Troubleshooting

This means the portal rejected the password we have stored for it — usually because the password was changed on the portal's own site since we last logged in. The connection is skipped until the credentials are updated, so it won't keep retrying and risking a lockout. Click the "Wrong creds" badge in Settings → Connections to open Edit Credentials, then re-enter the current password. Once saved, the connection is picked up on the next sync cycle.

This means the verification code your portal sent didn't reach us — either it came from a sender address we don't yet recognize, or it landed in a spam or junk folder before it could be read. Go to Settings → Connections and add the sending address or domain in the 2FA code senders panel at the top of the page (for example noreply@yourportal.com or yourportal.com) — codes from that sender are then routed automatically. If the sender is already recognized, check the spam or junk folder of the inbox that receives your portal codes.

This is a transient issue — either on our side or the portal's — and there's nothing you need to do. The connection is automatically retried on the next twice-daily sync cycle.

This means the fund administrator has locked the account on their own side. Blocked portals won't run until this is resolved, so we don't further delay reconciliation by retrying against a locked account. Contact us and we'll coordinate with you on getting it unlocked.

If a portal repeatedly fails to receive its 2FA code, we automatically pause that connection and email you — a safety default that protects the portal account from further lockout risk from repeated failed logins. To fix it, resolve the 2FA delivery issue above (see "2FA didn't arrive"), then re-enable the connection. If you'd rather we kept retrying instead of pausing, go to Settings → Notifications, where this behavior can be turned off — though we recommend leaving it on, since repeated failed logins can lock the portal account out entirely.

Start with three checks in Settings → Digest Rules. First, confirm the rule's toggle is switched on — a disabled rule never fires. Second, use the Send button on the rule for a test send: it runs the rule instantly against the last 7 days of matching documents, which confirms the filters and recipients are wired correctly without waiting for the real cadence. Third, if the test send matches nothing, widen the filter — a rule scoped tightly by portal, doc type, or LP group can end up matching none of your actual documents if they don't carry that exact label. One more thing to know: this differs by rule frequency. A rule set to fire on arrival only catches documents received after it was created — it doesn't look backward through your existing archive. A rule on a daily, weekly, biweekly, or monthly cadence works differently: its first scheduled send can include existing documents that already match the filter, not just ones that arrive afterward.

On the sign-in verification screen, check your spam or junk folder first — that's the most common reason a code doesn't show up. If it's still missing, click Resend Code to have a new one sent. If codes consistently fail to arrive, email eilon@elementarai.com so we can look into your account's email delivery.

A send confirmation and inbox delivery are two different things. When the product shows a notification or digest as sent, it means the email was successfully handed off on our side — it doesn't guarantee the receiving mailbox delivered it to the inbox. The most common reason a sent email doesn't appear is spam or junk-folder filtering on the receiving end, especially the first few times mail arrives from a new sending address. Check spam or junk first, then add our sending address to your safe senders list. If it's still missing after that, email eilon@elementarai.com and we'll look into it from our side.

Elementar connects to 16 fund-administration portals today. If yours isn't one of them, go to Settings → Connections and submit a Request Custom Portal request with the portal URL and a description of the documents you need. We build new connections in up to 3 days, then add the portal to your subscriptions and let you know when it's ready.

The Ledger dashboard — the structured, fund-by-fund view included with Full Elementar — is in Beta and becomes available account by account as it rolls out, rather than being switched on for every subscription at once. Confirm your subscription under Settings → Billing (see the Plans page for what Full Elementar includes). If you're subscribed to Full Elementar and still don't see it, email eilon@elementarai.com and we'll check whether your account is enabled yet.