Asset Assistant keeps your asset register on your own phone. We hold no copy of it, so support can only help by explaining, never by looking. Everything below is written so you can solve it yourself.
A full walkthrough is in the app: Home, then User Guide.
Credits did not arrive after a purchase. Reopen the app while online. The app checks Google for unfinished purchases at every start and delivers them then. If they are still missing after a restart, email us with the date and the plan or pack you bought.
Your register lives on your phone. If you lose the phone, the register goes with it unless you made a backup.
Connecting needs an active plan. Open Export Register and tap Connect to Xero. You sign in on Xero's own page; your Xero password never touches the app.
What the sync does. New assets go into Xero as draft fixed assets carrying the number, name, serial, cost, purchase date, description, asset type and depreciation settings. Your bookkeeper reviews and registers each draft inside Xero. The app also reads your Xero asset list back, so each asset shows whether it is a draft, registered or disposed.
What the sync never does. It never registers an asset, never disposes of one, never deletes anything, and never changes the cost, dates or depreciation of an asset Xero has already registered.
"Nothing to send." Xero already has everything. This is the normal result of a second sync.
A registered asset is locked in the app. That is deliberate. Once Xero registers an asset, Xero's record is the record, and the app shows it read only so the two cannot drift apart. To correct a name, serial number or description, open the asset and tap Correct in Xero. Cost, dates and depreciation can only be changed by your bookkeeper, inside Xero.
Xero already uses this number. The app and your Xero register minted the same asset number, usually after a register was restored or rebuilt. The sync offers two answers: Same item, which links them, or Renumber, which gives the app's asset the next free number and sends it.
An asset is in Xero but not in the app. The sync lists these under "In Xero but not in the app". They are assets your bookkeeper created directly. Capture them if you want them in your register, or ignore them.
The connection did not complete. Use Send as a CSV file to send the batch as a file so your bookkeeper is not held up, then email us with the time you tried. We will sort it out and tell you when to reconnect.
"Xero needs a fresh sign-in." A Xero connection expires after 60 days without use, and can also be ended from Xero's own Connected Apps screen. Disconnect and connect again. Nothing is lost.
You do not use Xero. You never need it. Export Register produces a PDF report, a CSV, and an import file for your accounting system, on every plan including the free one.
A Team plan lets field workers capture assets on their own phones. They install the same app free and scan your QR invite. Field workers can only capture: they never see your register, your values or your exports. Their captures arrive in your Team Inbox for you to review and register, and registering is the only place an asset gets its permanent number.
You can revoke any device instantly from the Team screen. A revoked device loses access and erases the organisation's assets and photos, keeping only the worker's own record of what they sent.
Settings, then Help and Support, then Email Support Report creates a report on your phone and opens your mail app with it attached. You send it; the app never sends anything by itself.
The report contains your app version, device model, plan and credit state, and the app's own record of credit changes. It deliberately contains no photos, no asset details, no location and nothing from your register.
If an AI result was wrong, use Report this result on the result itself. That sends a reference to the request and the reason you pick, and nothing else.
Vital Pursuit (Bioscience and Technology Holdings (Pty) Ltd) 32 Ryneveld Street, Stellenbosch, 7600, South Africa info@vitalpursuit.co.za