Troubleshooting in Finalise Your Setup

Below are some common troubleshooting steps if you encounter any issues when working through Finalise Your Setup.

"File size exceeds the 5MB limit."

Every upload has to be 5MB or smaller.

To make a file smaller:

Upload a scan in black and white instead of colour, or at a lower quality setting.
Upload one page at a time.
If your PDF has many pages, upload only the pages we asked for.

Your file will not upload at all

Check the file type. Each upload accepts a specific set:

Trust deed and amendments — PDF only.
Mortgage statement and bank statement — PDF, JPG, PNG or HEIC.

If your document is a Word file, save or export it as a PDF before uploading. If you only have a paper copy, use a phone scanning app (such as Apple Notes, Google PhotoScan, or Adobe Scan) to create a PDF.

You were logged out while filling the form in

For security, we sign you out after 15 minutes of inactivity. A warning appears first, with a countdown and a Get more time button. Selecting that keeps you signed in.

If you missed the warning, log back in and go to Continue Setup again. Your answers were saved as you typed them, so you will not have to start over. Any field you were actively typing in when you were logged out may not have saved — re-enter those answers before moving on.

You are not sure whether your answers saved

They save as you go, when you move from one field to the next. There is no Save button. To check, leave the page and come back — what you see is what we hold.

A step disappeared from your list

Steps are added or removed automatically based on your answers — this is expected behaviour. For example, reducing your facility size below $30,000 removes the Property Details step, and changing the ownership of a property can remove a trust or company step. If you think a step has disappeared in error, contact us.

A step is grey and will not open

Only What You Agree To behaves this way. It is locked until your identity check is complete. See Verifying your identity.

A window did not open when you selected a button

Signing a document opens a new window. If nothing happened, your browser has likely blocked it as a pop-up. Look for a blocked pop-up notification in the address bar, select it, and choose to always allow pop-ups from our site. Then try the button again.

You need to change an answer you already gave

If you cannot open a step to edit it, email us at info@fundtap.co. Include your full name, the name of the step you need to change, and the correct updated information.

Nothing on the page responds

Start by refreshing the page. If that does not help, try opening the page in a different browser or in a private/incognito window with browser extensions disabled. If the problem persists, contact us at info@fundtap.co. To help us investigate, let us know which browser and version you are using and describe what the screen is showing.