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Troubleshooting

Solutions to common problems with the NMPRC Public Portal. Click a problem to expand it. If a solution doesn't help, contact support through Get Help.

Account and Login​

I forgot my password
  1. Go to the login page.
  2. Click the Forgot Password or Reset Password link.
  3. Enter your registered email address.
  4. Check your email for password reset instructions.
  5. Follow the link in the email to create a new password.

If the reset email does not arrive, check your spam or junk folder and make sure you're using the email address you registered with. If you still don't receive it, contact support through Get Help.

"Invalid Email or Password"
  • Check that you're using the email address you registered with.
  • Check that Caps Lock is off; passwords are case-sensitive.
  • Use Forgot Password to reset your password.
  • If you recently changed your email, you may need to use the old email to log in.
"Account Not Found"
  • Check that you completed registration. Tier 1 users can log in immediately; Tier 2 users must wait for approval.
  • Check that you're using the correct email address.
  • If you're not sure registration completed, register again.
"Account Pending Approval"

Your Tier 2 account is awaiting PRC staff approval, which typically takes 2-5 business days. Wait for the approval email (check your spam folder too), then log in again. If it has been more than 5 business days, contact support through Get Help.

"Session Expired"

Log in again. For security, the system logs you out after a period of inactivity, so save your work frequently when filling in long forms.

I can't access Tier 2 features
ReasonWhat to do
You're registered as Tier 1Request Tier 2 access from your Profile page. Approval typically takes 2-5 business days.
Your Tier 2 request is pendingCheck your email for the approval notification. Allow 2-5 business days for review.
Your Tier 2 request was deniedCheck your email for the reason, review the requirements and resubmit if applicable. Contact Get Help if you believe this is an error.

Registration​

The registration form won't submit

Common causes:

  • Required fields missing: fill in every field marked with an asterisk (*), check the email format (for example, name@example.com) and check that the phone number matches the required format.
  • Password doesn't meet requirements: requirements typically include a minimum length, uppercase and lowercase letters, numbers and special characters. Check the requirements shown on the form and create a stronger password.
  • reCAPTCHA not completed: check the I'm not a robot box. If it doesn't work, refresh the page and try again.
  • Email already registered: use Forgot Password to access your existing account, or use a different email address.

If it still won't submit, clear your browser cache and cookies, try a different browser, temporarily disable browser extensions, or contact Get Help.

I didn't receive my registration confirmation email
  1. Check your spam or junk folder; emails are sometimes filtered.
  2. Wait a few minutes; emails can take 5-10 minutes to arrive.
  3. Check that you entered your email address correctly.
  4. Check your email server; some corporate email servers block automated emails.
  5. Try registering again. If the email is already registered, use password reset.

If there is still no email, contact Get Help with your registration details.

Submissions and Filing​

My submission was rejected
  1. Check the reason: review the rejection notice in your dashboard, check your email for detailed rejection information, and look in My Docket Filings or My Dockets for status details.
  2. Correct the issues identified in the rejection notice.
  3. Create a new submission with the corrected information, making sure all required fields are complete.
  4. If you need clarification, contact Get Help and quote your confirmation number.

Common rejection reasons are missing required information, an incorrect document format, missing required documents, or information that doesn't meet regulatory requirements.

I can't find my docket or submission
  1. Check the right place:
    • My Dockets: dockets you created or filed into.
    • My Docket Filings and My Company Filings: your filing submissions.
    • My IPRA Requests: your IPRA requests.
    • All Dockets: public dockets (use search).
  2. Search by confirmation number or docket number, or use Advanced Search with filters.
  3. Check the status. Pending submissions may not appear immediately; rejected submissions appear in My Docket Filings with a rejected status.
  4. New submissions may take a few minutes to appear. If you submitted recently, wait 5-10 minutes and refresh.

If you still can't find it, check your email for the confirmation number and contact Get Help with it.

File Uploads​

"File Too Large"

The maximum file size is typically 10-50 MB. Compress the file or split it into multiple files; PDFs can often be optimized to reduce their size.

"Invalid File Format"

Accepted formats are typically PDF, DOCX, XLSX, JPG and PNG. Convert your file to an accepted format, and check that the file extension matches the actual file type.

"Upload Timeout"

Try uploading again. If it keeps happening, check your internet connection, or try a smaller or compressed file.

