A client from abroad tried to submit financial statements on their own, but the system blocked the file upload for two days. The reason turned out to be non-obvious: the document was being downloaded in the wrong format. The Wikielson team took over the submission, and the reports were sent within 10 minutes. The client avoided a serious late fine and learned a valuable lesson: sometimes what matters more than instructions is a specialist who can spot a hidden problem.
“In this situation, it was important not just to give instructions, but to see a hidden technical detail. The client was doing everything right visually, but the file was being sent in the wrong format. We took over the submission – and saved the business from a fine. An accountant today is also IT support, a technical expert, and a psychologist. Especially when the client is panicking about deadlines.”
Page Content
The Problem and Client's Challenges
Client Profile:
Business Sector
Бизнес с регулярной финансовой отчетностью
Business Structure:
Sole proprietor (JDG) or legal entity
Location
Poland
Challenges and Issues:
При подаче финансовой отчетности мы всегда предлагаем клиенту выбрать удобный формат работы:
- Submit documents independently following our instructions.
- Hand over the submission to our specialist.
- Go through the entire process together during a video call with screen sharing.
One of our clients chose the third option – it seemed that the task would be simple: get on a call, go through all the steps, and submit the reports together. But this time, the standard scenario did not work.
Specific problems faced:
Technical error during upload
The system kept giving an error when uploading the document. The file would not send, even though visually all actions were performed correctly.
Geographical restrictions
Being in another country caused the client to have problems accessing some Polish services.
Hidden file problem
The document was being downloaded to the client's laptop in the wrong format every time. At first glance, the file looked correct, so it was nearly impossible to notice the error on their own.
Time constraints
The client had spent almost two days on unsuccessful attempts, and the filing deadline was fast approaching. Late submission of financial statements threatened a serious fine.
The Solution by W12 & Wikielson Specialists
We did not just give instructions – we stayed in touch with the client for all two days, checking every hypothesis step by step. Our team works in such a way that the client is never left alone with a technical problem.
We carried out the following steps:
Remote diagnosis
On the first day, we checked every step the client took, tried to re-upload the document, and searched for the cause of the error. We confirmed that the problem was neither in the client's actions nor in the system.
Solving the access problem
On the second day, we discovered that being in another country was blocking the client's access to some services. We helped set up a VPN and restore access. The client was able to log into the system and confirm the necessary actions via SMS.
Finding the real cause
The file still would not upload. It was our specialist's attentiveness that helped find the real cause: the document was being downloaded to the client's laptop in the wrong format every time. At first glance, the file looked correct, so it was difficult to notice the error on their own.
Decision-making and escalation
We realised that further attempts by the client to send the file on their own risked missing the deadline. We offered a safe option: to take over the document submission ourselves.
Instant submission
The client only needed to confirm the actions with SMS codes. After two days of unsuccessful attempts, the reports were sent by us within 10 minutes.
Key Results and Figures
Time Frame:
Client's own attempts: 2 days (unsuccessful).
Time taken by our team to submit the reports: 10 minutes.
Financial Results
- Late fine – COMPLETELY AVOIDED. Reports submitted on time.
- Money that could have gone to paying a fine (the amount can reach thousands of zlotys depending on the type of report) was saved.
Operational Benefits
- The client did not have to delve into technical complexities: VPN, file formats, system settings.
- The business continues to operate without interruptions or tax consequences.
- The client gained invaluable experience: even with perfect instructions, a specialist’s touch may be required.
Achieved Goals:
- Reports submitted on time.
- Client's stress relieved.
- Demonstrates the value not just of an "accountant", but of a team that takes responsibility for the result.
Client Testimonial
“I thought it would be simple: we’d get on a call, they’d show me, and I’d do it. But for two days in a row, I tried to send the file, and the system wouldn’t accept it. We tried everything with the team: we restarted, checked, looked for errors. It turned out the file was being downloaded in some wrong format – you couldn’t tell just by looking. In the end, they said, ‘Let us send it ourselves.’ I agreed, and within 10 minutes, everything was done! If it weren’t for them, I would definitely have missed the deadline and gotten a huge fine. Now I know: it’s better to trust the submission to professionals right away. Thank you to the Wikielson team for your patience and attentiveness!”
In a similar situation?
Facing difficulties when submitting financial statements? Is the system giving an error while deadlines are looming? Are you abroad and cannot access Polish services?
Don’t waste time and don’t risk fines. Wikielson offers three convenient working formats – and when needed, we simply take over the submission.
Write to us: we will choose a safe and convenient way to file reports for your business.
- Mon-Fri: 08:00 - 17:00
- +48-571-052-184
- Biuro@wikielson.pl
