Common Issues

Running into something unexpected? Check here first — chances are we've seen it before.

Submissions

My submission is stuck on "Processing"

Processing usually takes under a minute. If a submission has been stuck for more than 10 minutes:

1. Wait a bit longer — complex or large documents can take more time
2. Check the submission detail page — there may be a status message explaining the delay
3. Try retrying — open the submission and click Retry to push it through the pipeline again

If it's still stuck after a retry, contact support.

The extracted data is wrong

A few things to check:

• Document quality — is the source document clear and legible? Blurry scans and photos taken at angles produce worse results
• Extraction template — does the template include the right fields with good descriptions? See Extraction Templates
• Document type — was the document classified correctly? An application processed with a declarations template won't give great results

You can always edit the extracted values directly on the submission detail page.

Too many submissions are flagged as "Needs Review"

This usually means your validation rules are too strict for your document quality:

• Lower the confidence threshold in your Channel Settings (try 75% instead of 85%)
• Review which rules are triggering — go to a flagged submission and look at what caused the flag
• Improve source documents — ask clients to send clear PDF scans rather than phone photos

A submission shows as "Failed"

Common causes:

• Corrupt or blank file — the document couldn't be read at all
• Unsupported format — make sure you're sending PDFs or supported image formats
• Temporary system issue — click Retry to try again

Email Intake

Documents sent by email aren't appearing

Check these things in order:

1. Correct email address — make sure the sender is using the exact channel intake address
2. Channel is active — a paused channel won't accept new documents
3. Attachments present — Doculent processes email attachments, not the email body. An email with no attachments is ignored
4. Sender not blocked — check if classification rules are rejecting emails from this sender
5. Give it a minute — emails can take 1-5 minutes to be picked up

Emails are being rejected

If legitimate emails are being rejected, check your Classification Rules. You may have a rule that's too broad — for example, rejecting all "unclassified" documents when some of them are actually valid.

Delivery

Webhook deliveries are failing

1. Is your endpoint up? — try hitting your webhook URL directly to confirm it's responding
2. Check the error message — open the submission and look at the delivery details for the specific error
3. Timeout issues — your endpoint needs to respond within 30 seconds. If it takes longer, consider processing the data asynchronously on your end
4. Retry manually — click Retry Delivery on the submission detail page

Google Sheets rows aren't appearing

1. Account still connected? — go to channel delivery settings and check the Google connection
2. Spreadsheet permissions — make sure the connected Google account still has edit access
3. Column mapping — if you renamed columns in the sheet, the mapping may be broken. Check delivery settings
4. Sheet tab — verify the correct tab is selected in the delivery configuration

Account & Access

I can't see certain features

Your workspace role determines what you can access:

• Members can view submissions and upload documents
• Admins can also manage channels, rules, and settings
• Owners have full access including billing

Ask your workspace admin to update your role if you need more access.

I forgot my password

Click Forgot Password on the sign-in page. You'll receive a reset link by email.

My invitation link expired

Invitation links expire after 7 days. Ask the person who invited you to send a new invitation from Workspace Settings > Members.

Still Stuck?

If your issue isn't covered here, head to Getting Help to reach our support team.