You uploaded documents, but the Transaction record, the Required here rail on Files, or the Workflow tab didn't populate. Work through these in order — the first two explain most cases.
1. Is processing actually finished?
On the Files tab, each document row carries a status pill. Queued or Processing means extraction is still running — large or scanned files take a few minutes, and the transaction fills in as each document completes. (The upload window shows the same thing as Analyzing.) A spinner is patience, not a problem.
A row that still reads Uploading after the upload window finished hasn't been started yet, and within the hour it goes one of two ways. If the file reached us — the upload window said Uploaded, but processing couldn't start yet — it starts processing on its own. If it never fully arrived — the window said Transfer failed, or the browser was closed while it was still transferring — the row is removed, and you add the file again. Re-adding a file sooner is safe either way: if the first copy did arrive, it's dropped, so the transaction doesn't end up with two.
2. Is the anchoring document there?
Different surfaces depend on different documents:
- Deadlines need the purchase agreement — and the latest counter offer, since counters supersede the original terms. Without them there's nothing to derive dates from.
- Transaction record fields come mostly from the contract documents too.
- Checklist items check off only when a document of the matching type is on the transaction — disclosure forms tick the checklist; a contract doesn't. A form bundled inside a packet counts: the row shows the form's code and an in packet tag.
If the contract is missing, upload it and give it a minute.
3. Did anything show "Held — limit reached" or "Failed"?
- Held — limit reached (in the upload window) — your free first transaction used all of its included AI processing, so the document is held unprocessed; the Files tab lists it as Failed. Buying a transaction raises the limit. See Plans and usage.
- Failed — the file didn't process. Both the upload window and the document row on Files now name the reason (password-protected, unsupported type, damaged, and so on), which usually tells you what to fix; the full decoder is in Upload problems.
4. Still wrong?
If processing finished, the right documents are present, and the data is still missing or incorrect — that's on us to look at. Open the account menu under your avatar → Contact support, choose Issue, and name the transaction and the document. Support sees it with your account attached.