# When the website misbehaves

The handful of things that go wrong in a browser, in the order they are worth trying.

Updated: 2026-09-12

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## 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](/help/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](/help/the-spark-app) is nicer for documents. Both are
the same account and the same applications — see
[using the app and the website together](/help/the-app-and-the-website-together).

## None of this fits

Call us with your reference and what the screen actually said. The
[support page](/support) has the number and the hours.