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Troubleshooting & FAQ

Quick answers to the most common issues, with links to detailed troubleshooting for each area.

Most Common Issues​

I can't sign in​

  • Verify you're using the email address that was invited
  • Use Forgot Password? on the sign-in page to reset your password
  • If MFA codes aren't working, check your device's time is set to automatic — time drift is the most common cause

Details: Signing In troubleshooting · MFA troubleshooting

My client didn't receive their invitation​

  • Ask them to check the spam/junk folder
  • Verify the email address is correct
  • Resend the invitation from the portal's Members panel

Details: Inviting Guests troubleshooting

A guest can see the portal but can't upload/download​

Their permissions may be restricted. Open the portal's Members panel and review the guest's permissions.

Details: Portal Permissions troubleshooting

A signature request is stuck​

  • Check the Signature Tracking page for the request's real status
  • If the recipient never got the email, ask them to check spam, then resend from tracking
  • If the recipient's link expired, resend the request

Details: Sending for Signature troubleshooting · Signing Documents troubleshooting

A file won't preview​

Some formats aren't supported for in-browser preview — download the file instead. For large files, allow time for the preview to load.

Details: File Preview troubleshooting

Video chat has no camera or audio​

Check browser permissions for camera/microphone, and make sure no other app is using the camera.

Details: Video Chat troubleshooting

Billing or payment problems​

Details: Billing troubleshooting

Branding, subdomain, or email template issues​

Details: Branding troubleshooting · Email Templates troubleshooting

Frequently Asked Questions​

Do my clients need to pay for an account?​

No. Guests are free — they only need to accept the invitation and create a password.

Can a guest see my other clients or portals?​

No. Guests only see the specific portals they've been invited to. They never see other guests, other portals, or your organization settings.

What happens when I archive a portal?​

The portal is hidden from default views but nothing is deleted — all files and history are retained, and you can restore it at any time. See Creating Portals.

Is there a limit on file storage or e-signatures?​

E-signatures are unlimited on all plans. Portal limits vary by tier — see the Feature Comparison.

Can I automate things or integrate with other tools?​

Yes, on the Enterprise plan. Connect via Zapier, or use the REST API and webhooks directly. Start with the Developer Quickstart and API & Webhook Settings.

How do I change my organization's branding?​

Admins can upload a logo, set a brand color, claim a custom subdomain, and white-label the guest experience on Large Firm and Enterprise plans. See Branding.

Still Stuck?​