Investor Stuck at KYC — Triage Checklist
Decision tree for moving an investor unstuck from KYC Pending / KYC Failed / ID Verification Failed.
Investor Can't Log In
Triage steps for an investor who cannot sign in — wrong URL, password reset, OTP issues, locked account.
DocuSign Envelope Won't Send
Common causes when a subscription document fails to send, and how to resolve.
Bulk Distribution Preview ≠ Final
What to check when the preview of a bulk distribution does not match the executed run.
Transaction Won't Mark Paid
Diagnosing why a transaction stays in Payment Pending after a wire has reportedly arrived.
Investor Says They Didn't Receive an Email
Steps to confirm whether an email was sent and to resend if necessary — checking spam, bounce, and template state.