This page lists FAQs that are curated from the most common inquiries. It is designed to address concerns and deliver quick, reliable solutions by enhancing your Ocrolus experience with clear answers to common questions and practical troubleshooting guidance.

Analytics

How can I filter out the transactions that I don’t want to see?

You can filter transactions out by clicking on the All buttons under the column headers or the quick filters (date and tags) next to the search bar.

What does Revenue mean?

Ocrolus’ proprietary AI and tagging algorithm automatically tags when documents or data are submitted for processing, certain tags are combined to come up with a revenue figure or calculation. The revenue/income column on the Transaction page indicates whether a transaction has been included in our revenue calculation. The way Ocrolus calculates revenue is:

For more details on these transaction tags, please view the Ocrolus analytics data dictionary. You can also view the Revenue vs. Expense visualization on the Accounts page which utilizes this data. You can also view or modify the Revenue/Income formula for you organization under the Accounts & Setting dropdown on the Dashboard.

How can I change if a transaction is considered revenue and Ocrolus’ logic does not match our definition?

Yes, there are a few ways to update a transaction’s revenue status on the Transactions page:

• Using the Revenue column and selecting or deselecting the revenue toggle for the desired transactions
• On the Transaction Detail panel
• Using the bulk action feature to update multiple transactions to be included or excluded from revenue
• At the organization level, the Revenue/Income formula under the Accounts & Setting dropdown on the dashboard

Can I download the graph and the data from the Account Summary page?

Yes, the visualizations can be downloaded as well as the underlying data by clicking on the export option next to each graph.

How can I add comments and review comments for each transaction?

You can view the comment by clicking on each transaction. If you want to leave a comment/update a comment, you can click on the comment section to edit the comment.

How can I highlight or flag transactions?

You can click on the star icon to highlight or flag transactions.

Can I export CSV or JSON files that contain cash flow analytics information?

Not at this time, the functionality is currently being built out.

How to export SMB analytics?

The Export SMB Analytics option is available on the Book List and the Book Overview pages in the Ocrolus Dashboard. To download Export SMB analytics from either of the pages, see the Exporting SMB Analytics section. For further questions or assistance, please feel free to reach out to us at [email protected].

How to create and customize transaction tags?

You can create a specific customized tag for a set of transactions based on logic that is more relevant to your industry, business, and individual needs using term-matching logic using the Ocrolus Dashboard. This includes your specified list of exact inclusion terms, exact exclusion terms, and optional amount thresholds.

To learn more about creating and customizing transaction tags, see the Create transaction tags page in the guide section.

How does Ocrolus identify deposits?

We consider any transaction with a credit amount greater than $0 a deposit.

How does Ocrolus decide which transactions are included or excluded in the income amount?

Once we capture a transaction's details, we categorize it according to a library of rules based on client feedback and use cases. These rules mainly involve the transaction's description.

What is the Bank Statement Income Calculator (BSIC)?

It offers comprehensive analytics such as NSF transactions, large deposits, and monthly balances based on the extracted transaction details from the borrower's bank statements. You can easily adjust input and automatically receive analytics output for the final qualifying income calculation. To learn more about the BSIC, see the Bank account income calculator.

What is qualifying income?

The qualifying income sections in the Ocrolus Dashboard include cell-level calculations driven by manual data entry and transaction details collected in the Deposits section from the bank statements extraction. Below is an outline of the calculations that live within each field:

• Standard expense factor calculation
• CPA/licensed tax preparer expense Factor Calculation
• Profit & loss expense factor calculation

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Platform support

What document types does Ocrolus support?

Ocrolus supports common financial documents including bank statements, paystubs, W-2s, tax returns (1040s), and various income, employment, and cash-flow documentation. Supported formats may vary between API and Dashboard workflows. To learn more, see all supported documents.

What documents can be processed via the API?

Through the API, you can upload PDFs, images, Plaid data, and supported financial documents such as bank statements, paystubs, W-2s, and tax returns.

What is Mortgage Automation?

Mortgage Automation uses Ocrolus extraction and analytics to streamline mortgage workflows by digitizing borrower documents, normalizing data, and generating income calculations for underwriting.

