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Troubleshooting

Having trouble with the NMPRC Public Portal? This guide addresses common issues and provides solutions.

Account and Login Issues​

I Forgot My Password​

Solution:

  1. Go to the login page
  2. Click "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

Still having issues?

  • Check your spam/junk folder for the reset email
  • Ensure you're using the email address you registered with
  • Contact support via Get Help if you don't receive the email

I Can't Log In​

Common causes and solutions:

"Invalid Email or Password"​

  • Check: Are you using the correct email address? (The one you registered with)
  • Check: Is Caps Lock on? Passwords are case-sensitive
  • Try: Use the "Forgot Password" feature to reset your password
  • Note: If you recently changed your email, you may need to use the old email to log in

"Account Not Found"​

  • Check: Did you complete registration? Tier 1 users can log in immediately; Tier 2 users must wait for approval
  • Check: Are you using the correct email address?
  • Try: Register again if you're not sure if registration completed

"Account Pending Approval"​

  • For Tier 2 users: Your account is awaiting PRC staff approval (typically 2-5 business days)
  • What to do: Wait for the approval email, then try logging in again
  • Check: Your email (including spam folder) for approval notification
  • Contact: Get Help if it's been more than 5 business days

"Session Expired"​

  • Solution: Simply log in again
  • Prevention: The system logs you out after a period of inactivity for security
  • Tip: Save your work frequently if filling out long forms

I Can't Access Tier 2 Features​

Possible reasons:

  1. You're registered as Tier 1

    • Solution: Request Tier 2 Access from your Profile page
    • Timeline: Approval typically takes 2-5 business days

  2. Your Tier 2 request is pending

    • Check: Your email for approval notification
    • Timeline: Wait 2-5 business days for review

  3. Your Tier 2 request was denied

    • Check: Your email for denial reason
    • Solution: Review the requirements and resubmit if applicable
    • Contact: Get Help if you believe this is an error

Registration Issues​

Registration Form Won't Submit​

Common causes:

  1. Required fields missing

    • Check: All fields marked with an asterisk (*) are filled
    • Check: Email format is correct (e.g., name@example.com)
    • Check: Phone number format matches requirements

  2. Password doesn't meet requirements

    • Requirements: Typically includes minimum length, uppercase, lowercase, numbers, and special characters
    • Solution: Check password requirements shown on the form and create a stronger password

  3. reCAPTCHA not completed

    • Check: Did you check the "I'm not a robot" box?
    • Try: Refresh the page and try again

  4. Email already registered

    • Solution: Use "Forgot Password" to access your existing account
    • Alternative: Use a different email address

Still having issues?

  • Clear your browser cache and cookies
  • Try a different browser
  • Disable browser extensions temporarily
  • Contact Get Help

I Didn't Receive Registration Confirmation Email​

Solutions:

  1. Check spam/junk folder - Emails sometimes get filtered
  2. Wait a few minutes - Emails can take 5-10 minutes to arrive
  3. Check email address - Ensure you entered it correctly
  4. Check email server - Some corporate email servers block automated emails
  5. Try again - You can attempt to register again (if email is already registered, use password reset)

If still no email:

  • Contact Get Help with your registration details

Submission and Filing Issues​

My Submission Was Rejected​

What to do:

  1. Check the reason

    • Review the rejection notice in your dashboard
    • Check your email for detailed rejection information
    • Look in My Filings or My Dockets for status details

  2. Common rejection reasons:

    • Missing required information
    • Incorrect document format
    • Missing required documents
    • Information doesn't meet regulatory requirements

  3. How to resubmit:

    • Correct the issues identified in the rejection notice
    • Create a new submission with corrected information
    • Ensure all required fields are complete

  4. Need clarification?

    • Contact Get Help for assistance
    • Reference your confirmation number when contacting support

File Upload Failed​

Common causes and solutions:

"File Too Large"​

  • Check: Maximum file size limit (typically 10-50 MB)
  • Solution: Compress the file or split into multiple files
  • Tip: PDFs can often be optimized to reduce file size

"Invalid File Format"​

  • Accepted formats: Typically PDF, DOCX, XLSX, JPG, PNG
  • Solution: Convert your file to an accepted format
  • Check: File extension matches the actual file type

"Upload Timeout"​

  • Solution: Try uploading again
  • If persists: Check your internet connection
  • Alternative: Try a smaller file or compress the document

"File Corrupted"​

  • Solution: Try opening the file on your computer first to verify it's not corrupted
  • Alternative: Re-save or export the file in the accepted format

Still having issues?

  • Try a different browser
  • Clear browser cache
  • Disable browser extensions
  • Contact Get Help

I Can't Find My Docket/Submission​

Solutions:

  1. Check the right place:

    • My Dockets - For dockets you created or filed into
    • My Filings - For all filing submissions
    • My IPRA Requests - For IPRA requests
    • All Dockets - For public dockets (use search)

  2. Use search:

    • Search by confirmation number
    • Search by docket number
    • Use Advanced Search with filters

  3. Check status:

    • Pending submissions may not appear immediately
    • Rejected submissions appear in My Filings with rejection status

  4. Timeframe:

    • New submissions may take a few minutes to appear
    • If recently submitted, wait 5-10 minutes and refresh

Still can't find it?

