> For the complete documentation index, see [llms.txt](https://docs.uptiq.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.uptiq.ai/commercial-lending/help/troubleshooting.md).
# Troubleshooting
Find the cause and the fix for messages and blocked actions you may meet in documents, entities, intake and products.
Each row gives what you see, why, and what to do. The fix is the one the owning page documents.
## Intake
| What you see | Why | What to do |
| ------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------- |
| Red "is required" messages under fields when you select **Continue** | Mandatory fields are empty | Fill the fields. See [Create an application](broken://pages/jy8mBPWHRQj8daUlc1Il). |
| Your draft is gone after you switched browsers | Your draft is saved in the browser where you created it | Finish in one session, or share the application link to continue elsewhere. See [Share an application link](broken://pages/rcx1W9b9UuFC6sjfB4aJ). |
| "Failed to create application. Please try again." | The application was not created | Try again. See [Create an application](broken://pages/jy8mBPWHRQj8daUlc1Il). |
| "The global intake is for borrowers. This user has other roles and no borrower role." | A global intake link is for users with the borrower role, and your user has other roles and no borrower role | Use a user that has the borrower role. See [Intake links](broken://pages/tdn7KK2suczWReQLWFXM). |
## Documents
| What you see | Why | What to do |
| ------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| A **Password Protected** badge on a document, and it won't classify | A protected file can't be classified until it's unlocked | Select the badge, or **Unlock / Enter Password** in the actions menu, enter the password and select **Unlock & Store**. See [Documents](broken://pages/XsuD4CRhLme4qZzQ79gw). |
| Extraction reports a mismatch on a Form 990 and the document is marked partial | The document contains a Form 990 and the entity type isn't **Non-Profit Organization**. Retrying extraction doesn't clear it | Change the entity type to **Non-Profit Organization**, or re-upload the correct return. See [Step 1: Document extraction](broken://pages/pGn9CKIkig7T0UKqTwth) and [Legal entity types](broken://pages/k6xwZadQrMvSgV0zxMQP). |
| "Document upload failed." | The upload did not complete | Upload the document again. See [Upload and confirm documents](broken://pages/drpTg62vYfKyaDZET4jg). |
## Entities
| What you see | Why | What to do |
| ------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------- |
| "The 'Affiliate' entity role is only available for business entities." | **Affiliate** is only for business entities | Choose another role for this entity type. See [Entity page](broken://pages/8e85q76D0mvxqBTjiLnp). |
| "A property cannot be both collateral and affiliated." | A property can't hold both flags | Remove one flag and save first, then set the other. See [Entity page](broken://pages/8e85q76D0mvxqBTjiLnp). |
| **Remove Collateral Status?** | Removing collateral status permanently deletes all financial data associated with the property, and it can't be undone | Select **Remove Collateral** only if you intend to delete that data. |
| The debt's schedule button is disabled | The debt was imported from a credit report ("Imported from a credit report — cannot calculate a schedule."), or required fields are missing (the tooltip lists them) | Fill the fields the tooltip lists. A debt imported from a credit report can't have a schedule calculated. |
| **Term doesn't divide evenly into payment periods** | The schedule runs *n* full periods, then a final shorter period that pays off the remaining balance in one lump sum | Continue, or select **Cancel** to adjust **Term** or **Amortization**. |
| "A UCC search is already running for this entity. Wait for it to finish before starting another." | A search for this entity is still in progress | Wait for it to finish, then start another if you need one. See [Run a UCC search](broken://pages/alfbdPQMClIAUTq6afhK). |
| "This lien was changed by someone else since you loaded it. Reload and try again." | Another user reviewed the same lien after you opened it | Reload the page and review the lien again. See [Run a UCC search](broken://pages/alfbdPQMClIAUTq6afhK). |
## Underwriting
| What you see | Why | What to do |
| ------------------------------------------------------------------------------------ | ----------------------------------------------------- | ------------------------------------------------------------------------------------------------------- |
| "This spread was changed by someone else since you loaded it. Reload and try again." | Another user saved the spread after you opened it | Reload the page and make your change again. See [Spreading guide](broken://pages/5CXyjyUhQnGBw2ZG5oPG). |
| "A column for *period* already exists on this spread." | The spread already has a column for that period | Use the existing column. See [Spreading guide](broken://pages/5CXyjyUhQnGBw2ZG5oPG). |
| "The underwriting column cannot be deleted." | The platform does not allow that column to be deleted | Keep the column. See [Spreading guide](broken://pages/5CXyjyUhQnGBw2ZG5oPG). |
## Stage transitions
| What you see | Why | What to do |
| -------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| "Invalid stage transition from *stage* to *stage*." | The move is not one the product's stage configuration allows. Applications follow the configured transition | Move the deal to the stage its configuration names next. See [Move a deal to the next stage](broken://pages/t6LisdkJulB1Ah4ZKES8) and [Stages](broken://pages/oK2QimtrsRhnI7HeQxK9). |
| "Operation *name* is not allowed in stage *stage*." | The operation is not allowed at the deal's current stage | Do it at a stage that allows it. See [Move a deal to the next stage](broken://pages/t6LisdkJulB1Ah4ZKES8). |
| "Cannot progress from closed stage." | The deal is at **Closed**, which has no next stage | No move is possible. See [Loan stages](/commercial-lending/getting-started/loan-stages.md). |
| "This deal is closed and cannot be modified. Please contact your administrator if changes are required." | The deal is **Closed** | Contact your administrator if changes are required. |
