Troubleshooting

AI classification accuracy depends on scan quality. To improve results:

• Ensure you are scanning at 300 DPI or higher.
• Use colour scanning — letterheads and logos help identification.
• Make sure pages are not skewed or crooked.
• Check that the entire letter is visible — avoid cutting off edges.

If classification is still incorrect, you can manually reassign the sender type before delivery.

Client matching uses company names, registration numbers, and addresses. To improve accuracy:

• Add the Companies House number to all clients — this is the most reliable identifier.
• Ensure the client company name matches exactly as it appears on letters.
• For clients with multiple trading names, add all variations to the client record.

You can always manually reassign a letter to the correct client before delivery.

Check these common causes:

• Invalid email address — Verify the contact email is correct in the Clients section.
• Full inbox — Ask the recipient to free up space.
• Spam filter — Ask the recipient to whitelist your sending domain or the ComplyPost sending address.
• DNS issues — If using a custom domain, verify your SPF, DKIM, and DMARC records are set up correctly.

After fixing the issue, retry the delivery from the Deliveries page.

Large files may take longer to upload. Try these steps:

• Check your internet connection is stable.
• Ensure the file is under 100MB.
• Try splitting very large batches into smaller files (50–100 pages each).
• Make sure the file is a valid PDF — corrupted files will fail.

The AI detects letter boundaries by looking for new letterheads, addresses, and page formatting changes. To help the AI:

• Make sure each new letter starts on a fresh page.
• Avoid scanning envelopes between letters.
• Keep pages in the correct order.

If you have set up a custom sending domain but emails are not going out:

• Verify that all DNS records (SPF, DKIM, DMARC) are correctly configured.
• DNS changes can take up to 48 hours to propagate.
• Check the domain verification status in Settings → Email Domain Setup.

ComplyPost uses role-based access control. Check the team member's role in Team settings:

• Viewer — Read-only access. Cannot upload or deliver letters.
• Operator — Can upload and deliver, but cannot manage settings or team.
• Admin — Full access except billing and organisation deletion.
• Owner — Full access to everything.

Upgrade the team member's role if they need access to additional features.