Troubleshooting
Most problems in Duely have a simple cause. This section covers the ones that come up most often, in the order to check them.
If you are looking for how something is meant to work rather than why it is not working, the Using Duely section is the better place to start.
The pages in this section
| Page | What it covers |
|---|---|
| Common Issues | The quick fixes that resolve most day-to-day problems |
| Login and Access Issues | Problems signing in, staying signed in, or seeing the right information |
| Missing Obligations | What to do when an expected obligation or due date is not showing |
| Evidence Upload Problems | Refused files, stalled uploads, and evidence missing from a pack |
| Contacting Support | How to raise a ticket and what to put in it |
Where to start
Work through Common Issues first. It resolves the majority of support tickets, and it is quicker than waiting for a reply.
If that does not solve it, Contacting Support explains what to include so the answer comes back faster and more accurately the first time.
The Help Center
There is also help inside the product, under Support in the sidebar. Help Center is the landing page: it has a search box across the top, shortcuts to Getting Started, FAQ and Submit Ticket, and topic cards covering each area of the product with a count of the articles in each.
The banner at the top of the Help Center covers what Duely Verify checks and which Australian data sources it uses. Read it before treating a verification result as wrong, since it explains what the check can and cannot see.
My Tickets sits next to Help Center under Support and lists your own support tickets, which is covered on Contacting Support.
Before you report a problem
Four things make a support request far easier to act on:
- What you were doing: the screen and the step, not just the outcome.
- What you expected, and what happened instead: the gap between the two is usually the whole problem.
- The exact wording of any error, copied rather than summarised. A paraphrased error often points at the wrong cause.
- Whether it is blocking you: a problem that stops work entirely is treated differently from one that is a nuisance.
Related pages
- Using Duely, for how the workflows are meant to work.
- Known limitations, because some things that look like faults are deliberate boundaries.
- Glossary, for the terms used in this section.