This guide outlines formal troubleshooting procedures to resolve data validation blocks, automated data extraction errors, manual client rejections, un-cleared account suspensions, and profile visibility issues.

 

 

If a compliance document expires or fails the Organisations' validation checks, the Felix platform may automatically trigger an account suspension based on the Organisation's configuration.  Before beginning any troubleshooting steps, verify that current compliance certificates, corporate registration details, and valid electronic files (PDF or image formats) are accessible on your local device.

1. Resolving Numerical Validation Errors on Policies with No Face Value

This procedure applies when a compliance document does not contain a specific monetary coverage limit, but the platform prevents submission by requiring a numerical entry.

Common User Query:

"asking for a dollar value, there is no dollar value on Workers Compensation Insurance"

Root Cause: 

Physical policy certificates—such as a Workers' Compensation document or another state-based workers' compensation insurance policy, may not feature a fixed monetary coverage limit. However, the Felix platform form requires a numeric entry for the submission field.

Resolution Steps:

1. Navigate to the Compliance Documents section from the Felix platform application stepper of the Organisation you are uploading the documents for, on the primary Dashboard page.
2. Locate the insurance or document entry that requires updating/uploading.
3. Click the Add Now/Update Now or Add New Document button, or hover over the ellipsis icon next to the compliance requirement name and select Update.
4. Upload the compliance document file into the designated file dropzone.
5. Locate the mandatory numeric entry field labeled Cover amount.
6. Manually type the numerical digit 0 into the Cover amount field.
7. Click the Save Document button. Entering 0 satisfies the platform validation rule, and the Felix platform will automatically display the entry as "N/A" once the form data is saved successfully.

2. Troubleshooting Page Reset Errors During Document Submission

This procedure applies when clicking the save button causes the portal page to instantly refresh or clear without successfully uploading the compliance document.

Common User Query:

"every time I try to save the new document it just resets"

Root Cause:

Page resets are caused by the use of an unsupported web browser, corrupted local browser cache files, or an invalid date structure that violates the platform's input mask.

Resolution Steps:

1. Close the current window and switch to an explicitly supported web browser. The Felix platform requires the use of Google Chrome (or any other Chromium based browser), Mozilla Firefox, or Microsoft Edge to successfully process data inputs.
2. Open the designated browser settings menu, and clear the browser cache and cookies to remove localised data conflicts.
3. Return to the Compliance Documents section within the supported web browser interface.
4. Re-upload the compliance document into the portal file dropzone.
5. When completing the date fields manually, verify that the text matches the strict DD-MM-YYYY date format precisely or use the calendar widget to select the date.
6. Click the Save Document button to store the compliance data.

 

3. Removing Unexpected Service-Based or Questionnaire-Driven Document Requests

This procedure applies when the platform prompts the vendor for unexpected insurance types, regional licenses, or specific documentation (e.g. ISO policy documentation).

Common User Queries:

• "I do not have the required document and need it removed"
• "I don't know why this document requirement is appearing"

Root Cause:

The vendor profile may contain incorrect selections within Onboarding/Compliance Questionnaire answers or active Service categories (such as selecting a "Hire Equipment" service category or checking multiple geographic operating boundaries by mistake during initial configuration).

Resolution Steps:

1. Navigate to the application stepper on the primary Dashboard and click the Questionnaire section.
2. Locate the specific questions related to the document being requested.
3. Deselect or update any questions which may be triggering required Compliance Documents (e.g. any states or regional territories where the vendor business does not physically maintain active operations.)
4. Navigate to the Services selection page within the Vendor profile.
5. Review the active services list and deselect irrelevant service classifications listed against the Organisation you are onboarding for (such as removing "Equipment Transport Services" or "Labour Hire" if the business does not provide or does not currently hold licenses for those services).
6. Click the Save & Continue button. Modifying the onboarding questionnaire responses and service selections prompts the Felix Compliance Document Rules engine to recalculate profile requirements, automatically removing the irrelevant mandatory document items.

