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Support that actually supports.Clear guidance, simple steps, and real people when you need them.
Control-C keeps businesses running by helping you stay connected to Xero, XPM, and Cin7 Omni, and by making sure your backups are complete, healthy, and ready when you need them. Search the help library, follow simple checklist steps, or reach out directly. If something feels unclear or urgent, we’ll talk to you in person.
Knowledge base
Search the help library
Find simple checklists, troubleshooting steps, and recovery guides for Xero, XPM, and Cin7 Omni.
- Try “expired Xero token” or “missing attachment capture”.
- Paste an error to get the right checklist faster.
Common Topics
Common topics we help with
Straightforward guides for the things customers encounter most.
- Reconnecting Control-C after a SaaS disconnection
- Fixing expired Xero / XPM / Omni tokens
- Troubleshooting permission issues
- Understanding your first backup
- Resolving missing attachment or journal capture
- Billing questions and plan changes
- Exporting your full dataset
- Using the recovery workspace
- First-time restore rehearsals
Guided Support
Follow this checklist, or switch to human help at any time. The wizard walks you through the most common situations: connection issues, backup status questions, and billing or account changes.
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Step 1, Check your connection
First we make sure Control-C can still talk to your SaaS platforms. A lot of issues come down to expired tokens or changed permissions.
- Verify the link between Control-C and each connector (Xero, XPM, Cin7 Omni).
- Check whether your token is expired or permissions have changed.
- Confirm there are no recent API or authentication errors.
If everything looks healthy, we’ll show a simple “All connections are healthy” message. If something is wrong, we surface a clear status like “Your Xero connection expired” with a one-click fix.
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Step 2, Check your backups
Next we check when your last successful backup ran. This helps you quickly see whether the issue is with live SaaS data or with the backup process itself.
- Show last successful backup time for each connector (Xero, XPM, Cin7 Omni).
- Highlight any connector where the last backup is older than expected (for example, more than 24 hours).
- Surface any recent backup errors with simple explanations (e.g. token expired, permissions changed, rate-limited).
If anything looks out of date, we prompt you to re-run a backup or fix the underlying connection from Step 1.
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Step 3, Choose what you need help with
Once connection and backup health are clear, we route you to the right next step. Pick the option that best matches your situation.
Connection issues
Problems reconnecting to Xero, XPM, or Cin7 Omni, or seeing “token expired” / permission errors.
Connection help →Backup questions
Backups not running as expected, stale backups, or questions about what’s being captured.
Backup help →Billing & plans
Invoices, plan changes, adding or removing connectors, or questions about pricing.
Billing help →Something else
Anything that doesn’t fit the above, describe what you’re seeing and we’ll jump in.
Contact the success team →If at any point something doesn’t look right, you can skip the wizard and talk directly to our support team. We’ll use the same connection and backup checks in the background to help you faster.
Reconnect your SaaS account
It looks like Control-C lost its connection to your SaaS platform. This is usually caused by an expired token or a permission change: nothing you did wrong. Reconnecting takes only a few seconds and instantly resumes backups.
Common causes
- Xero / XPM tokens expire on a regular cycle.
- Permissions changed during a staff update or role change.
- Your organisation access was updated inside Xero, XPM, or Cin7 Omni.
- A temporary API error interrupted the connection.
What you can check
- Click the button below to reconnect. We’ll ask your SaaS platform for permission again and restore the link automatically.
Not sure why it disconnected? Talk to us: we can check the logs and confirm exactly what happened.
Backup status for your connectors
Here’s the latest information for each connector. This helps you understand whether backups are running smoothly or if something needs attention.
Common causes
- Last successful backup time for each platform.
- Any backup older than expected (for example, more than 24 hours).
- Recent warnings or errors (token expired, permissions changed, rate-limited).
- Whether backup capture is currently healthy, paused, or delayed.
What you can check
- If everything is healthy: “Your backups are running normally. You’re all set.”
- If something needs attention: we’ll highlight the connector and suggest a clear next step, reconnecting, fixing permissions, or asking us to review the logs.
Ask us to review your backups
If something in your backup history doesn’t look right (stale timestamps, repeated warnings, or missing items) we’ll run a full review on your behalf.
Common causes
- Your last successful backup for each connector.
- Any recent errors from Xero / XPM / Cin7 Omni.
- Whether permissions changed inside your SaaS account.
- Any stalled or incomplete backup tasks.
- Large imports or integration activity around the same time.
We’ll get back to you with a clear explanation of what happened and what to do next.
Connection Issues
If Control-C can’t talk to Xero, XPM, or Cin7 Omni, your backups may pause or fall behind. Most connection issues come down to expired tokens or permissions changing inside your SaaS account.
Common causes
- Token expired (Xero/XPM tokens expire routinely)
- Permissions removed when a user was edited or offboarded
- Organisation access changed in your SaaS platform
- API rate limits or temporary vendor outages
What you can do now
- Reconnect your account, this fixes most issues quickly.
- Check whether your SaaS login recently changed.
- Confirm that Control-C still has the required permissions.
Backup Questions
If your backups look stale, paused, or incomplete, it usually means something changed in your SaaS connection or the platform temporarily rejected requests.
Common causes
- Connection or token issue from Step 1
- Permissions changed inside Xero / XPM / Omni
- API errors from vendor outages or throttling
- Large imports causing rate limits
- Backup ran successfully: you just need help finding what was captured
What you can check
- Last successful backup time
- Healthy vs stale connectors
- Recent backup warnings or errors
We can look at your logs and tell you exactly what happened.
Billing & Plans
We can help with invoices, plan changes, adding or removing connectors, or switching between Xero, XPM, and Cin7 plans.
Common causes
- Updating billing details
- Moving between monthly and annual plans
- Adding or removing connectors
- Understanding charges or renewals
If something looks incorrect or unclear, we’ll fix it.
Something Else
Not everything fits neatly into a category. Tell us what you’re dealing with and we’ll help you directly, no jargon, no runaround.
Common causes
- Audit or compliance requests
- Issues after large imports
- Planning migrations or system changes
- Questions about what Control-C captures
We’ll review your logs in the background so you don’t have to diagnose anything yourself.
When to contact us directly
We’re small enough to care: and we act fast.
Reach out right away if any of these apply.
- Connector will not reconnect
- Help interpreting a backup
- Preparing data for an audit or review
- Unexpected change in Xero / XPM / Omni
- Guidance for a restore rehearsal
- System migration or new business unit onboarding
- Billing change or receipt needed
Support Performance
Honest expectations, not inflated numbers.
What we aim for and measure internally.
- Same-day responses for standard requests.
- Partner priority replies within a couple of hours.
- Direct human contact whenever it’s helpful.
- Proactive outreach if we detect connector issues.
Get in touch
Get in touch
Partner success
For MSPs and accounting firms who want a working session or review.
Schedule a partner sessionStatus & uptime
Subscribe to maintenance notices and incident updates.
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Control-C keeps your team confident, even when SaaS platforms misbehave.