> ## Documentation Index
> Fetch the complete documentation index at: https://docs.arkata.mt/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Solutions to common problems in Arkata.

# 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

## Still stuck?

If you can't resolve the issue with the steps above, contact your firm's Arkata administrator. For platform issues, they can reach out to Arkata support.