| "This application has been rejected or withdrawn and cannot be modified." | The application was rejected or withdrawn | No change is possible. See [Close out an application](broken://pages/mWnpYfZAwwpY1q2w4BPG). |
| "This decision is no longer awaiting approval — someone may have acted on it already." | Another user acted on the close-out decision after you opened it | Reload the page and check the outcome. See [Close out an application](broken://pages/mWnpYfZAwwpY1q2w4BPG). |
| "A close-out decision for this application is already awaiting approval." | A close-out decision for the application is already pending | Wait for that decision to be resolved. See [Close out an application](broken://pages/mWnpYfZAwwpY1q2w4BPG). |
## Products
| What you see | Why | What to do |
| ------------------------------------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------ |
| New applications can't use a product | A product must be both **Active** and **Published** | Activate and publish the product. See [Loan products](broken://pages/pJ5bqSjgNGLZa9TGDavT). |
| "This layout was changed by someone else since you loaded it. Reload and try again." | Another user saved the layout after you opened it | Reload the page and make your change again. See [Edit layouts](broken://pages/ZPwPO9cCYhlA5mOryqPM). |
| "The selected product has no published configuration in the destination company yet." | The product you chose for the move has not been published in the destination company | Publish the product in the destination company, then move the application. See [Loan products](broken://pages/pJ5bqSjgNGLZa9TGDavT). |
| "This application’s current stage doesn’t exist in the destination product’s stage list. Update the destination product’s stages before moving." | The destination product has no stage matching the application's current stage | Update the destination product's stages, then move the application. See [Stages](broken://pages/oK2QimtrsRhnI7HeQxK9). |
| "The destination product must be the same product type as the application’s current product." | The destination product is a different product type | Choose a destination product of the same type. |
| "This application’s status/stage no longer allows the company to be changed. Current: *status*." | The application has moved past the point where its company can be changed | The company can't be changed now. |
## Access
| What you see | Why | What to do |
| -------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------- |
| "Incorrect email or password." | The email or password does not match a user | Enter the correct email and password. |
| "Your session has expired due to inactivity. Please login again." | Your session ended after a period of inactivity | Sign in again. See [Session security](broken://pages/cddb62b687fec5d7fd1d96d5236306752121e1ba). |
| "Authentication failed. Please login again." | Your sign-in could not be verified | Sign in again. |
| "Invalid access token. Please login again." | The access token is not valid | Sign in again. |
| "Invalid refresh token. Please login again." | The refresh token is not valid | Sign in again. |
| "Token expired. Please login again." | Your token has expired | Sign in again. |
| "Unable to validate the JWT. Check that the tenant ID and client ID are correctly registered for this tenant." | The sign-in token could not be validated against the tenant and client IDs registered for this tenant | Check that the tenant ID and client ID are registered correctly. See [Authentication methods](broken://pages/mUT7jK562tdGefcpPqUa). |
| "You're not authorized to perform this action." | Your role does not allow the action | See [Roles and permissions](broken://pages/yaliiYSba8n5xC7fJa4n). |
| "*Feature* is not enabled for this tenant." | The feature is switched off for your organization | See [Features](broken://pages/46ffe76e7c2eb5ed80a19fe1885e3281337bb53f). |
| "This deal isn’t assigned to you. Please reassign it to yourself or reach out to the admin for access." | The deal is assigned to someone else | Reassign it to yourself, or ask the admin for access. See [Assign a team and pick up a deal](broken://pages/IUkGnVBQqOMbPRQvUEBd). |
| "You aren’t a member of the destination company." | Moving an application needs you to be a member of the destination company | Ask to be added to the destination company. See [Manage company users](broken://pages/XzOHzThCD1BEDtXNneGH). |
| "The chosen assignee or team isn’t a member of the destination company." | The assignee or team you chose for the move is not in the destination company | Choose an assignee or team that is a member of the destination company. |
## ICRE products
| What you see | Why | What to do |
| ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------ |
| "This deal's product type isn't set up. An administrator needs to set the ICRE subtype on this product in Tenant Admin (*value*); once set, every deal on this product will work." | The product has no ICRE subtype set | An administrator sets the subtype on the product in Tenant Admin. See [ICRE product types](broken://pages/rdFLinf6NmyjsZIfmOsB). |
| "This deal's product is set to an unrecognised ICRE subtype (*value*). An administrator needs to correct it on this product in Tenant Admin." | The product's ICRE subtype is not one the platform knows | An administrator corrects the subtype on the product in Tenant Admin. See [ICRE product types](broken://pages/rdFLinf6NmyjsZIfmOsB). |
| "Application *ID* is not an ICRE application." | The action is for ICRE applications and this one is not | Use the action on an ICRE application. |
## Related
***
{% columns %}
{% column width="83.33333333333334%" %}
Maintained by Abhishek Paul
AI-assisted, human-approved
{% endcolumn %}
{% column width="16.666666666666664%" %}
{% endcolumn %}
{% endcolumns %}
---
# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.
## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.
Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:
```
GET https://docs.uptiq.ai/commercial-lending/help/troubleshooting.md?ask=&goal=
```
`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.
