SettleWise Troubleshooting and Common Issues
This page covers the most common questions and issues firms encounter during onboarding and daily use of SettleWise, including document sorting, gap detection, form generation, and team access.
Document Sorting Issues
- Use the one-click reclassification tool to move it to the correct category.
- The system provides a starting point; your paralegal has full override control on every document.
- Confirm the client is using the correct portal link for their matter (each client receives a unique link).
- Check that the client's upload completed — large PDF files may require a moment to process.
- Refresh the case view; auto-sorting runs as uploads arrive.
Gap Detection Issues
- Verify the document's date range is legible and was read correctly by the system.
- If the statement covers an unusual date range or non-standard format, reclassify or manually mark the period as received.
- Contact support if a specific document type is consistently misread.
- Review the document checklist requirements for the case — the required date ranges are set at the case level.
- Adjust the checklist to match the actual discovery requirements for that matter.
Financial Affidavit and Balance Sheet Issues
- All extracted values are drafts for paralegal and attorney verification — edit any figure directly in the affidavit.
- Cross-reference the source document using the document viewer.
- If a specific document type is consistently extracting incorrectly, contact support with an example.
- Confirm your jurisdiction's form coverage with the SettleWise team during onboarding.
- Some state-specific forms may require configuration — contact support to confirm what is available for your jurisdiction.
Team Access and Permissions
- Check the role-based permissions for that team member — access is scoped by role and may need to be updated by a firm admin.
- Confirm the paralegal was invited to the firm account (not just emailed a portal link).
- Confirm the case workflow has reached the export step — the affidavit is generated after extraction and paralegal verification.
- Check that the attorney's role has review and export permissions enabled.
Practice-Management Integration Issues
- Data import happens during onboarding — contact the SettleWise onboarding team if import data is incomplete or misaligned.
- Partial imports can be corrected before the first case is run.
Getting Additional Help
- Use the in-app support to submit a ticket with the specific case and document in question.
- For onboarding and implementation questions, contact your onboarding contact directly.
- To schedule a demo or discuss your firm's setup: [https://cal.com/iii/settlewise-demo](https://cal.com/iii/settlewise-demo)
FAQ
- What should I do if extraction consistently gets a specific document type wrong?
- Edit the value directly in the affidavit draft and contact SettleWise support with an example of the document. All extracted values are editable drafts — nothing is filed without attorney review.
- A team member can't access a case. What do we check first?
- Check that the team member was invited to the firm account (not just sent a client portal link), and verify their role-based permissions include access to that case. Role permissions are managed by the firm admin.