Skip to main content

Common Issues

Most problems in Duely have a simple cause, and working through this page fixes most of them faster than waiting for a reply.

If nothing on this page helps, the other pages in this section go into more detail, and Contacting Support explains how to raise it.

A page will not load​

  • Refresh the page. A single failed request is usually a stale session rather than an outage.
  • Check whether a colleague sees the same thing. If they do, it is the platform or your firm's data. If only you are affected, it is local to your browser or account.
  • Try a private browsing window. If the page loads there, the cause is a stale cookie or an extension, and signing out and back in usually clears it.
  • Clear the site's cache only after trying the above, since it signs you out.

A change did not save​

  • Look for the confirmation before navigating away. Duely tells you when a save has succeeded, and moving on before that message appears is the usual cause.
  • Check you can edit that record. The interface hides or disables actions your role cannot perform, so a missing save control is often a permissions matter rather than a fault.
  • Re-enter the change and wait for the confirmation rather than clicking save repeatedly.
  • Check for a validation message. A required field left empty stops the save, and the message names the field.

Numbers or dates look wrong​

  • Check the filters. A filter left on from a previous visit is the commonest cause of a total that looks too low.
  • Check the date range. Reports and lists default to a period, and a figure outside it looks like missing data.
  • Compare against the same view unfiltered, which isolates whether the filter or the data is the problem.
  • Check which version a figure belongs to. Where a record is versioned, such as an AML/CTF program or an evidence pack, the figure shown is the one for that version rather than the latest state.

An email did not arrive​

  • Check the spam and junk folders first, and mark Duely as safe if it landed there.
  • Confirm the address recorded against your user. Ask an administrator to check it at Team Members, under People and Training, since that is where firm users and their details are held. Your sign-in address is not always the address on your user record.
  • Ask your IT team to allow mail from Duely if nothing arrives at all. This affects every user at your firm rather than only you, so check whether colleagues are affected too.
  • Check your notification settings if emails arrive for some things but not others, since per type preferences can switch a category off.

A page is slow but not broken​

  • Check the size of what you are viewing. A customer or matter with a long history loads more than a new one.
  • Close other tabs and heavy applications, since the workspace is a browser application.
  • Retry once before assuming a problem. If a slow response recovers on its own, say so rather than reporting it as a failure.

Before you report it​

Note the screen, the exact steps, and the time it happened. Contacting Support lists the other fields to include in a ticket.