# Xero: Critical incident: US: Payroll (Powered by Gusto) - customers will be unable to access US Payroll in Xero

**Summary:** Xero reported a critical outage preventing US customers from accessing US Payroll (Powered by Gusto), starting 2026-09-28 20:32 UTC and resolved at 2026-09-28 21:23 UTC, lasting 51 min. Xero attributed the outage to an issue on Gusto's side; Gusto implemented a fix and resolved it. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-09-28 20:32 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/19lcn4mg188f](https://stspg.io/19lcn4mg188f)
- [Company: Xero](https://rewindex.com/company/xero.md)
- Versions: before (none: first archived) → after incident\_version:223/c31jmzd44gyc@7598c02b6b8e
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ US: Payroll (Powered by Gusto) - customers will be unable to access US Payroll in Xero
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-09-28 20:32 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-09-28 21:23 UTC
```

**6. Added: Affected components**

```diff
+ United States - Regional Products - US Payroll, powered by Gusto, US Payroll, powered by Gusto
```

**7. Added: Update** (identified) · 2026-09-28 20:32 UTC

```diff
+ We're aware that customers are currently unable to access US Payroll in Xero, due to an issue on Gusto's side.  Our Product Team is working with Gusto to restore service.  This is our top priority and we will update you as soon as we can.
```

**8. Added: Update** (monitoring) · 2026-09-28 21:05 UTC

```diff
+ Gusto has implemented a fix and we are currently monitoring the results.
```

**9. Added: Update** (resolved) · 2026-09-28 21:23 UTC

```diff
+ Gusto has resolved the issue impacting US customers trying to access and use US Payroll. For further insights, check <a href-"https://gustoapi.statuspage.io/incidents/6f4lcjk2w7vz">Gusto's Status Page</a>
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-09-28 20:32 UTC | Critical incident: US: Payroll (Powered by Gusto) - customers will be unable to access US Payroll in Xero (this change) | outage |

All Xero changes: [timeline](https://rewindex.com/company/xero/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i058b8c6391d419 · Markdown: https://rewindex.com/change/i058b8c6391d419.md · JSON: https://rewindex.com/api/v1/changes/i058b8c6391d419 · Generated 2026-10-18T02:31:52.872Z