NOTES:

• If you are unsure why you are being requested to provide a particular document, please enquire with the Organisation you are onboarding with directly. 
• If you have previously been Approved with an Organisation and need to update your Questionnaire Responses, please reach out to the Organisation you are onboarding with directly to request an "Unlock" of your Questionnaire. Questionnaire's cannot be modified after submission of your onboarding to the Organisation without an Unlock being issued.
• Felix CANNOT modify an Organisation's configuration on behalf of an individual Vendor. If you are unable to proceed with your onboarding due to the Organisation's configuration, please contact the Organisation directly to discuss how to proceed.

 

4. Correcting AI OCR Document Recognition Failures

This procedure applies when the automated platform document reader misinterprets printed data, resulting in an immediate system rejection or an incorrect parameter mapping.

Common User Queries:

 • "document rejected, I have double checked the details"
• "something wrong with the AI compliance check system"
• "automatically translates to AUD"

Root Cause:

The automated AI OCR parsing tool misread text boundaries on the uploaded PDF certificate, creating an AI OCR Field Mismatch. This occurs when the AI engine misinterprets an Expiry Date (e.g., reading 30/09/2025 instead of 30/09/2026), misidentifies a Policy Number, or misinterprets a foreign currency symbol (e.g., reading a GBP certificate and auto-converting the face value into AUD).

Resolution Steps:

1. Clear your local web browser cache and cookies to eliminate formatting conflicts before uploading the file.
2. Upload the compliance document file into the portal file dropzone and wait for the AI OCR tool to populate the fields.
3. Before clicking the save button, review the auto-populated text fields against the text printed on the actual compliance certificate PDF.
4. Click directly inside any incorrect text fields (such as the portal Expiry Date field, Policy Number field, or Currency dropdown selector).
5. Manually delete the text populated by the AI tool, type the exact parameters stated on the physical certificate, and select the correct original certificate currency from the dropdown menu.
6. Click the Save Document button to override the automated validation rejection. If other OCR extraction issues persist, clear the local web browser cache and re-upload the file.

 

5. Managing Manual Client-Side Rejections

This procedure applies when a document successfully uploads to the platform but is later declined during human evaluation by the hiring Organisation.

Common User Query:

"My Indemnity Insurance document says $5M, why was it declined?"

Root Cause:

The uploaded document cleared the automated Felix platform AI OCR validation parameters but failed to satisfy the specific client Organisation's distinct internal risk policies, minimum coverage limits, or administrative criteria.

Resolution Steps:

1. Navigate to the Compliance Documents section on the Dashboard page, for the Organisation you are onboarding with and locate the declined document.
2. Review the manual rejection notes provided by the hiring Organisation's reviewer to identify the specific policy deficiency.
3. Felix Support cannot assist with manual rejections, as Felix Support agents cannot alter or override client-defined approval thresholds.
4. Contact the Organisation's compliance or procurement manager directly  to discuss specific policy variances or coverage adjustments.

6. Troubleshooting Empty Noticeboards and Missing Client Organisations

This procedure applies when a vendor receives email alerts regarding expiring tracking parameters, but the corresponding requirements are missing from the online dashboard view.

Common User Queries:

• "I have logged in I cannot see any documents need updating"
• "Noticeboard/Dashboard is blank"

Root Cause:

If the Vendor account is associated with more than 5 distinct Organisations, the Felix platform interface will show only the most recent 5 Organisations on the Dashboard. Alternatively, if the Organisation is completely missing from the entire account, the business may have a duplicate account.

Resolution Steps:

1. Log in to the Felix Vendor Portal and view the primary Dashboard page.
2. If the Vendor profile is associated with more than 5 distinct Organisations, locate the View all Organisations button situated directly on the primary Dashboard page.
3. Click the View all Organisations button to expose the hidden client profiles. Alternatively, click the main navigation menu and navigate through The Felix Memberships > Organisations.
4. Select the specific hiring organization that issued the compliance email reminder to expose the hidden pending document requests.
5. If the Felix Noticeboard remains completely blank and the target hiring organization is completely missing from the entire portal structure after checking all memberships, locate the primary corporate registration parameters—such as the Australian Business Number (ABN) or Australian Company Number (ACN)—for the active profile.
6. Contact Felix Platform Support to request an account merge. Felix Platform Support can successfully consolidate duplicate vendor accounts provided that the corporate business identification numbers on both duplicate accounts match exactly.