How does Ocrolus process W-2 documents?

W-2s are uploaded through the Dashboard or API and processed to extract employer details, wages, taxes withheld, and income totals. Results appear under Analytics once processing is complete. To learn more, see tax forms.

How does Ocrolus process 1040 tax returns?

When 1040 returns are uploaded, Ocrolus extracts line-item tax information, schedules, income sources, deductions, and filing details. The extracted data becomes available through Book Analytics or export files. To learn more, see tax forms.

What is the Brex Statement configuration?

Brex statement configuration ensures Brex account data is formatted according to Ocrolus ingestion standards. When properly configured, Brex statements process cleanly and surface consistent transaction and balance data.

How do I organize a case at a deal level?

You can group related Books and documents under a deal-level structure by using naming conventions, tags, or folder organization tools in the Dashboard. This makes cross-file review easier across large lending packages.

What browsers are compatible with Ocrolus?

Ocrolus supports modern browsers including Google Chrome, Mozilla Firefox, Microsoft Edge, and Safari. Using the latest version helps avoid performance and display issues.

Can I trial the Ocrolus platform if I’m new?

Yes. New users can request a trial through the Ocrolus website or through sales. Trial access allows you to upload documents, test analytics, and explore core Dashboard features.

How do I use the chatbot widget?

Ollie, Ocrolus’ AI-powered assistant is designed to deliver fast answers, transparency, and efficient self-service across the platform.

• Instant, 24/7 support for onboarding, troubleshooting, and common platform questions
• Contextual guidance with direct links to relevant documentation and next steps
• Ollie is available directly within the Ocrolus dashboard and will continue to expand in capability over time

What is the difference between a Sandbox and Production organization?

A Sandbox organization is used for testing, development, and experimentation without affecting real customer data. A Production organization is your live environment where real documents are processed and analytics are generated for actual lending workflows. Sandbox data and API keys are separate from Production.

How can I contact with Customer Success at Ocrolus?

You can reach out via [email protected] or submit a request through the D. The Customer Success team acts as your advocate for training, technical inquiries and feedback.

How can I submit a support request through the Ocrolus Doc Site?

Go to the Doc Site and click on the Raise a request link on the top right corner of the screen. You will be navigated to the Help Center to fill in the required fields (email address, subject, description, and optional attachments), and submit your request.

Is there a way to contact support directly from the Ocrolus Dashboard?

Yes, within the Dashboard, you can use Ollie in the bottom right-hand corner to open a contact form in your browser.

What training does the Customer Success team offer?

The Customer Support team provides 1:1 training sessions for new or existing members of your organisation who need help getting up to speed with the platform.

We also offer on-demand training courses:

• Ocrolus Mortgage User Training Course
• Ocrolus SMB User Training Course

What analytics customization support is available?

You can customize transactions and revenue by creating and modifying transaction tags and modifying the revenue formula for your organization.

Additionally, the Customer Support team can assist with customized lender analytics and definitions. You can request help to understand the analytics or ask about terms applicable to your business.

How can I get assistance with API integrations?

Visit the API documentation and reach out to Customer Support for hands-on help with integrations.

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Ocrolus Dashboard

How can I add or remove users in my organization?

Click on your profile icon > click Team > select Add user to invite a new member or select an existing user to update roles or remove access.

How do I enable two-factor authentication?

Click on your profile icon > click on ENROLL IN MULTI-FACTOR AUTHENTICATION button. Further, check your inbox for instructions on how to set up multi-factor authentication.

Where can I find Book IDs?

Open any Book in the Dashboard and look at the URL bar or the Book Details section. The Book ID appears as a unique alphanumeric value (UUID) tied to that Book.

How do I create a new Book?

Click on the NEW BOOK on the Dashboard. Upload files or connect a digital data source to generate a new Book automatically.

How can I upload documents for review?

Click on the NEW BOOK, select UPLOAD option, and choose your files or drag-and-drop them. The uploaded document is mapped to the selected Book.

Can I upload new bank statements to an existing Book?

Yes. Open the Book and select UPLOAD option to add new bank statement in to existing Book.

