Conversion Support

Conversion Support

Support & Assistance for Your Conversion

We offer various support options at every stage of your conversion process.

Pre-conversion

If you have specific requirements or questions prior to converting, we recommend:

✅ Getting in touch – Reach out to us via email at support@jetconvert.com or use the live chat on our website for the fastest response. 

  • Australia: 1800 77 00 35 (9 AM – 5 PM AEST)
  • New Zealand: +61 7 5334 1222 (Midday – 8 PM NZT)
  • USA: 1-800-610-3384 (4 PM – Late PT)

✅Reviewing our Knowledge Base - For conversion specifics such as:

  1. Payroll (AU only) 
  2. Inventory
  3. Jobs/classes/categories
  4. Transactions
  5. Chart of Accounts
  6. Contacts

✅ Following the Pre-Conversion Checklist - Downloaded from our website home page.

During the conversion

Info

To request support, include:

  1. Migration ID - This a 6 digit number provided.
  2. Screenshot - from the source and Xero file (if applicable)

📧 Email support@jetconvert.com – Response time 2-4 business hours.
💬 Use live chat on our website during Queensland business hours.
📚 Outside business hours? Click "Need help?" for our Knowledge Base.

Post conversion

Each accounting package has system differences, which can affect how data is structured. Our software applies 100+ rules to ensure accuracy and consistency, though the way data appears in Xero may differ from the source file. Rest assured, we do not deliver any Xero organisations unless they pass our strict Quality Assurance checks. To ensure a smooth transition, please review the Conversion Action Checklist once you receive your Xero subscription.

Note: We’re always happy to assist with your questions. To ensure the best support, we recommend reaching out within 7 business days of receiving your conversion. This allows us to review your data while it remains unchanged, ensuring accuracy and consistency with the source file. If any edits have been made in Xero, it may affect our ability to investigate your enquiries effectively.

Further Investigation & Support

To ensure we can assist you effectively, please reach out with any data queries before making changes in your Xero organisation. If data has been modified after conversion, our ability to investigate may be compromised, as changes can impact the original data integrity. The longer Xero is in use, the harder it becomes to assist with your enquiry.

✔ Check our Conversion Features & Action Checklist.
✔ Search our Knowledge Base for answers and review 'How data converts'.
✔ Use Live Chat for general inquiries

For your technical questions we have an expert team of qualified accounting professionals dedicated to technical advice.  We will need the following to quickly and effectively investigate your question:

  1. Migration ID: Six digit number provided on all email and paper communication during the conversion.
  2. Explanation: An Email to support@jetconvert.com detailing your enquiry
  3. Screenshots: of how the data appears in the source file prior to conversion and also how it appears differently in Xero
  4. Source Data used for conversion: For privacy and security, financial information is deleted after 7 days. If needed, we may request you to re-upload the source file or grant us access to the original system to assist with any inquiries.
  5. Access to your Xero organisation: if we have been removed, please invite us as an adviser with payroll access (Instructions on how to give access to another user):

Name:  Jet Convert
Email address:  support@jetconvert.com

Weekday Response times
Once we have the necessary information to assist we aim to provide a response within the below timeframes: 
  1. Accelerate package: Within 24 hours
  2. Standard packages: Within 48 hours

AlertIn the unlikely event of a conversion error, we will fix it free of charge, provided you have followed the Action Checklist and reported the issue within a timely period of receiving your Xero organization. We do not offer detailed support when errors result from data being amended or deleted post-conversion and as a result impact the integrity of the converted data. We can reconvert the file (for a fee) or recommend a Xero Certified trainer who may assist you. 

Using Xero After Conversion

📚 Self-Help: Xero's self-help centre and their Knowledge Base is an excellent resource – visit support.xero.com.

👩‍🏫 Need training & assistance? We have partner with expert Xero Advisors for Australian customers. Register via our website.



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