Troubleshooting
Recognise incomplete work and choose a recovery step without creating duplicate actions.
Source reviewed Product documentation
Sign-in and workspace
| Symptom | Next step |
|---|---|
| No login email | Check address and spam; wait for the 60-second resend timer. |
| Unexpected practice | Check the signed-in address and select the intended membership. |
| Passkey cannot run | Use a supported browser or an enrolled authenticator; contact support if neither is available. |
| Invitation refused | Use the invited address; ask the firm to correct or reissue it if needed. |
See sign-in and client access.
Files and working papers
| Symptom | Next step |
|---|---|
| Upload refused | Read the format/size message; export a supported type or unzip the archive. |
| Unreadable evidence | Replace with a clearer original or digital copy; do not treat it as checked. |
| Preparing or reviewing | Inspect the current run state. A visible draft is not delivered output. |
| Waiting on an answer | Open the question, check the evidence and respond within the workflow's displayed window. |
| Build failed or held | Keep the run reference and error; resolve the stated cause or report it before repeatedly starting builds. |
| Delivered with findings | Read and resolve the outstanding items; delivery does not mean every check passed. |
| Documents changed | Refresh the working paper through Prepare/the update flow before treating its figures as current. |
| File link no longer opens | Reopen the document/workbook to obtain a fresh signed URL. |
For a wrong amount, follow source tracing. Do not use a failed draft as a filed return or final working paper.
Mail, Sign and Verify
A request or invoice may exist even if the email did not send. Inspect the result and request list before creating another. For Outlook, check the connected mailbox, Microsoft consent and the default sender. Reconnect a failed connection when prompted.
For an expired signing/check link, the firm can issue a replacement. The new link supersedes the old one. For Verify, a failed refresh leaves the previous stored result visible; Not run is not a clearance. See Sign and Verify.
Local tools and BAS Review
Sift needs a digital PDF with readable text; a scan is not an empty statement. For BAS Review, check export type, headings, dates, basis and unknown tax rates. Review the save status before leaving a real quarter. Keep the original CSV because the ledger lines are not stored on the server.
If these steps do not resolve the problem, report it with context.