 

7. Understanding Account Suspension Delays and the "Pending Review" Status

This procedure applies when a vendor has submitted updated documentation but the profile remains locked or suspended.

Common User Query:

"I uploaded my compliance documents yesterday, but my account is still suspended."

Root Cause:

The uploaded document has successfully been updated in the Vendor Portal and transitioned to a status marked Pending Review. An automated or manual account suspension will remain until the specific client Organisation completes a manual audit and approves the uploaded certificate contents unless the automatic Approval feature has been enabled for that Organisation.

Resolution Steps:

1. Navigate to the Compliance Documents stepper and locate the target document record.
2. Verify that the "You have documents below which need to be actioned. Please do so as soon as possible to remain compliant." message is NOT showing.
3. If document approval is causing an active suspension, contact the Organisation's directly to discuss manual document evaluation. Do not open a support ticket with Felix Support, as platform agents are unable to approve documents on behalf of an Organisation.

Troubleshooting Quick Reference

Customer Symptom	Underlying Root Cause	Required Remediation Action
"Asking for a dollar value, there is no dollar value on Workers Compensation Insurance"	Physical policy certificates do not feature a fixed monetary coverage limit, but the Felix platform form requires a numeric entry for validation.	Locate the mandatory Cover amount field on the document upload form. Manually type the numerical digit 0 into the Cover amount field and click Save Document to force the platform to dynamically convert and display the entry as "N/A" once saved.
"Every time I try to save the new document it just resets"	Page resets are caused by using an unsupported web browser, corrupted local browser cache files, or an invalid manual date format layout.	Switch your browser exclusively to Google Chrome (or any other Chromium-based browser), Mozilla Firefox, or Microsoft Edge. Clear the internet browser cache and cookies, and verify that all manually entered dates conform strictly to the required DD-MM-YYYY format mask before clicking Save Document.
"I do not have the required document and need it removed" / "I don't know why this document requirement is appearing"	The vendor profile contains incorrect selections within historical questionnaire answers or active service classifications, triggering client compliance rules.	Access the Questionnaire section via the stepper and deselect inactive operating states or territories. Next, navigate to the Services page and deselect irrelevant classifications (such as "Equipment Transport Services" or "Labour Hire") listed against that specific Organisation. Click Save & Continue to remove the requirements. If the questionnaire is locked, contact the Organisation directly to request an administrative Unlock.
"Document was rejected, I have double checked the details" / "Automatically translates to AUD"	The automated AI OCR parsing tool misread text boundaries on the uploaded PDF file, generating an AI OCR Field Mismatch on fields such as the Expiry Date, Policy Number, or Currency symbol.	Clear the browser cache and re-upload the document into the portal file drop-zone. Before clicking save, click directly inside the incorrect fields (such as the portal Expiry Date field, Policy Number field, or Currency selector dropdown), clear the text populated by the AI, and manually type the exact parameters stated on the physical certificate.
"My Insurance document says $5M, why was it declined?"	The document successfully passed the platform's automated AI OCR validation checks but failed to satisfy the client Organisation's distinct internal coverage rules, minimum risk limits, or administrative criteria.	Locate the declined document in the portal, review the manual rejection notes provided by the hiring Organisation's reviewer, and contact the Organisation's compliance manager directly to discuss variances, as Felix Support cannot alter client thresholds.
"I have logged in I cannot see any documents need updating" / "Noticeboard/Dashboard is blank"	The vendor profile is linked to more than 5 Organisations, causing lower-ranked client profiles to be hidden from the primary dashboard view, or the business is accessing a duplicate account registration.	Locate and click the View all Organisations button on the primary Dashboard page, or navigate through the main menu via The Felix Memberships > Organisations to expose hidden compliance tasks. If the Organisation is completely missing, gather your corporate business registration number (ABN/ACN) and contact Felix Platform Support to request an account merge.
"I uploaded my compliance documents yesterday, but my account is still suspended"	The compliance document has successfully saved and transitioned to a Pending Review status, meaning the account suspension will remain locked until the specific client Organisation executes a manual evaluation.	Verify that the compliance document displays a status of Pending Review and that the active action message is gone. Contact the hiring Organisation directly to request an expedited manual review, as Felix Support agents are unauthorised to approve documents on behalf of a client.