# 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, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-09-16 08:49 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/pqrgy6lfnzj3](https://stspg.io/pqrgy6lfnzj3)
- [Company: Xero](https://rewindex.com/company/xero.md)
- Versions: before (none: first archived) → after incident\_version:223/pc60kshsvg70@3464cf0faf0e
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ 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
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-09-16 08:49 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-09-16 15:12 UTC
```

**6. Added: Affected components**

```diff
+ Xero Central
```

**7. Added: Update** (investigating) · 2026-09-16 10:19 UTC

```diff
+ 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.
```

**8. Added: Update** (investigating) · 2026-09-16 10:53 UTC

```diff
+ 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.
```

**9. Added: Update** (monitoring) · 2026-09-16 13:56 UTC

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

**10. Added: Update** (resolved) · 2026-09-16 15:12 UTC

```diff
+ 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
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-09-16 08:49 UTC | 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) | 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/i3b03481c88ec46 · Markdown: https://rewindex.com/change/i3b03481c88ec46.md · JSON: https://rewindex.com/api/v1/changes/i3b03481c88ec46 · Generated 2026-10-18T03:25:03.881Z