How do I share a Book with other organization members?

Inside a Book, click UPLOAD option and select Manage Sharing option to share the Book.

Document processing and analytics

How do I process pay stubs, W-2s, or 1040s?

Upload the document to a Book and Ocrolus automatically detects the type. After processing, open the Account and Transactions tabs to view extracted data for Pay stubs, W-2s, or 1040s.

How do I generate the Income Worksheet?

Open a Book that contains pay stubs or tax documents and click Export > Income Data. The worksheet downloads as an Excel file.

What is the Transactions page used for?

The Transactions page shows normalized transaction data extracted from bank statements. You can filter and export transactions from this view.

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API access and integrations

How do I create my API key and secret?

Click on the Account & Settings icon at your screen's top right corner, select API Credentials from the dropdown list, and click on the ADD OAUTH2 API CREDENTIALS button. For more details, see Creating credentials.

Where can I find the API documentation?

Refer to the Ocrolus documentation site.

How do I migrate legacy credentials?

Refer to the Migrating from basic authentication to OAuth 2.0 credentials page on the doc site.

What are the benefits of using webhooks?

Webhooks allow your system to receive real-time updates when documents or Books change status, removing the need for polling.

How do the v1/book/upload and /v1/book/upload/mixed endpoints differ?

Upload PDF to Book (v1/book/upload) is for single-document PDFs, while Upload Mixed Document PDF to Book (/v1/book/upload/mixed) is designed for PDFs that contain multiple document types.

What is the recommended retry strategy for API requests?

Use exponential backoff with retries for temporary failures. Avoid rapid repeated requests and follow Ocrolus best practices for rate limits. For more information, see Retry strategies.

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User access and security

What should I do if I’m unable to log in or forgot my password?

Use the Forgot password link on the login page. Follow the email instructions to reset your access.

How can I ensure my password meets security requirements?

Create a password that meets Ocrolus complexity rules (length and character mix).

How do I give a user manager-level credentials?

From the Team tab, select three dots against the user name > Manage > Manager > Save.

How do I upload complete statement periods?

Upload the full monthly statement PDFs for each period. Ocrolus validates completeness and flags gaps or missing pages.

What file formats does Ocrolus accept?

Ocrolus accepts PDFs and common image formats such as JPEG, PNG, BMP, and TIFF. Images must be grouped to form a complete document before processing.

What is a form type?

The optional form_type parameter specifies the document type of the uploaded images. If not provided during PDF upload, the system defaults to classifying the document as a bank statement.

Can I be notified automatically when results are ready?

Yes. You can configure webhooks to receive completion event notifications instead of polling. Webhooks are set at the API account level, and supported event types are listed in the webhook documentation.

Can I control which users in my organization can access a Book?

Books can be public or private. Public Books are visible to all users, while private Books are restricted to the owner and explicitly authorized accounts. You can change access using Manage Sharing option in the Dashboard.

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Detect

What is Detect?

Detect is an Ocrolus feature that analyzes uploaded documents for signs of digital tampering, anomalies, and file-origin inconsistencies. It provides visual signals and explanations to help reviewers quickly assess document authenticity. To learn more, see Detect.

What is an image-based PDF?

An image-based PDF is a document composed of scanned or rasterized images instead of embedded text. Detect analyzes these by examining pixels and layout patterns to determine whether components may have been altered.

How do I navigate and view Detect signals in the Dashboard?

Open any Book to view highlighted tamper detections along with their associated signals, summaries, and visualizations. To learn more, see signals visualization.

What are Detect signal categories?

Detect organizes findings into categories like Tampering, Added Elements, Removed Elements, Reconstruction, Origin Mismatch, and Formatting Irregularities. Each category groups related indicators for clarity. To learn more, see understanding signals.

How do I interpret File Tampering signals?

Tampering signals highlight potential modifications such as overwritten text, pixel-level edits, inserted content, or altered numbers. Focus on regions with strong heatmap intensity, which indicate higher anomaly confidence.

How do I interpret File Origin signals?

