Troubleshooting common OneComply issues

• Check your role in Settings > Members. Some actions require Owner, Admin, or Compliance Officer.
• If you were recently removed from an organisation, sign out and sign back in to refresh your session.
• If the page is plan-gated, the billing page shows which plan or add-on unlocks it.
• If you believe access is wrong, ask an Owner/Admin to verify your role before opening a support ticket.

• Confirm the file is under the displayed upload limit.
• Use supported document, spreadsheet, image, log, or archive formats.
• Rename files with simple letters, numbers, hyphens, and underscores if a filename is rejected.
• If storage quota is reached, delete unused drafts or buy a storage add-on before uploading more evidence.

• Download the template or sample file for the exact import type.
• Fix rows marked BLOCKER first. Warnings can usually proceed to review.
• Use stable IDs for controls, vendors, or incidents so re-imports can detect changes instead of duplicating rows.
• Cancel the preview if the wrong spreadsheet was uploaded, then upload the corrected file.

• Keep the connector in review mode until incoming events are filtered correctly.
• Filter test events, low-severity alerts, heartbeat events, and duplicate reopen notifications at the source tool.
• If OneComply disables the source, review the last error in Dashboard > Integrations, fix the source, then re-enable it.
• Use stable provider event IDs so retries are deduplicated.

• Open the report readiness checklist and fix mandatory entity, vendor, incident, or evidence fields.
• For DORA RoI or CSSF packages, confirm legal entity details and required vendor fields are complete.
• Generate a new draft after fixing data. Do not submit a stale export.
• Authority submission and legal interpretation remain your organisation's responsibility unless explicitly agreed as a service.

Use Dashboard > Support so the ticket is linked to your organisation. Include the page URL, expected result, actual result, and any import batch or report ID shown on screen.