Forms, cases & filings

Forms, cases, and filings all live on a client’s Case tab. Trouble here is usually one of two kinds: data on your side that isn’t where the form expects it, or a step (e-signature, finalize) that didn’t fully fire.

”A field is blank that I filled in”

What you saw: you set a value on the client’s Identity tab but it didn’t appear on the rendered form, or landed in the wrong place.

What it means: the value isn’t reaching the form field — either it’s stored on a different field than the form pulls from, or the form’s mapping for that field needs a fix.

What to do:

1. Confirm the value is on the client’s Identity tab in the field the form expects (for example, legal name vs. a nickname field).
2. Re-open the form on the Case tab to pull the latest data.
3. If the value is clearly set but still won’t render, open a Help & support ticket with the form, the field label, and a screenshot of the value on Identity next to the blank field.

”A checkbox group is all-checked or none-checked”

What you saw: a question that should pick one option (sex, marital status) shows every box checked or none.

What it means: the answer driving that group isn’t set to a value the form recognizes.

What to do: re-open the question on the Case tab and pick the option again. If it still renders wrong, open a Help & support ticket naming the form and the question.

”E-signature isn’t stamping onto the form”

What you saw: you ran e-signature but the signature isn’t appearing on the finished document.

What it means: the document wasn’t finalized before signing, the signer hasn’t completed their part, or a captured signature isn’t on file yet.

What to do:

1. Confirm the document is finalized — e-signature stamps onto the finalized copy, which is the canonical version.
2. Confirm the signer has completed the e-signature step.
3. For your own signature, make sure a signature is captured under My Credentials so it can be affixed.
4. Re-run the affix/sign step and re-download.

Finalize first, then sign

E-signature works against the finalized document, not the working draft. If a signature won’t land, the usual cause is that the document was still a draft when signing ran. Finalize, then sign.

”USCIS rejected the filing”

What you saw: USCIS returned a rejection notice for a form you filed.

What it means: something didn’t match USCIS requirements — common causes are the wrong fee, a missing signature, the wrong filing location, an expired form edition, or a missing G-28.

What to do:

1. Read the rejection notice for the specific reason it gives.
2. Fix that item on the case — correct the fee, add the signature, attach the G-28 — and refile.
3. If the rejection cites an expired form edition, open a Help & support ticket so the bundled template can be updated.

Expired editions are a recurring cause

USCIS rotates form editions every few months. If you file right after a rotation you may hit a stale edition. “Form edition not accepted” in a rejection is the tell — flag it through Help & support.

Handle in-app vs. open a ticket

• Data in the wrong field — fix it on the Identity tab and re-open the form.
• E-signature won’t stamp — finalize first, confirm the signature is captured, re-run.
• Rendering bug (a field or checkbox that won’t fill even with the data set) — open a Help & support ticket with the form and field.
• USCIS rejection — fix the cited item and refile; ticket us for an expired edition.