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 you have a Word document, save or print it as a PDF first. If you have paper, most phone scanning apps will produce a PDF.

You were logged out while filling the form in

We log you out after 15 minutes with no activity, for security. 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. Anything you had typed but not moved away from may need re-entering.

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 come and go as your answers change, and that is usually correct. Reducing your facility size below $30,000 removes Property Details. Changing who owns a property may remove a trust or company step.

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 probably blocked it. Look for a small blocked-popup icon in the address bar and allow pop-ups for our site, then try again.

You need to change an answer you already gave

If you find that you cannot open a step again to edit it, email your required changes to info@fundtap.co.

Nothing on the page responds

Refresh the page first. If that does not help, try a different browser, or a private window with extensions turned off. If it still fails, tell us which browser you are using and what the screen shows.