Troubleshooting
Login issues
”Invalid username or password”
- Double-check your email address (it’s case-sensitive)
- Make sure you’re using your permanent password, not the temporary one from your invite email
- If you’ve forgotten your password, contact your firm’s administrator for a reset
”MFA code invalid”
- Check the time on your phone — authenticator codes are time-based and will fail if your phone’s clock is wrong
- Make sure you’re reading the code for the right account in your authenticator app
- Codes refresh every 30 seconds — enter the current one quickly
Account locked
- Too many failed login attempts will temporarily lock your account
- Wait a few minutes and try again
- If the problem persists, contact your administrator
Upload issues
Upload seems stuck or fails
- Check your internet connection
- Large files take longer — be patient with files over 50MB
- Upload links expire after 10-15 minutes. If the upload hasn’t started by then, refresh the page and try again
- Make sure you’re not closing the browser tab during upload
Document doesn’t appear after upload
- Refresh the page — sometimes the list needs a moment to update
- Check that the upload actually completed (the progress indicator should have reached 100%)
Email automation issues
Email wasn’t matched to my project
- Check that your project’s Internal Reference appears in the email you sent to the PA
- Verify the PA Reference is correctly entered in Arkata (if relying on PA Reference matching)
- The email type might not be one of the supported scenarios (ISR, RFI, RFI Reminder, PDR)
Duplicate notifications
- This can happen if the PA system sends the same email twice. Arkata deduplicates at the processing level, so you shouldn’t see duplicate documents — but you may occasionally see a repeat notification. Safe to dismiss.
Billing issues
Can’t generate invoice from a stage
- The stage must be marked as “Ready to Invoice” first
- Check that the stage has at least one line item
Invoice shows wrong VAT
- Check your firm’s VAT rate in Settings → Billing
- Changes to VAT rate apply to new invoices, not existing ones
Copilot issues
”Credits exhausted”
- Your firm’s monthly Copilot credit pool is used up
- Credits reset at the start of the next billing period
- Contact your administrator if this happens frequently
Copilot gives a vague answer
- Try being more specific in your question
- Use project names or reference numbers
- Ask one thing at a time rather than multiple questions in one message