When you do not have a document

Sometimes a request asks for a document that does not exist: you sold the rental property, or you had no private health cover this year. Instead of leaving the item open, tell your accountant why.

1. Open the request and find the item.

2. Press I don’t have this.

3. Write why you do not have it. A reason is required: it is what lets your accountant carry on without phoning you.

   

   A short reason is enough, such as "I sold the property in March 2025".

4. Confirm. The item is closed and shows Skipped: with your reason, and your accountant is told.

   

   A skipped item keeps your reason where the firm can see it.

Tip

Changed your mind, or found the document after all? Press Mark Incomplete on the item to reopen it, then upload the file.