Skip to main content

Case notes: 8,000 character limit and save error workaround

Case notes in Smartr365 have an 8,000 character maximum. Pasting long emails or documents into a note will cause a silent save error. Split into shorter notes to resolve.

If a case note fails to save without showing a visible error, the note text has likely exceeded the 8,000 character limit.

Overview

Case notes in Smartr365 have a maximum length of 8,000 characters. If you paste a long email thread, letter, or other document into the notes field and click Save, the save may fail silently — no visible error message is shown, but the note is not saved.

What to Do

  1. Count or estimate the length of the text you are trying to save. If it is close to or over 8,000 characters (approximately 1,300–1,500 words), it is likely too long.

  2. Split the content into two or more separate notes, each under 8,000 characters.

  3. Save each note individually.

Tips

  • For long email threads, consider pasting only the key summary or outcome rather than the full thread.

  • Attach the original document to the Document Store rather than copying its full text into a note.

  • A counter is not shown in the notes field — if Save appears unresponsive, assume the limit has been reached and split the content.

Common Issues

  • Save button appears to work but note is not there when you return: This is the silent failure. The note was not saved. Split the content and re-enter.

  • Adviser needs to verify who changed a Fact Find field: This requires an L2 database audit log query — contact support with the Case ID and the specific field in question.

Did this answer your question?