Uploading a Return
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      2. Getting Started
      3. Uploading a Return

      Why did my upload fail?

      We apologize if you are having issues uploading. For your reference, we have created a checklist below that should assist you in troubleshooting the issue. Please feel free to reach out to our support team if you have any further questions.

      For our reference, take screenshots of any error messages you receive during this process.

      • If none of the options provided below work for you, these screenshots will be very beneficial to our Support and Development teams to find a timely solution to your uploading issues.

      Please take note of your approximate upload time

      • There may have been an issue with our servers, so please try uploading again. If this does not work we suggest logging out and back in and then trying to re-upload.

      What browser are you using?

      • Typically, our software works best when accessed through Google Chrome or Firefox.

      Check the file size and type of the document 

      • If the file size is over 20 MB, our software will not accept it. Please refer to this article for more information on how to condense your file.
      • Our software only accepts documents that are in a PDF format. If your file is not a PDF, you will need to convert it into this file type.

      There is a chance your document could be corrupted.

      • Are you able to view the file on your computer?
        • If you are able to open the file, try selecting the 'Print' option and in the drop down select 'save as a PDF'. 
        • You may also try to print out a physical copy of the return and rescan the pages to create a new file.

      Is your account linked to your firm?

      • Reach out to your firm admin to verify that the email address you are using to upload from is the same one listed as a user on the firm account.

      If none of these options worked for you:

      • Please reach out to our support team at support@holistiplan.com. We will be happy to assist you in anyway we can.
        • If possible, attach two screenshots, one of your console page along with another of the network tab accessible via a tab on that same page.
        • To view your console: 
          • "Cmd + Option + J" (on a Mac) or "Ctrl +Shift +J" (on Windows).
          • Your console should look as follows:

      • To streamline the process, please include screenshots of any error messages you have received as well as the results of the troubleshooting options listed above. 
        • Please note that we are unable to receive any personal information or files via email due to security reasons.