Troubleshooting

Common problems and how to fix them. If none of these solves your issue, see Support.

An invoice upload failed or the details look wrong

• Check the file is a supported type — a PDF or a common image format (JPEG, PNG).
• Make sure the invoice is clear and complete. Faint scans, photographs at an angle or cropped pages are harder to read.
• After uploading, review the extracted fields and correct anything misread before continuing — see Upload an invoice.
• If the file is rejected repeatedly, try re-saving or re-scanning it as a clean PDF.

My case was not eligible

RobinReturn handles B2B debts from £100 to £10,000 in England & Wales. A case is declined if it falls outside those limits — for example, a consumer debt, an amount above £10,000, or a debtor outside the jurisdiction.

The debtor's company could not be found

The Companies House lookup matches limited companies by their registered details. If the debtor is a sole trader there will be no company record — that is expected; enter the details manually. If a company genuinely exists but is not found, check the spelling and the company number, then enter the address by hand.

The debtor replied and chasing stopped

That is intended. When a debtor replies, the automated sequence pauses so you can respond — see Disputes. Resolve the matter, then decide whether to continue.

I recorded a payment by mistake

Recording a payment closes the case as paid and stops further chasing. If you closed a case in error, contact Support with the case reference.

I cannot sign in or a colleague has no access

• Check you are using the email address the account or invitation is tied to.
• Reset your password if you have forgotten it.
• A colleague needs to accept their invitation before they can see cases — see Account & team.

Reporting a security concern

If you believe there is a security problem or your account has been accessed without permission, change your password and contact RobinReturn straight away — see Support.