Troubleshoot common access and upload problems

Access and invitations

1. Check that you opened the full, most recent link and that you are using the intended account or invited email address.
2. If an onboarding link is unavailable, it may have expired, been revoked, already been completed or been copied incompletely. Contact the sender or the support contact shown on the page.
3. If a workspace feature or record is missing, check your role, workspace, plan and test or live mode with a manager.

Uploads and submissions

If the issue persists, tell the requesting organisation or workspace support what you were trying to do, the error message and when it occurred. Do not share passwords, invitation links or sensitive document contents in your support message.

1. Read the on-screen error, confirm you selected the correct document item or type, and check the file's format and size.
2. Retry the upload and wait for confirmation. Save the questionnaire and check the file is shown before attempting to submit.
3. If submission lists incomplete required items, complete them and submit again.