Documents & uploads

Document trouble usually falls into a few buckets: a file too large to upload, a format that won’t preview inline, a PDF locked with a password, or an upload that landed on the wrong client.

”Upload failed: file too large”

What you saw: the upload stalled or errored on file size.

What it means: there’s a per-file size cap, and this file is over it.

What to do: split the document into smaller chunks with Preview (Mac), Acrobat, or any free PDF tool, and upload each chunk. They all land under the same client’s Documents tab.

”A document doesn’t preview inline”

What you saw: you opened a document row and got “preview not available,” or it downloaded instead of rendering.

What it means: inline preview handles PDFs and common images (PNG, JPG, HEIC). Office files (DOC, DOCX, ODT) download rather than render.

What to do: export the document to PDF first (most word processors have File → Export as PDF), then upload the PDF — it previews inline.

”A PDF asks for a password I don’t have”

What you saw: a firm-generated PDF prompts for a password when you open it.

What it means: your firm has PDF protection turned on, so generated PDFs are encrypted with the firm’s password.

What to do: ask an admin at your firm for the current PDF-protection password. They manage it under Administrative → PDF protection and can rotate it there if needed.

Rotating the password doesn't re-key old PDFs

If your firm rotates the PDF-protection password, already-generated PDFs keep the password they were made with — only new PDFs use the new one. Keep the old password documented somewhere safe, or open a Help & support ticket if you need existing files re-keyed in bulk.

”Documents from the wrong client are showing up”

What you saw: documents you didn’t expect appear under a client.

What it means: most often the upload went to the wrong client (easy when two are open in adjacent tabs), or an intake attached to the wrong profile.

What to do:

1. Confirm the document is misfiled by opening it — the filename or contents usually make it obvious.
2. Move it to the correct client’s Documents tab.
3. If many documents are misattached, open a Help & support ticket with the two client names.

”I finalized a document but it still looks like a draft”

What you saw: you finalized a document but the copy you downloaded still carries a draft/watermark stamp, or looks like the working version.

What it means: the finalize step didn’t fully fire, or your browser served a cached preview.

What to do:

1. Hard-refresh the page (Cmd-Shift-R on Mac, Ctrl-Shift-R on Windows) and re-download.
2. Re-run the finalize action from the Documents tab if the fresh copy still looks wrong.
3. If it persists, open a Help & support ticket with the client name and document.

Finalized documents are the canonical copy

Once a document is finalized it becomes the file’s official version and the source for e-signature. If you need to change it after finalizing, finalize a corrected version rather than editing the signed copy.

Handle in-app vs. open a ticket

• File too large or won’t preview — split or convert it yourself.
• PDF password — get it from your firm’s admin; only open a ticket if you need old files re-keyed in bulk.
• Wrong-client documents — move them in-app; open a ticket for bulk re-mapping.