Counter

Troubleshooting

Counter Pro — Advocate — documentation preview.

Introduction

Quick answers to common Advocate app issues. If something persists, contact your organization’s Counter Pro administrator or support with screenshots and any claim or intake link identifiers shown in the app.

Common issues

I cannot sign in

  • Confirm you are on the Advocate app—for new accounts, registration starts at Advocate signup.
  • Use Forgot password if needed and check spam for reset emails.
  • Try another browser or disable extensions that block cookies.

I see “Access Restricted”

Your account may not be set to advocate role. Ask your admin to verify provisioning and user role in Counter Pro.

  • Confirm the full URL was copied and has not expired if your org uses expiration.
  • Ask the client to try another browser or private window.
  • Ensure they are not behind a network that blocks the domain.

Upload failed in the intake workspace

  • Reduce file size (try under 10 MB unless your admin states otherwise).
  • Use a supported type (PDF, common image formats, etc.).
  • Retry after a short wait in case of temporary network issues.

Import from document found little or wrong data

  • Prefer clear PDF scans over heavily compressed images.
  • Split large packets and use Add another after the first import.
  • For firm letters, use Review & sync on the signed custom form rather than only a manual upload when available.
  • Always review extracted fields (especially SSN and dates) before applying.

I do not see Forms or custom forms in Generate Document

  • Custom forms must be enabled for your firm or user by Counter.
  • Templates must be marked Ready in Settings → Forms.
  • Confirm you are signed in as a firm member with write access.

I do not see SSA-8001

SSI forms are entitlement-gated. Ask Counter to enable SSI forms for your firm or user.

DocuSign or signing seems stuck

  • Check that signer email addresses are correct on the claim.
  • Ask signers to check spam for DocuSign messages.
  • Use Sign / Send again from the claim documents list if the packet is still in progress.
  • Confirm Document Signatures notifications under Settings if you expected an email after the client signed.

I do not see Meeting Intelligence or ERE Tracking data

  • Your firm may not have enabled the integration.
  • Open Settings → Integrations and confirm services are connected.
  • Some features are labeled beta; behavior may change.

Maxi gave wrong or incomplete information

  • Verify outputs against source documents and official SSA materials.
  • Rephrase the question or add specific context; do not rely on Maxi for filings without review.