Something isn’t working

Start here

1. Read the message next to the action or field. It often names what is missing.
2. Check the active office, client, period, and filters.
3. If saving or uploading is still in progress, wait for its result.
4. If you have unsaved work, keep it open before refreshing the page.
5. Check your connection and try again when it is safe to do so.

Find the right next step

Problem	Next step
A client is missing	Check access and filters
A button is unavailable	Check required fields, permissions, and period locks
A file will not upload	Check the upload result
A service connection fails	Review connection status
A client link expired	Create or request a replacement through its workflow
A report total is unexpected	Compare period, source, and filters

“A new version of Office is available” appears

Office was updated while this tab was open. Finish and save what you are working on, then select Reload to load the new version. Reloading discards changes that are not saved yet. Until you reload, some screens may not work correctly.

If a screen fails to open right after an update, Office may reload the page on its own to load the new version.

Ask for help

Tell your office manager what you tried, the client or screen involved, the time, and the exact message. A screenshot can help; hide unrelated client details and private connection information.

If a send, payment-related action, or filing has an unclear result, check its history before repeating it.