This isn't what we like to hear!
To help you ASAP, here are some troubleshooting tips:
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Add Document - If you're uploading a document to your case file, please make sure it's smaller than 8MB. Most inboxes won't accept emails larger than 8MB. Keep your case file smaller than this to make sure your case file is received.
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Resize files by opening them on your computer, clicking "Save As", then changing the quality settings.
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Once you've saved a smaller version, open it to check it remains legible at the lower quality setting.
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Resolver App - We're working hard to improve our app, but it doesn't meet our high standards at the moment! We've switched it off until we're happy with it. If you've still got it downloaded, it won't work. Please delete the app and use the website on your computer or smart phone for the timebeing. Sorry for the inconvenience.
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Can't log in! - If you have forgotten your password you can reset your password here. If you know your password and it just isn't working, make sure there are no capital letters in your email address. If it still doesn't work, please contact us.
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Browser troubles - our website works best on Google Chrome or Firefox! Please try using these browser and see if that rectifies the issue. If it doesn't, please contact us!
If these don't help and you still need to find a fix, get in touch via our contact form. Please give as much information as possible. The more information you can provide, the faster we can get things sorted. Screenshots are always very useful!
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Are you logged in?
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If you're opening a case, what stage are you at filling in the form?
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Which company is your complaint with?
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Are you escalating your complaint directly to the regulator?
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The type of device you are trying to log in to the site on, i.e. smartphone, tablet, laptop or desktop.
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If you are using a laptop or desktop, are you using a Mac or a PC?
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If your enquiry relates to uploading files, what size are the files?
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Are you using Wifi or mobile data?
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If you see an error message, what does it say? Please send us a screenshot if possible.