one of the platforms referred above, we would have done so because we either received a report from another user or individual, or it was flagged by our team or one of the automated tools we use.

As a result, we may have decided to edit or delete your post, or take an action relating to your account for one of the reasons we explain in the community guidelines above or if we believed the post contained illegal content, and we considered this action was appropriate in light of the circumstances.

If you think we’ve made a mistake in respect of your content, please consult our Digital Services Act page.