You have a variety of support options to choose from, depending on what works best for you.
Prior to converting your file, we encourage you to get in touch to discuss your conversion needs. You can email us at firstname.lastname@example.org or give us a call:
You can also read how data converts on our Knowledge Base. This is recommended reading if you have data needs such as payroll, inventory or jobs/classes/categories. It also covers how transactions, the Chart of Accounts and Contacts convert.
Finally, make sure that you follow the pre-conversion checklist which can be downloaded from our website home page.
To assist in a smooth enquiry process please provide the below item whenever requesting support:
Out of business hours simply click on the Need help? menu to access the extensive knowledge base, the answer to most questions can be found here. If you have selected an Accelerate package you can also call the sales phone line on the contact numbers above during Queensland business hours.
Our software applies over 100 different rules and functions to deal with software platform differences and accounting practice variations. This may mean the way the data is presented may not be exactly as it was in the source file. However, rest assured we do not deliver any Xero organisations unless they pass our strict Quality Assurance checks. It is very important that you work through the conversion Action Checklist once you have received the Xero subscription. Contact email@example.com if you need to be sent another copy of the Action checklist.
We aim to provide a positive conversion experience so please contact us as soon as you have any queries regarding the converted data. For us to best assist it is important that you contact us with your questions prior to making changes in the Xero organisation. Our ability to effectively investigate your data queries may be compromised if you have been working in Xero and amended the data as originally supplied at the completion of the conversion. The longer you have worked in Xero the more the integrity of the data is impacted. For us to be able to properly investigate your query please notify us of any data discrepancies within 7 business days of your receiving the Xero organisation.
If you have any data related questions we have an expert team of qualified accounting professionals dedicated to technical advice. Email firstname.lastname@example.org and we generally get back to you within 8 business hours for Accelerate package clients and 2 business days for all other packages. We will need the following to quickly and effectively investigate your question:
Name: Jet Convert
Email address: email@example.com
If you have selected an Accelerate package, we will call you to discuss your data related query if the answer is too complex for a written response.
After the conversion process, there may be questions that you may have in regards to how the data has been converted. For us to best assist please contact us with your questions as soon as possible.
As a starting point we recommend reviewing the following:
If you have reviewed the above and still have questions in regards to the converted data we would appreciate the chance to look into your question further.
For us to investigate we will need additional information including the below:
Name: Jet ConvertEmail Address: firstname.lastname@example.org
4. A copy of the source file - We delete the data file after 2 weeks for privacy & confidentiality purposes. To compare the data in Xero with the source file we will need the original accounting data file that was provided for the conversion. If we do not have this we will provide you with an upload link.
The Xero self-help centre has an extremely comprehensive and easy-to-use knowledge database. Alternatively, you can contact the Xero support team via support.xero.com. You will need to be logged in to Xero to post your support request.
If you would like some personal assistance, we have teamed up with a leading Xero Advisor to provide Xero training for Australian customers. You can register interest in Xero training via our website.