Solutions to Common Bugs

Some issues are caused by edge-case document formats, temporary service hiccups, or configuration mismatches. Below are the most common problems we see, plus the quickest workarounds.

If you try the steps and it still isn't resolved, jump to When to contact us (and include the details listed there).

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Login issues

"I can't log in" / password reset

Common causes:

• Using a different email address than the one invited
• Typo in email address
• Locked/filtered invite emails

What to do:

1. Confirm the email address on the invite matches what you're using to log in.
2. Press 'Forgot password?' (after typing the correct email).
3. Try an incognito/private browser window.
4. Alternatively, type your email, then press 'Choose another method' to login via email code

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Exports and templates

Export fields are blank or missing data

What you'll notice

• An Excel or Word export downloads, but certain sections are empty (e.g., funds, charges, provider details).
• The same field looks populated in-app but is missing in the export (or vice-versa).

Try this first

1. Refresh the page and re-open the case.
2. Re-run the analysis (if available) and wait for completion.
3. Re-export (download again).
4. If you use templates, confirm you selected the correct template (and the latest version).

If it's still happening

• It can be caused by a template mismatch or an extraction edge-case in the underlying document.
• See When you should contact us and send:
  • The case/policy identifier
  • Export type (Excel/Word)
  • Which fields are missing
  • A screenshot of the blank section

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Word export formatting looks wrong

What you'll notice

• Layout shifts, missing boxes/sections, unexpected fonts, or overlapping content.
• A firm-branded front sheet isn't rendering as expected.

Try this first

1. Download the Word export again.
2. Open it in Microsoft Word (desktop) rather than preview tools.
3. Confirm you selected the intended template.
4. If you recently updated a template, test a second case to see if it's template-specific.

If it's still happening This usually needs us to inspect the template/version and a sample output.

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Export keeps loading / won't download

What you'll notice

• You click export but the download never completes or seems to run forever.
• The export spinner keeps spinning indefinitely.

Try this first

1. Your browser may be blocking multiple file downloads. Allow 4admin to download multiple files in your browser settings.
2. Watch this quick walkthrough: How to enable multiple downloads

If it's still happening Try a different browser or contact us with the case identifier and export type.

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Funds in exports: what should I expect?

For each fund, we will attempt to extract:

• Name (as found in provider documents)
• Units
• Value
• ISIN/SEDOL

You can edit these fields manually for any funds by clicking 'X fields found' in 4admin and editing the details. You can also delete or add funds here.

Once done, these funds will be added in Excel exports as a new sheet 'Funds'.

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Phone integration

Phone setup checklist

1. Go to Settings.
2. Enter your phone number with country code (e.g. +44...).
3. Save changes.
4. Log out and log back in (quick way to refresh session state).

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Phone features don't appear after adding a phone number

What you'll notice

• You've entered a phone number in settings, but you can't see phone-related UI or options.
• Phone filters/icons aren't visible where you expect them.

Try this first

1. Confirm the number format is correct (include the country code, e.g. +44...).
2. Log out and back in.
3. Confirm you have the right role/permissions (some features can be permission-gated).
4. Try in an incognito/private window (rules out cached UI issues).

If it's still happening It may be a configuration or permission mismatch that needs investigation.

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CRM integration

CRM push/update 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 place.
• A specific plan/case doesn't sync as expected.

Try this first

1. Re-open the case and confirm the data looks correct in 4admin.
2. Retry the push/update once.
3. Confirm you're pushing to the correct CRM record (duplicates can exist).

If it's still happening This is often record-level and usually needs a quick investigation with timestamps and identifiers.

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Data review and confidence/accuracy

What do "confidence" signals mean?

Confidence indicators are there to help you prioritise review:

• High confidence: likely correct, still worth a quick check
• Medium confidence: Moderate evidence that the answer is correct. Definitely check this
• Lower confidence: The answer still may be correct, but there is not directly quoted evidence for it in the document. Please review these in most detail

Confidence scores are not a guarantee of correctness, and they don't replace professional review.

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Billing and invoices

Where do I find invoices / receipts?

Typically, invoices are sent to the billing contact email we have on file. These invoices are sent when the transaction has succeeded on our side.

If you need a copy, contact your internal billing contact first, then contact support if needed. If you want to change the billing contact file on file, please reach out to support.

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Less common

• UI displaying stale data until refresh (rare caching/state issues)
• Exports failing only for one specific provider document format
• Inconsistent behaviour tied to a particular template revision
• Questions about provider-specific document quirks
• "Can you add a custom field?" requests (often possible, but depends on your setup)
• Requests for a particular export layout or additional sections

If any of the above occurs, please use When you should contact us and include the recommended details.