Troubleshooting

Property data fetch errors

"No data found" for all sources

• Check the postcode is correct and formatted properly (e.g. S1 2BJ, not S12BJ)
• Verify the address exists — new-build properties may not yet appear in public databases
• Try the property's formal postal address rather than a colloquial name

"EPC fetch failed"

• The EPC API occasionally experiences downtime. Wait 5 minutes and try again.
• Check the address format matches Royal Mail conventions

"Land Registry — no results"

• Only residential sales in England and Wales are included
• Very recent transactions (within 2-4 months) may not yet be published
• Check the address matches the Land Registry format (property descriptions can differ from postal addresses)

PDF report issues

"Report generation failed"

• Ensure the valuation has at least one calculation approach completed
• Check that all required fields are filled in (property address, client, valuation date)
• If the issue persists, try refreshing the page and generating again

Report is missing data

• Confirm that external data has been fetched for the property
• Check that comparable evidence is linked to the valuation (if using comparison approach)
• Review the valuation form for any empty required fields

Account issues

"Invalid login credentials"

• Check you are using the correct email address
• Use the Forgot Password link on the login page to reset your password
• Passwords are case-sensitive

"Access denied"

• Your role may not have permission for the action you are trying to perform
• Contact your practice Owner or Admin to check your role assignment
• If you believe this is an error, email hello@redbookassist.uk

"Trial expired"

• Your 14-day free trial has ended. Go to Settings > Billing to subscribe.
• Your data is preserved — nothing is deleted when the trial expires.

Performance issues

Pages loading slowly

• Check your internet connection
• Try clearing your browser cache (Ctrl+Shift+Del)
• Ensure you are using a supported browser (Chrome, Edge, Firefox, Safari)

Data fetch taking too long

• External API responses can vary. If a fetch takes more than 30 seconds, cancel and retry.
• Some data sources may be experiencing high load or maintenance

Still need help?

If you cannot resolve your issue using this guide, contact our support team at hello@redbookassist.uk. Include:

• A description of the issue
• The steps you took before the issue occurred
• Any error messages you saw
• Your browser name and version