Common issues
Most problems come down to a document format we haven't seen before, a setting that isn't configured yet, or an access level that hides a feature. The fixes below are the quickest ones we know of.
If none of them help, go to Contact us and include the details listed there.
Logging in
"I can't log in" or I need a password reset
Common causes:
- Using a different email address from the one you were invited with
- A typo in the email address
- The invite email was filtered into junk
What to do:
- Check the email address on your invite matches the one you're typing
- Click Forgot password? after entering the correct email
- Try a private or incognito browser window
- Or type your email and click Choose another method to sign in with a code sent by email
"Your account has read-only access and cannot modify data."
You have read-only access. You can view and export everything, but you can't create, edit, send, share, upload or reassign. If you need to make changes, ask an admin to change your access level in Settings → Manage Users.
A feature or menu is missing
Buttons like Analyse new policy, Submit new LoA, Add documents, plus Settings and the Smart Inbox, are hidden for read-only users. Configure CRM and Manage Users are only shown to admins. Calling and LOA features only appear on plans that include them. If you think you should have something, ask your admin first, then contact us.
Exports and templates
Export fields are blank or missing data
What you'll notice
- An Excel or Word export downloads, but some sections are empty (funds, charges, provider details)
- A field looks populated in the app but is missing in the export, or the other way round
Try this first
- Refresh the page and reopen the analysis
- Re-export
- If you use custom templates, check you picked the right template and that it's the latest version
If it's still happening
It can be a template mismatch or an extraction edge case in the document. Contact us with the client and plan number, the export type, which fields are missing, and a screenshot.
Word export formatting looks wrong
What you'll notice
- Layout shifts, missing boxes, unexpected fonts, or overlapping content
- A firm-branded front sheet isn't rendering as expected
Try this first
- Download the export again
- Open it in desktop Microsoft Word rather than a preview tool
- If you recently changed a template, test a second analysis to see whether it's template-specific
If it persists, we'll need to look at the template and a sample output. Contact us.
Export keeps loading or won't download
Your browser is probably blocking multiple file downloads. Allow 4admin to download multiple files in your browser settings. This short video shows how: How to enable multiple downloads.
If that doesn't fix it, try another browser, or contact us with the client and plan number and the export type.
Funds in exports
For each fund, 4admin tries to extract the name, value, units held, ISIN and SEDOL. To check or edit them, click N funds found on the analysis. In the drawer you can edit any value, Add Fund, remove funds, or Export CSV.
ISINs must be 12 characters and SEDOLs 7. If a code is the wrong length you'll see "Must be N characters" and you won't be able to save until it's fixed.
In Excel exports, funds appear on a separate Funds sheet.
"Each email template must contain [missingKeys] placeholder."
You tried to save an information-request template without [missingKeys] in the body. That placeholder is where 4admin inserts the list of missing fields. Add it back and save again. See Settings.
Company signature shows "(managed by admin)"
Your firm's main account has set a company signature for everyone. Only that account can change it. Your own user signature (name and role) is still yours to edit.
Phone and calling
I can't see the phone bar or Connected numbers
Calling only appears on plans that include it, and read-only users can't call. If your plan includes calling and you're not read-only, check that your number is verified: Settings → Contact Methods → Connected numbers → Add, then follow the SMS or call verification. Until a number is verified, call buttons are disabled with the hint "Add your phone number in Settings". There's nothing to save and no need to log out and back in. See Calling providers.
"We couldn't delete this number. If you have an account administrator, it may be managed under their account."
The number was added by your firm's main account and appears in your list automatically. Only that account can remove it.
Transcript hasn't appeared
Transcripts take a few minutes after the call ends. Reopen the transcript drawer, or refresh the page, to check again. If the call dropped before it connected there won't be a transcript.
LOAs and the Smart Inbox
"No LoA Mailbox Configured"
You have a mailbox connected but haven't told 4admin which one to use for LOAs. Click Configure LoA Mailbox and follow Setting up your LOA mailbox. If your firm's main account has set a shared LOA mailbox, you inherit it and don't need to do this.
"An LoA already exists for this plan number"
Another LOA in your organisation already covers this plan. You can still submit, but replies for a second record can't be matched automatically and land in Unassigned. If it's the same request, resubmit or delete from the existing LOA instead. Click View LoA in the warning to open it.
A provider's reply isn't on the LOA
Check the Unassigned and Encrypted views in the Smart Inbox. Replies that come in a new thread without a plan number, or that are encrypted, need to be linked by hand. See Smart Inbox.
"Open in Outlook" shows "message moved or deleted"
Open in Outlook uses whichever Outlook account you're currently signed into. If that's your own mailbox rather than the LOA mailbox, click Copy link for incognito instead and paste the link into a private window, then sign in as the LOA mailbox.
A Batch Submit row shows "Send failed"
The row stays as a draft with the reason. Fix the issue and click Retry send. If the message says the page was closed while the LOA was sending, it may or may not have gone through. Check the Submissions list for that plan before retrying, so you don't send it twice. See Multi-policy LOAs and Batch Submit.
CRM integrations
The Push to CRM button is missing
Your CRM hasn't been configured yet. An admin needs to pick it in Settings → CRM → Configure CRM and complete the setup steps. See CRM Integrations.
The push completes but the record looks wrong
What you'll notice
- The push appears to succeed, but fields in the CRM aren't updated, or update the wrong plan
- A specific plan doesn't sync as expected
Try this first
- Reopen the analysis and check the data looks right in 4admin
- Check the summary shown after the push. It tells you which items landed and which didn't
- Retry the push once, making sure you pick the correct client and plan (duplicates can exist in the CRM)
If it persists, contact us with the client, plan number, CRM and roughly when you pushed.
Popup blocked / session expired
Allow popups for 4admin.app in your browser. If the CRM tab says your session has expired, close it and click Push to again.
Reviewing data
What do the confidence chips mean?
Confidence is there to help you prioritise your review:
- High: likely correct, still worth a quick check
- Medium: moderate evidence, check it
- Low: the answer may be right but there's no directly quoted evidence in the document, so review these most carefully
Confidence is not a guarantee. It doesn't replace professional review. You can change a chip by hovering over it and clicking Edit.
Billing and invoices
Invoices are emailed to the billing contact we hold for your firm once payment has gone through. If you need a copy, ask your internal billing contact first. To change the billing contact, email support@4admin.co.uk.
Other things worth a message
- The app shows stale data until you refresh
- Exports fail only for one provider's document format
- You'd like a custom field, a different export layout, or extra sections
For any of these, contact us with the details listed there.