FAQ
Cases
I opened a case on the wrong company. What now? Open the right one. The wrong case stays in the list as the record of work already done; if it has to come out of circulation, ask support.
The company is not in the search results. Two possibilities. The country may not be one of the forty that can be searched. The register list names them, and names the register behind each. Or the register simply does not carry the company. Either way, enter its details yourself and open the case anyway.
I searched and got three companies, none of which is mine. Do not open a case on the closest one. Under the list there is a link to enter the details yourself. A register answering is not the same as a register answering about the company you meant.
Can I edit a case's company details? Only on a manual case, on the same form it was created with. A case opened from a register carries the register's record; the way to correct that is to re-enrich, which is a second paid lookup.
I closed the tab while something was running. Nothing was lost. Every long-running thing here is watched rather than queued in a browser, so it settles the next time anybody opens the case.
Fields
A field is empty and I know the answer is in a document on the case. Three things to check, in order: has the document been read on the Extract tab; does its type have a schema; does that schema call the value what the configuration calls it. The row on the Fields tab tells you which schemas would cover the field.
Two sources disagree. Which one does the report print? The strongest, by precedence, unless you record a resolution accepting a particular source, in which case that one.
Can I just correct the value to make the warning go away? No, and the product will not let it look as if you did. A correction leaves the field disputed and makes the report say somebody corrected a value nobody corrected. Use a resolution.
I resolved a disagreement and it came back. New evidence answered the same field, so the judgement is now about a different question. It is marked sources have changed and carries what you decided before.
Ownership
The walk stopped early. Either its budget is gone, in which case press Raise budget, or every remaining branch is below your threshold or has no stated stake. Those branches are still on the canvas, with prices, one click each.
A branch shows no percentage. The register named the holder and recorded no percentage. That is unknown, not zero, and it is why the effective figure above it cannot be computed. The walk will not spend on it, but you can expand it yourself.
Expanding a branch: does that eat my budget? No. Manual expansions are neither charged against the budget nor blocked by it. The price is on the pill before you click, and manual spend is tracked separately.
There are no beneficial owners in the table. Either nobody meets the threshold, or a chain contains an unstated stake and the figure above it is unknown. The report says which, in its control basis statement.
Documents and extraction
A document says it cannot be read. Either it has no type, so set one on the Documents tab, or its type has no schema, so write one. The link is on the card.
A document arrived as a zip. Some filings come as a machine-readable archive plus a PDF rendering. Download gives you the PDF; the archive is reachable from the same row as the filed original.
Can I re-read a document with a corrected schema? Yes: discard the extraction and read it again. Discarding does not refund what the first reading cost.
Screening
A subject has matches. Is that a hit? No. Matches are candidates, unscored. The result page is where you review them, and the identifiers and the reason it matched are usually the fastest way to dismiss a namesake.
A director who left years ago is not in the list. Correct. Only current appointments are offered: somebody who left is not part of the customer being onboarded.
Adverse media shows a huge number under Political. That category is noisier than the others by an order of magnitude, and a sitting politician scores in the millions there without a word of it being adverse. It is shown, and it is deliberately not treated as adverse.
Reports
Can I change an issued report? No, and that is the point of issuing. Issue another one; every issue is kept, with its date and who issued it.
A part I expected is missing. Read the manifest on the report page. Either the case's data does not make that part meaningful, or the configuration did not ask for it. The manifest says which.
The PDF link is not there yet. It is still building, because the evidence appendix crops a page out of each cited document. The row settles on its own. The report exists from the moment the button returned.
Access
A tab says a feature is not configured. That capability has not been set up on your deployment. Everything else still works. Ask support.
I changed my password and got signed out everywhere. Deliberate. The point of changing a password is the one that may have been compromised, and a change that leaves an intruder signed in is not the lever it is meant to be.