Creating Invites and Requests
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      Troubleshooting Issues with Invites

      If you're experiencing errors while creating, editing, sending, or opening an invite, or problems with uploading or downloading files, this guide will walk you through the most common causes and how to fix them.

      🔧 How to Fix: Errors When Working on an Invite, Template, or Liveform (e.g., “Token mismatch”)

      If you encounter an error such as:

      “Token mismatch. Please provide a valid CSRF token”
      —or any other unexpected issue while opening or editing an Invite or LiveForm—

      These errors are typically caused by an expired session or when the page has been idle for too long. Follow the steps below to resolve the issue:

      💾 Save Your Progress Often

      When creating or editing an Invite or Liveform, we recommend saving your work frequently. Sessions may expire if the page is left idle for too long, which can result in the loss of unsaved changes.

      ✅ Steps to Resolve Token or Session Errors

      1. Refresh the Page
        Try refreshing your browser and continue editing the Invite or LiveForm.

      2. Log Out and Back In
        If refreshing doesn’t help, log out of your account and then log back in.

      3. Check Browser Settings
        Ensure your browser has cookies and JavaScript enabled, as they are required for secure Invite and Liveform submissions.

      4. Clear Cache and Cookies
        Clearing your browser's cache and cookies can resolve many loading issues. Follow the guide for your browser:

      📩 How to Fix: Problems Sending Invite Links or Reminders

      If your client is unable to find the email or SMS with their FileInvite Portal link or Invite reminder, follow these steps:

      1. ✅ Check Notification Settings

      Make sure the appropriate notifications are enabled:

      • "Invite Sent"

      • "Invite Resend"

      • "Invite Almost Due"

      • "Invite Due Today"

      • "Invite Overdue"

      To review these:

      • Go to Settings > Options > Messages

      • Ensure the toggle is turned on for the message types you want to send

      📘 View the Preferences & Settings Guide

      ⚠️ Important:
      Enabling these settings only affects new notifications. If an Invite was created before a message type was enabled, you’ll need to:

      2. 📬 Troubleshooting Missing Invite Emails or Reminders

      If email notifications are enabled but your client hasn’t received them:

      • Ask them to check their Spam or Junk Mail folder

      • Gmail users should also check their All Mail folder (filters may hide the email)

      3. 📱 Troubleshooting Missing SMS Reminders

      If SMS notifications are enabled but your client hasn't received them:

      • Ask them to check for blocked or spam messages

      For Android:

      • Open the Messages app

      • Tap the three lines (menu) in the top corner

      • Select Spam & Blocked

      For iPhone:

      • Go to Settings > Messages

      • Scroll down and check the Junk section under Message Filtering

      ✅ Next Steps

      If your client still can't locate the Invite or reminder:

      ⚠️ Additional Notes & Common Errors

      • Special Characters Not Supported
        Avoid using special characters like !, #, $, ^, &, *, (), _, etc. in the Invite title or body.
        If you receive an error when sending an Invite, remove any of these characters and try again.

      • File Upload Errors
        If you're having trouble uploading a file:

        • Try opening the file on your computer to make sure it is not corrupted

        • Note that video files must be under 1 GB in size

      • Overdue Reminder Behavior
        Invite overdue reminders will automatically stop:

        • 14 days after the due date, or

        • When your client clicks “I’m Finished” in their Client Portal, whichever happens first.

      4. ████ Troubleshooting problems with TFN redaction

       

      Our TFN redaction feature is designed to detect and redact Tax File Numbers (TFNs) only. A TFN is a 9-digit number used for individual tax identification.

      However, documents may sometimes contain Australian Business Numbers (ABNs), which are 11-digit numbers used to identify businesses. These are not covered by the TFN redaction algorithm.

      What you need to know:

      • TFNs will be redacted automatically when TFN redaction is enabled for a request.

      • ABNs will not be redacted

      • In rare cases, an ABN may be partially redacted if its numeric structure is mistakenly detected as a TFN.

      • TFN redaction must be enabled individually for each request. Note that it will not apply retroactively to documents that were uploaded before redaction was turned on for that request.