The following section provides answers to frequently asked questions regarding Filing Services.

How can I contact the software support team?

Send an email explaining your support needs to emea-servicestechnology@sovos.com for IPT Filing Services or VATSupport@sovos.com for VAT Filing Services. You can also call our Professional Software Support Team members at +44 (0) 20 3848 6353 or +44 (0) 20 3848 6311.

My login does not work. How can I get access?

If you copied and pasted the login from an email, ensure that you don't have extra spaces around the username (email) and password.Alternatively, if the password that the system provided automatically doesn't work, click Forgot Your Password and reset your password through the email link sent to you.

Important:

Email addresses and passwords are case sensitive.

When I click the Login button, nothing happens and there are no errors shown in the UI. Is it my network policy that blocks the API call?

1. If this is the case, press F12 and switch to the Network tab.

2. Click the Login button again.

   

3. Click the request; if the status contains errors similar to "net::ERR_CERT_COMMON_NAME_INVALID", this means that the user's internal IT team must add a certificate of the highlighted Request URL, displayed below, to their network policy to make it a trusted site.

4. After the user's IT team has confirmed that they have added the API call/URL to their network policy and made it a trusted website, log into Filing Services (http://file- portal.sovos.com/) with your login credentials.

Is Filing Services a secure system for my data?

Yes. Filing Services operates over a secure connection, so all data sent between the user's browser and Sovos' server is encrypted. Your browser's address bar displays a padlock icon to confirm the connection is secure.

Which browsers are supported?

Filing Services supports the latest versions of Google Chrome, Firefox, and Internet Explorer. For best results, Sovos recommends using the latest version of Google Chrome or Firefox.

Why does my screen layout look disjointed?

Earlier versions of browsers, such as Internet Explorer, should work but might not be supported, which causes screens to be displayed differently than intended. For best results, Sovos recommends using the latest version of Google Chrome or Firefox.

What if I need to review my upload, either data uploaded, or no data declared?

Leave a comment in Filing Services for the client team or contact your Managed Services representatives.

What file formats are supported and what is the upload limit per file?

Only files with the following extensions are supported: csv, bmp, txt, pdf, xls, xlsx, doc, docx, ppsx, one, pub, msg, jpge, jpg, zip, and xml. Users can upload a file with a maximum file size of 30MB.

Will there be any downtime when updates are made to Filing Services? If so, what should I expect?

There might be downtime whenever there is a deployment for a new feature release. Our deployment frequencies are minimal and usually scheduled outside of UK/EU business working hours. Sovos will constantly try to improve the product and if there are any significant UI or functionality changes planned, Sovos will send out a notification in advance.