"File Corrupted"

Open the file on your computer to check that it isn't corrupted, then re-save or export it in an accepted format.

If uploads still fail, try a different browser, clear your browser cache, disable browser extensions, or contact Get Help.

Form Validation Errors​

"Required Field Missing"

Look for red error messages or asterisks (*) marking required fields. Scroll through the entire form; required fields may be below the visible area.

"Invalid Email Format"

Use the format name@example.com, with no spaces, a correct @ symbol and a valid domain.

"Invalid Phone Number"

The format is typically XXX-XXX-XXXX or (XXX) XXX-XXXX. Use the format shown in the placeholder text.

"Date Invalid"
  • Check that the date is in the correct format (MM/DD/YYYY or similar).
  • Check that the date is not in the future, if future dates are not allowed.
  • Check that the date is not too far in the past, if there's a limit.

Error messages usually say what's wrong, so read them carefully. Check all form sections, not just the visible fields, and save your work frequently on long forms.

Search and Visibility​

My search returns no results
  1. Check spelling: verify docket numbers, names and keywords, and try partial matches instead of exact phrases.
  2. Use Advanced Search: try Advanced Search with different terms. Use fewer filters; too many may exclude results.
  3. Check date ranges: expand the date range, or remove date filters to see all results.
  4. Try different terms: use alternative keywords, or search by company name instead of docket number (or the other way round).
  5. Check that it's public: some dockets may be confidential or restricted. Make sure you're searching in the right section (All Dockets or My Dockets).
I can't see certain documents or dockets
ReasonDetails
Confidential documentsSome documents are marked confidential and are not publicly visible. Only authorized parties can view them.
Access restrictionsSome dockets may have access restrictions. You may need to be a party to the docket to view certain documents.
Pending approvalDocuments may not be visible until PRC staff approve them. Check back later or check the status in your dashboard.
Browser issuesRefresh the page, clear your browser cache or try a different browser.

Technical Issues​

The page won't load or loads slowly
  1. Check your internet connection: make sure it's stable, and refresh the page.
  2. Clear your browser cache: clear cached images and files, and try a hard refresh (Ctrl+F5 or Cmd+Shift+R).
  3. Check browser compatibility: use a supported browser (the latest Chrome, Firefox, Safari or Edge), update it to the latest version, and temporarily disable browser extensions.
  4. Try a different browser: some browsers handle certain features differently.
Buttons or links don't work
  1. Make sure JavaScript is enabled in your browser settings.
  2. Temporarily disable ad blockers or privacy extensions; some extensions interfere with websites.
  3. Test in a different browser to isolate the issue.
  4. Clear the browser cache and cookies for the site, then log in again.
Problems on a mobile device

Some features work best on a desktop or laptop: complex forms are easier to complete on a larger screen, and file uploads may have limitations on mobile devices. Mobile devices work well for browsing and searching; use a desktop or laptop for filing submissions. Contact Get Help if you need mobile-specific assistance.

IPRA Request Issues​

My IPRA request status shows "Clarification Required"

PRC staff need more information to process your request; it may be too broad or unclear.

  1. Check your email for the details of the clarification request.
  2. Review the Note to Requestor section in your IPRA request.
  3. Provide the requested clarification.
  4. Resubmit or respond through the portal.

See Manage Your IPRA Request.

My IPRA request shows "Broad and Burdensome"

Your request is too broad and would require excessive staff time to fulfill.

  1. Narrow your request to be more specific.
  2. Focus on specific documents or date ranges.
  3. Submit a new, more focused request.
  4. Contact Get Help for guidance on refining your request.

Company Registration​

My company registration was rejected

Common reasons:

  • Incomplete information: missing required fields, or an incomplete address or contact information.
  • Duplicate company: the company may already exist in the system. Check All Companies to see if it's already registered.
  • Incorrect information: the information doesn't match official records, or the industry type or subtype doesn't match the company's activities.

Review the rejection notice for the specific reasons, correct the issues and resubmit. Contact Get Help if you need clarification.

Prevention Tips​

  • Use a supported browser (Chrome, Firefox, Safari or Edge) and keep it updated.
  • Use a stable internet connection.
  • Save your work frequently when filling in long forms.
  • Read all instructions before starting.
  • Check file formats and sizes before uploading.
  • Keep your email address up to date in your profile.
  • Save the confirmation number for every submission.
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