Troubleshooting Ask in Xero HQ

Some common questions you might have about Ask and how to resolve them.

How do I send a query to more than one client contact?

When you send a query to a client contact, you can only enter one email. To send the query to another contact for the same client, send a reminder using a different email.

How do I use the same query for a different client?

When you set up a query, you can only select one client from your client list. To use same query for another client, copy the query and select a different client.

Why can’t I edit a question?

Once a query has been sent you can't edit questions until they have been submitted by your client. When your client answers a question, Ask locks the question. This means you can’t make changes to it.

Why can’t I delete a question, section, or query?

You can’t delete:

  • An answered question
  • A section that contains an answered question
  • A query that’s been sent to a client

How do I delete a section that contains answered questions?

When your client answers a question, Ask locks the question. This means you can’t delete a section that contains answered questions. You can either:

  • Delete the unanswered questions individually and keep the section
  • Move the answered questions to another section first, then delete the section and any unanswered questions in it

How do I move the last question in a section to another section so I can delete the section?

Every section must contain at least one question, so you can’t move the last question out of a section. Instead, add a blank question to the section then move the question you want to keep. You can then delete the section and the blank question.