Frequently Asked Questions

How do I submit my meters?

Meter reading submission is linked to a customer’s equipment identification number or serial number. XBS Southwest offers three easy and secure ways for our customers to submit their meter readings:

  • Automatic Electronic Meter Submissions for networked devices
  • Customer Portal – Login, select your device and submit your meter read online
  • A personalized spreadsheet- download a listing of your equipment, enter meter readings, and upload the file to us

How do I request automatic meters?

You can request the setup of automatic meters online TODAY! Visit our online request form, complete the required information and a meter specialist will contact you.

Your devices need to be networked in order for the automatic meter reading program to be installed.

I don't have networked devices, what should I do?

You can apply for an online Customer Portal account and submit your meter readings per device in a secure environment.

Meter reading submission is linked to a customer’s equipment identification number or serial number.

How do I order supplies?

XBS Southwest offers three easy and secure ways for our customers to submit their supply orders with just a click of a button:

  • The DirectLink App – Place your supply order right at the device
  • Customer Portal – Login, select your device and submit your supply order online
  • Email XBSSW.Supplies@xerox.com

I ordered my supplies, how long until they are delivered?

Normal delivery takes 3 – 5 business days.

You can track your delivery using your order number on our UPS tracking service to monitor its arrival.

I ordered the wrong supplies! What do I do?

Please contact our supply team at XBSSW.Supplies@xerox.com for return instructions and packaging, we can help you place the correct order as well.

I need my supplies expedited, how can I do that?

Please contact our Supply team with your order number to ensure overnight delivery or pickup. You can reach the team at 210.805.8200 or XBSSW.Supplies@xerox.com.

I need to request a service call.

Device service calls are linked to a customer’s equipment identification number or serial number. XBS Southwest offers three easy and secure ways for our customers to request service calls:

We have found that in most cases our trained specialists can help you resolve your question or issue online without having to send a service tech, reducing your wait time and getting your machine operational faster.

  • Customer Portal – Login, select your device and request a service call
  • Phone our Call Center- Contact our Call Center and a specialist will assist you to log a service call if needed. 1-800-413-3526

Can I view my service ticket history?

Yes you can. If you have a Customer Portal online user account you are able to monitor service history on all your devices.

Request your user account for your company portal today.

Who should I talk to about moving a machine?

Please contact our Call Center and they can help you log a call to help you move your device. Call 800.413.3526.

What are the benefits of an online account?

There are many benefits to having a Customer Portal account. Once you get access and login your are able to submit meter readings, order supplies, request service calls and even view invoices for your account.

How can I request an online account?

You can request the setup of automatic meters online TODAY! Visit our online request form, complete the required information and a meter specialist will contact you.

Your devices need to be networked in order for the automatic meter reading program to be installed.

I have an account but I can't log in, what do I do?

Please reach out to C3@xerox.com and a customer service specialist will contact you.

How do I request supplies with my online account?

If you have already created an online Customer Portal account, you can select the equipment & “New Sales Order.” Select supplies and the items you need to order. Once added the items are listed in a sales order for confirmation.

If you do not have an online Customer Portal Account, please select the link “Request Portal Access” under the Customer Care page. A customer service specialist will contact you to get your account set up.

How do I request a service call using my online account?

If you have already created an online Customer Portal account, you can select the equipment & “New Service Call” to open a service ticket. Please indicate, in detail, the issue you are having with the device.

If you do not have an online Customer Portal Account, please select the link “Request Portal Access” under the Customer Care page. A customer service specialist will contact you to get your account set up.

I have a question about my account, who do I contact?

Please either reach out to your account rep or use our online contact form, complete the required information and a customer service specialist will contact you.

I would like to update my address, how do I do that?

Please use our online contact form, complete the required information and a customer service specialist will contact you.

Please provide your equipment ID and new address so that we can confirm

I have a question about my contract.

Please use our online contact form, complete the required information and a customer service specialist will contact you.