  • Check your email for confirmation number
  • Contact Get Help with your confirmation number

Form Validation Errors​

Common validation issues:

"Required Field Missing"​

  • Solution: Look for red error messages or asterisks (*) indicating required fields
  • Check: Scroll through the entire form - required fields may be below the visible area

"Invalid Email Format"​

  • Format required: name@example.com
  • Check: No spaces, correct @ symbol, valid domain

"Invalid Phone Number"​

  • Format required: Typically XXX-XXX-XXXX or (XXX) XXX-XXXX
  • Solution: Use the format shown in the placeholder text

"Date Invalid"​

  • Check: Date is in the correct format (MM/DD/YYYY or similar)
  • Check: Date is not in the future (if not allowed)
  • Check: Date is not too far in the past (if there's a limit)

General tips:

  • Read error messages carefully - they usually indicate what's wrong
  • Check all form sections, not just visible fields
  • Save your work frequently if it's a long form

Search and Navigation Issues​

Search Returns No Results​

Solutions:

  1. Check spelling:

    • Verify docket numbers, names, and keywords are spelled correctly
    • Try partial matches instead of exact phrases

  2. Use Advanced Search:

    • Try Advanced Search with multiple filters
    • Use fewer filters - too many may exclude results
    • Try different search terms

  3. Check date ranges:

    • Expand your date range if searching by date
    • Remove date filters to see all results

  4. Try different terms:

    • Use alternative keywords
    • Search by company name instead of docket number (or vice versa)

  5. Check if it's public:

    • Some dockets may be confidential or restricted
    • Ensure you're searching in the right section (All Dockets vs. My Dockets)

I Can't See Certain Documents or Dockets​

Possible reasons:

  1. Confidential documents:

    • Some documents are marked confidential and not publicly visible
    • Only authorized parties can view confidential documents

  2. Access restrictions:

    • Some dockets may have access restrictions
    • You may need to be a party to the docket to view certain documents

  3. Pending approval:

    • Documents may not be visible until approved by PRC staff
    • Check back later or check the status in your dashboard

  4. Browser issues:

    • Try refreshing the page
    • Clear browser cache
    • Try a different browser

Technical Issues​

Page Won't Load or Loads Slowly​

Solutions:

  1. Check internet connection:

    • Ensure you have a stable internet connection
    • Try refreshing the page

  2. Clear browser cache:

    • Clear cached images and files
    • Try a hard refresh (Ctrl+F5 or Cmd+Shift+R)

  3. Browser compatibility:

    • Use a supported browser (Chrome, Firefox, Safari, Edge - latest versions)
    • Update your browser to the latest version
    • Disable browser extensions temporarily

  4. Try different browser:

    • If one browser doesn't work, try another
    • Some browsers handle certain features differently

Solutions:

  1. JavaScript enabled:

    • Ensure JavaScript is enabled in your browser
    • Check browser settings

  2. Browser extensions:

    • Disable ad blockers or privacy extensions temporarily
    • Some extensions interfere with website functionality

  3. Try different browser:

    • Test in a different browser to isolate the issue

  4. Clear cache and cookies:

    • Clear browser cache and cookies for the site
    • Log in again after clearing

Mobile Device Issues​

Known limitations:

  • Some features work best on desktop/laptop computers
  • Complex forms may be easier to complete on a larger screen
  • File uploads may have limitations on mobile devices

Recommendations:

  • Use a desktop or laptop for filing submissions
  • Mobile devices work well for browsing and searching
  • Contact Get Help if you need mobile-specific assistance

IPRA Request Issues​

My IPRA Request Status Shows "Clarification Required"​

What this means:

  • PRC staff needs more information to process your request
  • Your request may be too broad or unclear

What to do:

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

Learn more: Submit IPRA Request - Managing

My IPRA Request Shows "Broad and Burdensome"​

What this means:

  • Your request is too broad and needs to be more specific
  • The request would require excessive staff time to fulfill

What to do:

  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 Issues​

Company Registration Was Rejected​

Common reasons:

  1. Incomplete information:

    • Missing required fields
    • Incomplete address or contact information

  2. Duplicate company:

    • Company may already exist in the system
    • Check "All Companies" to see if it's already registered

  3. Incorrect information:

    • Information doesn't match official records
    • Industry type or subtype doesn't match company activities

What to do:

  • Review rejection notice for specific reasons
  • Correct the issues and resubmit
  • Contact Get Help if you need clarification

Still Need Help?​

If you've tried these solutions and still need assistance:

  1. Check our FAQ Page for more answers
  2. Visit Get Help to contact support
  3. Review the relevant guide for your specific task
  4. Check the Glossary for term definitions

Prevention Tips​

To avoid common issues:

  • Use a supported browser (Chrome, Firefox, Safari, Edge)
  • Keep your browser updated
  • Use a stable internet connection
  • Save your work frequently when filling out long forms
  • Read all instructions before starting
  • Check file formats and sizes before uploading
  • Keep your email address updated in your profile
  • Save confirmation numbers for all submissions