Troubleshooting: Common Issues & Fixes

If something's broken, scan here before contacting support — most issues have a 30-second fix.

Stripe Connect stalled at 'restricted'

• Re-open onboarding from Billing → Resume Stripe — Stripe usually needs one more document
• Check the email Stripe sent — it lists exactly what's missing
• Use a desktop browser (mobile sometimes fails on file upload)

Watermark missing on a downloaded PDF

• Confirm you downloaded via Resources → Seat row (not a shared link)
• Files cached from before watermarking was enabled will be unwatermarked — re-download
• Open the PDF and scroll to the very last footer; on rare large PDFs the watermark is footer-only

Seat invite email not received

• Check the spam folder for notifications@licensing.allentertainment.com.au
• Confirm the email address on the seat row is correct
• Click Resend (max 1/hour)
• If the recipient's domain is on our suppression list (previous bounce/complaint), it will fail — switch to a different address

Contract won't sign — button greyed out

• Type your full legal name exactly as it appears in the producer field
• Tick the 'I have authority' checkbox
• Browser blocking third-party cookies can break the signature canvas — disable the blocker for our domain

Auto-approval didn't fire

• Check the request detail — it lists which rule failed
• Common: capacity exceeds tier, compliance docs expired, blackout overlap