Support and security
Send context, not credentials.
For connection help, privacy requests or security reports, contact Atlas Flow at support@atlas-flow.com.
Support channel: email · Pilot service level: no guaranteed response SLA
What to include
- A plain-language description of what you were trying to do.
- The displayed connection stage, such as support installed, configured, choose organisation, connected or reconnect required.
- Whether you were using a Xero Demo Company or a real organisation—without sending the organisation ID.
- The approximate local time of the problem and the safe error code shown by the Assistant.
- Whether retry, restart, reconnect or disconnect changed the result.
Connection troubleshooting
Authorisation did not finish
Return to the Connections screen and start a fresh Xero authorisation. OAuth state and PKCE transactions expire and cannot be replayed. Do not send the callback URL because it may contain a one-time authorisation code.
The expected organisation is missing
Cancel the selection. Confirm in Xero that the signed-in user is authorised for the intended organisation and repeat authorisation. Agent Atlas requires you to explicitly select the organisation and never silently uses the first result.
Reconnect required
A revoked, expired or invalid rotating refresh credential can move the connection to a safe reconnect state. Review the notice and authorise again. Do not attempt to copy or manually repair encrypted credential files.
A read tool failed
Record the tool name and safe status code, then try once more after the indicated rate-limit period if applicable. Verify the source information directly in Xero before relying on an incomplete response.
Disconnecting
Use the two-step Disconnect Xero control. It attempts remote Xero connection deletion or token revocation, encrypted local credential deletion and removal of the managed Xero MCP configuration entry. Review the separately reported remote and local results. You can also revoke the app in Xero’s connected-app settings.
If remote revocation fails but local deletion succeeds, revoke the app directly in Xero. If local deletion fails, stop using the connector and contact support with the safe status only.
Privacy requests
To request access, correction or deletion of information held by Atlas Flow, email support@atlas-flow.com with the subject “Privacy request”. Describe the relevant relationship and request without including credentials or accounting records. Identity or authority may need to be verified before action is taken.
Security reports
Use the subject “Security report” for suspected credential exposure, unauthorised organisation access, unexpected write capability or sensitive information in logs. Disconnect and revoke Xero access promptly if continued access may create risk. Do not publicly disclose live credentials or customer accounting information.
Before connecting a real organisation
The first live acceptance run must use a Xero Demo Company. A real organisation should be considered only after read-only scopes, explicit selection, tool outputs, refresh behavior, restart persistence and disconnect cleanup have passed review. Invoices, contacts, payments, banking, journals, and settings cannot be changed in the pilot.
Support limitations
Agent Atlas is an early pilot. Atlas Flow does not currently promise a response deadline, continuous availability or emergency accounting support. For urgent Xero account security issues, use Xero’s own support and connected-app controls. For urgent accounting, tax, legal or financial matters, contact an appropriately qualified professional.