Getting Help
What kind of support is available to me?
Community
Live Chat
SLAs
Office Hours
Community Support
On the Xano community, you're able to post your questions at any time and receive assistance. You can sign up or sign in using your existing Xano account.
Participation in the Xano Community requires following the Community Code of Conduct and the Community Content Modification Policy
Visit the Xano Community at https://community.xano.com/
Email Support
Email support is available to users on our Starter plan and above. You can reach out to our support team by emailing [email protected], and we will respond as soon as we can.
It's important to ensure that as much information as possible is provided in your initial message to ensure a timely and helpful response, listed below.
What should I send to support?
Workspace name
API endpoint/function/task that is slow (please include the URL in your address bar)
JSON payload, if you are passing data
Email or user ID, if authentication is required
Detailed steps to reproduce the issue being reported
If you're reaching out regarding performance issues, a screenshot of your usage graph and API request graph
This is available by clicking your initials in the lower-left corner and clicking Instances.
This is available by clicking Dashboard on the left-hand side menu.Other helpful information (describe the issue in detail), for example:
Is this always slow? intermittent?
Is this endpoint returning records? If it is, how many records is it returning, and does the amount of records seem high for what you are expecting or is it normal?
Live Chat Support
Live chat support is available for users on our Pro plans and above, from 2AM to 6PM PST during regular business days, typically Monday - Friday, except for holidays.
You can access our support chat by clicking 🛟 Help in the lower-left corner anywhere inside of Xano, and clicking Support Chat
Office Hours
Once a week, we hold live Office Hours sessions with members of the Xano team and community. These sessions give you an opportunity to present an issue or question you might have about working in Xano and get limited live assistance.
These sessions are free, and available to everyone. You do need to sign up in advance, which can be done by visiting this link.
Premium Support
Premium Support is available as an add-on for our Pro plan. You can add this at any time from your Billing screen.
Cost: $150/mo
Business Day SLA: 8 hr response time
White House Support
Users on a custom plan can opt to include White House support, enabling a special escalation path for critical issues.
This escalation service is limited to addressing service outages, not standard support issues. If minimizing downtime is critical for your business, this service is ideal.
During a service outage, you can page the on-call engineer, with typical response times under an hour.
Common causes of system instability include:
Increased traffic overloading the system
Increase in data volume stressing the database
Denial of service attacks
User errors within the function stack
Hardware problems
Possible courses of action include:
Issue diagnosis
Temporary increase in server resources
Database index optimization for performance
Rate limiting assistance for denial of service attacks
Long-term recommendations for functionality changes or plan upgrades to enhance protection against attacks and increased traffic
To initiate a White House escalation, open the support chat and start a new conversation. Two options will appear: normal premium support or emergency support - select the emergency support option.
This method must be used in order for auditing purposes and emergency alert notifications to reach the Xano engineer on call. The use of other channels cannot guarantee the outlined response times.
Learning Resources
Xano on YouTube
xano.com/learn
Xano Community
Hire a Certified Expert
Whether you need a quick coaching session, help solving complex problems, or a full project build, Xano's Certified Partners are ready to step in. Every expert in our directory has been vetted by Xano, so you can trust them to deliver quality work and practical solutions. Need help figuring out who’s the right fit? Use our matchmaking form to share your project details, and we’ll connect you with a few certified experts we think match your needs best. From there, you can discuss your project directly and decide how hands-on you want them to be. Some ways our Certified Experts can help:
Troubleshoot challenges and guide you past roadblocks
Migrate data from other tools or databases
Build custom integrations with other services
Fully design and build your backend (and even your frontend, if needed)
Ready to get started? Visit our Certified Partner directory and find the help you need today.
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