Frequently Asked Questions

Does WatsonOS lodge BAS or IAS directly with the ATO? No. WatsonOS prepares the workpapers and moves jobs through your firm’s workflow. Lodgement is always performed by your firm through your registered ATO channel.

Does WatsonOS change anything in Xero? No. WatsonOS is entirely read-only. It never creates, modifies, or deletes any data in a client’s Xero organisation.

Why does WatsonOS ask me to set the PAYG Withholding method when I add a client? Xero doesn’t expose this setting via their API, so WatsonOS can’t read it automatically. You set it once per client when you first connect them.

Jobs aren’t appearing on my dashboard — what’s wrong? Check that you’ve been allocated to the relevant clients. Also check your role — preparers only see jobs ready to start, reviewers only see jobs ready for review, and approvers only see jobs ready to sign off.

How do I add a job to my dashboard? Go to the Jobs list, find the job, and click the pin icon. It will appear on your dashboard.

Are jobs created automatically? Yes. For quarterly GST clients, a new BAS job is created on the 1st day of each new quarter. For monthly IAS clients, a new IAS job is created on the 1st of each new month. You don’t need to create these manually.

How do I handle a QA failure? Review the failure explanation in the QA Checklist tab. If Xero needs updating, make the change in Xero, click Re-sync in the BAS workspace, then Re-Run once the sync completes. If no Xero change is needed, mark the item as addressed. Once all failures are addressed, the job can move to review.

A client has responded to their queries — how do I see their answers? Go to the Queries tab of the job. Their responses and any uploaded documents are stored there automatically. You’ll also receive a notification when a client completes their queries.

How do I disconnect a client from Xero? Go to Settings → Connections or click the connection icon on the client list. The client’s data is kept in WatsonOS for 90 days — reconnect any time within that window to restore it.

What happens to client data if I cancel WatsonOS? Client data is retained for 90 days after cancellation, then archived in encrypted storage for 7 years in line with Australian tax record-keeping obligations, then permanently deleted.

How often does WatsonOS sync from Xero? Automatically every night. Manually at any time from the client centre.

Can multiple staff work on the same client? Yes. Allocate staff to clients in the client settings. Role determines what they see and can do.

Is WatsonOS a Xero Certified App? Yes. WatsonOS is certified by Xero.

Who do I contact for support? Email help@usewatson.app. We aim to respond within 1 business day (AEST).