Xero: Major incident: Global: Salesforce is currently experiencing a major service disruption impacting multiple instances across all regions, we're aware that some customers are currently unable to raise cases, contact support, use in-app help or access Xero Central
Summary
A major Salesforce disruption across all regions prevented some Xero customers from raising cases, contacting support, using in-app help or accessing Xero Central; Xero platform access was unaffected. The incident ran from 2026-09-16 08:49 UTC to 2026-09-16 15:12 UTC, lasting 6 h 23 min, and was resolved after Salesforce implemented a fix.
Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.
After: Global: Salesforce is currently experiencing a major service disruption impacting multiple instances across all regions, we're aware that some customers are currently unable to raise cases, contact support, use in-app help or access Xero Central
AddedImpact#2
Before: not present
After: major
AddedStatus#3
Before: not present
After: resolved
AddedStart time#4
Before: not present
After: 2026-09-16 08:49 UTC
AddedResolved time#5
Before: not present
After: 2026-09-16 15:12 UTC
AddedAffected components#6
Before: not present
After: Xero Central
AddedUpdateinvestigating#7
Before: not present
After: Salesforce is currently experiencing a major service disruption impacting multiple instances across all regions, we're aware that some customers are currently unable to raise cases, contact support, use in-app help or access Xero Central. We're investigating this with Salesforce as a priority. Please note, this does not impact your access to the Xero platform.
Our teams are actively monitoring the situation. We are in direct contact with Salesforce, who are treating this as a critical incident and working to restore services as quickly as possible. We will share further updates as the situation develops.
AddedUpdateinvestigating#8
Before: not present
After: We're that some customers unable to raise cases, contact support, use in-app help or access Xero Central. We're investigating this with our third-party provider urgently.
AddedUpdatemonitoring#9
Before: not present
After: Salesforce has implemented a fix and we are currently monitoring the results.
AddedUpdateresolved#10
Before: not present
After: Salesforce has implemented a fix for the issue that was preventing some customers are from raising cases, contacting support, using in-app help or accessing Xero Central
Major incident: Global: Salesforce is currently experiencing a major service disruption impacting multiple instances across all regions, we're aware that some customers are currently unable to raise cases, contact support, use in-app help or access Xero Central (this change)
A major Salesforce disruption across all regions prevented some Xero customers from raising cases, contacting support, using in-app help or accessing Xero Central; Xero platform access was unaffected. The incident ran from 2026-09-16 08:49 UTC to 2026-09-16 15:12 UTC, lasting 6 h 23 min, and was resolved after Salesforce implemented a fix.