When the website misbehaves
The handful of things that go wrong in a browser, in the order they are worth trying.
3 min read
My answers did not save
Each step saves about a second after you stop typing, and a quiet Saved appears between the two buttons at the bottom. Two things to know:
- On a narrow window there is no room for that indicator and it is hidden. The saving still happens.
- Pressing Next saves properly whatever the autosave did. If you are unsure, press Next and then come back a step: what you see is what we hold.
If a step really is empty when you return to it, tell us which one — that is a bug and we would like to know.
The address lookup finds nothing
Choose the province or state first: the lookup only searches within it. If your address still does not come up — new build, rural route, a unit number the postal database has not caught up with — use Enter it manually underneath and type it. Nothing about the application treats a typed address differently from a looked-up one.
The business register does not know my company
Canadian registries lag. A company incorporated in the last few weeks often is not searchable yet. Add manually is right there for exactly this, and the details you type are what the application uses.
The upload will not go through
- Ten megabytes per file.
- Bank statements have to be PDFs on that step — see bank statements.
- If a file vanishes after you choose it, check that it has an extension we accept: PDF, JPG, PNG, WEBP, HEIC, CSV or XLSX.
I was signed out in the middle of something
Sessions last thirty days, so this is usually a different browser, a private window, or somebody signing out on a shared machine. Everything you had typed up to the last pause is saved against your application — sign back in and open it; it reopens on the step you left.
The page will not load at all
A hard refresh (⌘⇧R on a Mac, Ctrl-F5 on Windows) fixes the version of this that is our fault: a page held in your browser cache after we have shipped a new one. If that does not do it, try a private window, which rules out extensions.
I need to do this on a phone
The website works on a phone, and the app is nicer for documents. Both are the same account and the same applications — see using the app and the website together.
None of this fits
Call us with your reference and what the screen actually said. The support page has the number and the hours.