Managing Returned Documents
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      3. Managing Returned Documents

      Downloading Returned Documents and Messages

      You can download copies of one or more returned request documents, as well as all messages from one or more contacts.


      Start in your Invites list. Find the sent Invite you want, and click its View icon.

       

      Open the Invite’s Requests tab. By default, All Requests are listed, showing all requests sent to all contacts. At the top of this tab, click Print Notes to open a document, in a separate browser tab, listing all messages from all contacts in the Invite. Clicking Download All produced a downloaded ZIP file containing all returned documents.

       

      To download messages and documents for a specific contact, choose that contact in the Requests tab. The same Print Notes and Download Files options appear here as well, and will download only material for this contact.

       

      Whereas the Download option produces a ZIP file containing individual documents, the Collate option produces a single PDF combining all documents together. This option is available for All Requests, or for requests from a single contact.

      • The Quick collate option produces a downloaded PDF of all documents.

      • The Advanced option enables you to send the assembled PDF as an attachment.

      • Collate Selected will include only selected documents.

       

      To select documents for the Collate Selected option, click a request’s status bar to expand its list of documents from all contacts. Check the documents to include, and repeat as needed for other documents from other requests.

      🛠️ Troubleshooting: Problems Downloading or Collating Files

      If you're experiencing issues when downloading or collating a file you or your client added to an invite, here are a few key things to check:

      ⚠️ File Compatibility

      • Our PDF conversion service does not support encrypted or password-protected files, and may not work properly for certain .xlsx spreadsheets or large files.

      • If this applies to your situation, we recommend downloading the original copy of the file instead.

      📂 Missing Files

      If you expected to see a file uploaded by your client, but it's missing:

      1. Check your client's Client Portal to confirm whether the file was uploaded:
        🔗 How to access a client’s portal

      2. Look under the specific request to see if the file appears there.

      3. If it's not visible, ask your client to upload it again and remind them to click the “Submit” button — files will only become available to you once submitted.

      📦 Collate and Download Limitations

      • The Collate File and Download All as ZIP features may not work for invites containing more than 30 uploaded files.

      • As an alternative, consider integrating with your preferred cloud storage service to collect files directly there. Learn more in our Cloud Integration Guide.

      🕒 Device Time Settings

      • Ensure your device's time and date settings are correct — mismatched system time can interfere with file downloads.

      🧹 Clear Browser Cache and Cookies

      Clearing cache and cookies can resolve many download and access issues. Follow the steps for your browser below:

      After clearing your cache and cookies, try the action again.

      If problems persist after these steps, feel free to contact support for further assistance.