Client questions
Plain answers before the file is fully assembled.
Use this page for the routine questions that come up before or during intake: what to upload first, how missing items are handled, when a spouse matters, and when the issue is urgent enough to contact the office immediately.
The questions that usually come up before the first upload.
Do I need every document before I can start?
No. Start with the records you already have, explain the missing categories clearly, and keep using the same Submission ID as more records become available later.
Should I wait until I have one perfect packet?
Usually no. A clean partial upload with accurate notes is often more useful than waiting too long to start the file at all.
What if I do not know which chapter I may need yet?
That is acceptable. The site includes Chapter 7 and Chapter 13 guides, but the intake can still begin before that decision is final.
What if I am married but only one spouse may file?
The office may still need household income information from the non-filing spouse. Use the notes and contact channels to explain the household setup clearly.
What if the office already started my file?
Use the existing Submission ID if you have it. That keeps later uploads tied to the same working record instead of creating a second intake.
What to do when the records are incomplete, awkward, or still being retrieved.
Can I upload photos from my phone instead of scanned PDFs?
Yes. Clear phone photos are better than waiting indefinitely for a scanner. Just make sure every page is readable, flat, uncropped, and well lit.
What if I cannot find a tax return copy?
Use the IRS transcript tools first, then upload whatever you recover. If the return is still incomplete, send what you have and explain what is still missing.
What if the bank only gives online statements one month at a time?
Download each month separately and upload them together under the same submission. If one month is still unavailable, say that directly in the notes.
What if my account was closed recently?
Upload the statements that cover the recent review period, including the closing statement if possible. Closed accounts can still matter if they were recently active.
What if I am self-employed or paid in nonstandard ways?
Upload the best proof you have: profit and loss summaries, 1099s, deposit records, invoices, bookkeeping reports, and business bank statements.
What if I do not know what category a file belongs in?
Use the closest match or the Additional Documents section. Add a note explaining what you think the file is so the office can classify it correctly.
When the issue is not the paperwork. It is the deadline.
What if wages are being garnished right now?
Upload the garnishment papers if you have them and contact the office directly. Deadline-driven files often need both direct contact and continued portal uploads.
What if there is a foreclosure date, repossession threat, or hearing?
Do not rely on the portal alone. Use the contact page or call the office while continuing to upload the supporting records under one submission.
Should I still use the portal in an urgent matter?
Yes. The portal is still the best place for records, even if direct office contact is also necessary because of timing pressure.
What if creditors are still calling while I gather documents?
Start the file with what you have, explain the missing pieces, and contact the office if the pressure is tied to a concrete deadline, notice, or court event.
Need the short version?
Start one submission, use the notes to explain missing items, and contact the office directly if the timing is urgent.