Signing in
My password is rejected
My password is rejected
Check your email address, which is case sensitive, and make sure you are using your permanent password rather than the temporary one from your invite email. Too many failed attempts locks the account for a few minutes.If you have forgotten it, a Partner or Admin at your firm has to reset it. There is no self-service reset.
My authenticator code is not accepted
My authenticator code is not accepted
Check the time on your phone, because these codes are time based and fail if the clock is wrong. Make sure you are reading the code for the right account, and enter it quickly: codes refresh every 30 seconds.
I have lost my phone
I have lost my phone
Ask a Partner or Admin at your firm to reset your MFA. You then set up the authenticator app again on your new phone.
Uploads
An upload is stuck or failed
An upload is stuck or failed
Check your connection, and be patient with files over 50 MB. Upload links expire after 10 to 15 minutes, so if the upload had not started by then, refresh the page and try again. Do not close the tab mid-upload.
My document is not in the list after uploading
My document is not in the list after uploading
Refresh the page. Check the progress indicator actually reached 100%, and look in General Documents if you used the Upload button rather than dragging onto a category.
Email filing
I got the same notification twice
I got the same notification twice
The Authority sometimes sends the same email twice. Arkata deduplicates at the filing level, so you should not get duplicate documents, but you may occasionally see a repeat notification. Mark it as read.
Billing
I cannot create an invoice from a stage
I cannot create an invoice from a stage
The stage has to be marked Ready to Invoice first, because only ready stages appear under Select Stages. Check the stage also has at least one line item.
An invoice shows the wrong VAT
An invoice shows the wrong VAT
Check your firm’s default VAT rate in Settings > Billing > General, and check whether the line is a pass-through cost, which carries no VAT. Changing the rate applies to new invoices only, not existing ones.
I cannot send an invoice, quote or receipt
I cannot send an invoice, quote or receipt
Your sending address has to be verified first. See Set up email sending. Then check the client has a contact email, or choose Custom emails only and type an address.
A stage never went Ready to Invoice even though the work is done
A stage never went Ready to Invoice even though the work is done
Three things to check. First, the stage has to be linked to a stage in your service catalogue: open it on the Billing tab and look for the amber note under its name. Second, a sub phase has to be linked to that stage in Settings > Billing > Timeline Billing. Third, that sub phase has to be ticked on the project (one marked N/A never makes the stage ready). A Partner or Admin can mark the stage ready by hand in the meantime. See Timeline Billing.
Copilot
Copilot says credits are exhausted
Copilot says credits are exhausted
Your firm’s monthly pool is used up and refills at the start of the next billing period. If it happens most months, speak to a Partner about increasing the allowance. See Copilot credits.
Copilot gives me a vague answer
Copilot gives me a vague answer
Be more specific, use project names or reference numbers, and ask one thing at a time. Typing @ lets you point Copilot at an exact project, client or team member.