Origin signals compare metadata and structural markers to assess whether a file was produced by a legitimate source. Unexpected generators, inconsistent metadata fields, or mismatched structure may result in warnings. To learn more, see interpreting signals.

What are tampered font signals?

These signals appear when Detect finds inconsistencies in font rendering, glyph shapes, or embedded font data that suggest characters may have been edited or replaced.

What does “added font” mean?

Added font signals indicate that new glyphs or characters were inserted into the document that do not match the surrounding text’s font family or digital signature. To learn more, see added font signal.

What does “overwritten text” indicate?

This signal highlights areas where text appears to have been covered and retyped, often revealed through pixel inconsistency or mismatched rendering layers. To learn more, see overwritten text signal.

What is a misaligned text signal?

Misaligned text occurs when characters or lines break expected alignment rules. Detect flags unusual spacing, inconsistent baselines, or irregular kerning that may suggest manual text modification. To learn more, see misaligned text signals.

What causes false positives?

A false positive occurs when Detect flags legitimate content as suspicious. This can happen with low-quality scans, compression artifacts, or nonstandard formatting.

What is a recovered document?

A recovered document is one that Detect was able to partially reconstruct despite upload issues or corruption, allowing reviewers to still assess available pages or signals.

How do Detect visualizations work?

Detect visualizations use heatmaps and color overlays to highlight irregular areas. Hover interactions help explain signal meaning, severity, and the specific document component involved.

What do visualization names mean?

Visualization labels correspond to specific signal types such as ink variation, layout shifts, noise patterns, or digital insertions. Each helps reviewers understand the aspect of the document being analyzed.

How can I receive Detect email notifications?

Enable Detect notifications in the Dashboard’s Notifications section to be alerted when suspicious findings, tamper signals, or file-origin concerns are identified.

How do I interpret suspicious activity alerts?

Suspicious activity alerts summarize signals indicating potentially manipulated or inconsistent sections of a document. Review the highlighted regions and explore supporting signals for context.

How do I use the Detect API?

The Detect API allows you to submit documents programmatically and receive signal results via webhook or direct query. To learn more, see Detect API documentation.

What is the Authenticity Score?

The Authenticity Score is a single confidence indicator that summarizes how likely a document is to be genuine based on Ocrolus Detect’s signal analysis. It combines multiple signal categories into an overall assessment of document integrity. To learn more, see authenticity score.

Where can I view the Authenticity Score in the Dashboard?

You can view the score on the detected signal section of any Book. It appears alongside the document’s signal summary, with direct links to view the underlying signals that contributed to the score. To learn more, see authenticity score.

What affects a document’s Authenticity Score?

Signals such as overwritten text, added elements, inconsistent metadata, font anomalies, layout irregularities, and origin mismatches can lower the score. Clean, consistent documents typically score higher. To learn more, see authenticity score.

Can the Authenticity Score trigger alerts?

Yes. If the score falls below your organization’s configured thresholds, Detect can generate notifications or appear in suspicious activity reports depending on your settings. To learn more, see authenticity score.

How should reviewers use the Authenticity Score?

Use the score as a starting point to determine whether deeper review is needed. Open the associated signals to understand which document areas contributed to the score, then confirm findings with manual inspection. To learn more, see authenticity score.

How do False Positives affect the Authenticity Score?

Because the authenticity score has confidence built in, true positives should have a lower score and therefore can be prioritized in the flow. To learn more, see authenticity score.

Why am I not seeing Authenticity Score of 0 or 100?

Because we cannot be 100% sure of the authenticity of a document, we do not return scores of 0 or 100. The lowest possible score is 10. The highest possible score on an image is 80, and the highest possible score on an e-pdf is 90. To learn more, see authenticity score.

Why are some Authenticity Score reason codes are in bold on the Dashboard?

Some reason codes that warrant special attention such as bank statement account number tampered: high confidence are shown in red bold font. To learn more, see authenticity score.

Why do I see an asterisk next to some documents?

An asterisk indicates that the document is non-parsable. To learn more, see authenticity score.

Why do some docs not have Authenticity Score?

