Help & Support

I paid but my report did not arrive

Reports are generated within 5-10 minutes after payment and sent to the email address on your Stripe receipt.

1. Check your spam or junk folder. Most missing reports are filtered there. Add support@adpexpert.co.uk to your safe senders to be sure.
2. Check the email address on your Stripe receipt. Reports go to that address, not always the one you usually use.
3. Still nothing after 30 minutes? Email us with your Stripe receipt and we will resend it straight away.

The report generator showed an error

Occasionally the system that writes your guidance produces an output we cannot read. If you saw an error like "We had trouble formatting the response":

1. Click the retry button next to the failed activity if one is shown.
2. Try removing one or two less-important conditions and resubmit. Very long condition lists are the most common cause.
3. If it happens twice in a row, email us with your Stripe session ID (found in your receipt URL) and we will regenerate it for you.

I cannot find or access my report

If you paid but cannot find your report, do not worry - we can resend it.

• Check your spam or junk folder first. Most missing reports are there.
• Check the email address on your Stripe receipt. The report goes to that exact address.
• Still cannot find it? Email us with your Stripe receipt and we will resend straight away.

The PDF will not open or download

Some Android browsers and older devices struggle with PDF download. Try this:

1. Open the email on a desktop or laptop if you have one - PDF support is more reliable.
2. Use Chrome or Safari rather than the in-app browsers inside Facebook, Instagram or Gmail.
3. Long-press the download link on mobile and choose "Save link as".
4. Still stuck? Reply to your delivery email and we will send the report as plain text or copy-paste it directly.

Can I edit my report, or revisit it to make changes?

Your report is generated from the information you enter, so the first thing to do is read it through carefully and check it reflects your situation in your own words. It is your guidance to use as a draft for your ADP application Part 2, and you stay in control of what you actually write on the form.

• You cannot edit it inside the tool, and we do not keep an editable copy on our side, so the way to change it is to save your own copy and adjust that.
• Save a copy straight away. Use the green "Email a copy to yourself" box on the report, or click Download and change the printer to "Save as PDF". You can then edit your own copy, including pasting it into Word.
• Want a fresh version? You can generate again with more detail. The more fully you describe your conditions and your bad days, the more complete the report.

Can I upload my medical letters or evidence?

No, and you do not need to. There is nowhere to upload documents to us, and we do not store any files. The report is written guidance based only on what you type in.

• Your evidence goes to Social Security Scotland, not to us. Consultant or GP letters, care plans and prescriptions are sent in together with your ADP application as supporting evidence.
• Mention them in your answers. Naming your health professionals and what they have said about your condition, and enclosing copies of their letters when you return your form, is exactly the right thing to do.

Social Security Scotland has refused my claim - what now?

You have 42 days from the date on your determination letter to ask for a re-determination. You can ask later, up to a year, if you have a good reason. Social Security Scotland must decide within 56 days, and if they miss that you get a direct right of appeal. If the re-determination does not go your way you can appeal to the First-tier Tribunal for Scotland (Social Security Chamber) within 31 days, so a refusal is not the end.

• Use our free re-determination letter generator - it builds a letter that responds to specific descriptors.
• Try the free Determination Analyser - paste your determination letter and it identifies the scoring errors most likely to win a re-determination.
• For a full structured Re-determination Pack with point-by-point rebuttal and tribunal prep, see the Re-determination Pack (£149.99).
• Free help: Citizens Advice (citizensadvice.org.uk) and your local welfare rights team can both request re-determinations on your behalf.

I lost my report

Your report was emailed to you, so it should still be in your inbox. Search for "ADPexpert" and check spam.

Important: we do not keep a copy of generated reports on our side. The email was sent only to you. If you have deleted the email and cannot find it, we can regenerate it for you from your Stripe receipt - email us with the email address you used at checkout.

What happens to my National Insurance Number and other personal details?

If you enter your NI number, name, address or other personal details when generating a re-determination letter or ADP report, those details are used only to write the letter or report you asked for. They are not stored on our servers after the document is generated, and they are not BCC'd, archived or otherwise copied to our mailbox.

The final document is sent only to the email address you provided. We rely on your email provider (Gmail, Outlook, Apple Mail etc.) to keep that email private to you.

If you would prefer not to email the document at all, you can copy or download it directly from the page without ever sending it to us.

I want my data deleted (UK GDPR)

You have the right to ask us to delete your personal data at any time. The input you entered (conditions, description, NI number) is not stored on our application servers after the report is generated, so there is nothing to delete on that side.

What we still hold is: your Stripe payment record (kept for 7 years for UK financial regulations - we cannot delete this) and any support emails you have sent us (held in Zoho Mail until you ask us to delete them). To delete the support correspondence, email us from the same address. We will confirm deletion within one calendar month.

If you are unhappy with how we handle your request you can complain to the ICO at ico.org.uk/make-a-complaint.

The website is broken or behaving strangely

Sorry. Try these in order:

1. Hard refresh - Ctrl+F5 on Windows, Cmd+Shift+R on Mac.
2. Open in a private window to bypass any cached version.
3. Try a different browser. We test Chrome, Safari, Firefox and Edge.
4. Still broken? Email us a screenshot, the page URL, your browser and device. We will fix the bug and let you know when it is live.