Support

Problem: Documents not uploading or processing fails

Solution:

• Ensure file size is under 50MB
• Check file format (PDF, PNG, JPG, TIFF only)
• Verify your internet connection is stable
• Try refreshing the page and uploading again

Problem: Cannot connect to CargoWise or push jobs

Solution:

• Verify eAdaptor credentials are correct
• Check your CargoWise firewall allows our IP addresses
• Ensure your CargoWise user has necessary permissions
• Test the connection in Settings > CargoWise Config

Problem: Incorrect or missing data in extracted fields

Solution:

• Ensure document quality is good (not blurry or low resolution)
• Check document is in English or supported language
• Manually correct fields and flag for improvement
• Contact support if consistently missing specific fields

Problem: Container tracking or carrier data not loading

Solution:

• Verify booking reference format is correct for the carrier
• Check carrier system isn't experiencing downtime
• Wait 5-10 minutes and try refreshing (carrier APIs can be slow)
• Contact support if issue persists beyond 30 minutes

Problem: Cannot log in or access account

Solution:

• Use "Forgot Password" to reset your password
• Clear browser cache and cookies
• Try logging in from an incognito/private browser window
• Check if your organization admin has disabled your account