The authenticity score launched on November 15, 2023, and all supported documents were backfilled for 2023. Documents submitted before Jan 1, 2023, as well as unsupported document types, do not have authenticity scores. To learn more, see authenticity score.

Plaid

How do I import a Plaid Asset Report into a Book?

Open a Book and select Upload documents, then choose the Plaid Asset Report file. The Dashboard will process it and incorporate the asset data into the Book. You can also do this by using import a Plaid Asset Report API.

How do I upload a Plaid JSON file to a Book?

Use Upload documents in the Book and select the Plaid JSON file. Ocrolus parses the JSON and adds the extracted transaction and account data to the Book automatically. You can also do this by using upload Plaid JSON API.

What types of Plaid data does Ocrolus ingest?

Ocrolus ingests Plaid Asset Reports, PDF statement equivalents, and Plaid JSON containing account and transaction information. Only supported formats and schema-compliant files will be processed. To learn more, see Plaid integration.

How does Ocrolus ingest Plaid data?

When Plaid data is uploaded, Ocrolus normalizes the information, extracts account structures, and populates transactions into the Book. The system treats Plaid data similarly to bank statement extractions, ensuring consistency across workflows. To learn more, see Plaid integration.

How does the Plaid and PDF bank statement flow work?

Ocrolus merges Plaid data and PDF-derived statement data into a unified transaction view within the Book. When both sources are present, users can compare, reconcile, and review the combined dataset directly in the Dashboard. To learn more, see Plaid integration.

How can I fix a corrupt PDF file before uploading it?

If a PDF fails to upload due to corruption, try opening it in a PDF viewer and saving a new copy. You can also print the file to PDF, export it from another application, or use an online PDF repair tool. If the issue persists, re-download the document from the source or request a fresh copy.

Instant

What is Instant document processing?

Instant provides fast, automated bank account verification and transaction extraction using user-permissioned digital data. It is designed to deliver results quickly without requiring document uploads. It's a processing mode in which Books are handled entirely through automated means, without a human in the loop. It's available via the Dashboard or API for eligible document types.To learn more, see Ocrolus instant.

How do I create a Book with Instant?

From the Dashboard, click Create Book and select Instant as the method. Enter the applicant’s details, choose the data source, and follow the prompts to initiate digital data retrieval. To learn more, see Ocrolus instant.

How do I view Books processed with Instant?

The Dashboard displays all Books along with their document processing type, status, connection outcomes, and retrieved financial data. Filters, search, and sorting tools help you find Books and review account-level results. To learn more, see Ocrolus instant.

How do I upgrade from Instant to Complete?

Open an Instant Book and select CONVERT TO COMPLETE to request full document processing. You can then upload PDFs or additional files so Ocrolus can generate full analytics and transaction extraction. To learn more, see Ocrolus instant.

How do I identify the processing method used for a Book?

In the Book Summary page, look for the Processing Type column. It shows whether the Book was handled via Instant or Complete. A blue banner may also appear for Instant Books.

Where can I view Book and document status?

The Book Summary page displays overall Book status.

Why might a document be rejected under Instant?

Documents can be rejected by Instant if they are unsupported, of invalid type, or require human validation. In those cases you may convert the Book (or document) to Complete. To learn more, see Ocrolus instant.

When does Ocrolus automatically transition a Book from Instant to Complete?

If any documents in a Book cannot be processed through Instant (e.g., unsupported bank statements), then the Book may automatically be re-processed via Complete if configured.

How long does Ocrolus take to process a loan?

Processing times vary based on the number of documents, their quality, and whether Instant or Complete processing is used. In most cases, results are available within minutes for Instant and within a few minutes to hours for Complete, depending on volume and complexity.

How does Income Verification with pay stub Capture work?

Paystub Capture allows applicants to upload pay stubs digitally through a guided experience. Ocrolus extracts earnings, employer details, and income metrics automatically, enabling lenders to verify income without manual data entry.

Why is human-in-the-loop (HITL) important at Ocrolus?

Human-in-the-loop review ensures accuracy in cases where automation is insufficient due to document quality, unusual layouts, or ambiguous data. Expert reviewers validate extracted information and correct edge cases, improving reliability for lenders.