Managing Returned Documents
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      Troubleshooting Issues Downloading or Collating Files

      If you're experiencing issues when downloading or collating a file you or your client added to an invite, see below 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, follow the steps below to identify and resolve the issue.

      ✅ Step 1: Check the Client Portal

      Start by reviewing your client’s activity in their Client Portal:
      🔗 How to access a client’s portal

      • Open the specific invite in your dashboard.

      • Navigate to the Requests tab.

      • Look under the request in question to see if any files appear.

      ⚠️ Step 2: Understand Why a File May Be Missing

      It’s possible that your client clicked the Submit button on a request without uploading any files.

      Because FileInvite allows you to create read-only requests, it’s not mandatory for a client to upload documents in order to mark a request as completed. This may cause confusion if the client assumes they’ve fulfilled the request simply by clicking Submit.

      🔁 Step 3: Ask the Client to Upload the File

      If no files are showing under a request:

      • Ask the client to re-upload the missing file(s).

      • Remind them to click the Submit button after uploading—files are only made available to you once submitted.

      🛠 Optional: Use Approve/Reject for More Control

      To provide more structured feedback or request re-submission of documents, you can use the Approve/Reject workflow.

      👉 Approving or Rejecting Request Documents

      This feature allows you to guide clients more clearly and ensure all required documents are properly uploaded and reviewed.

       

      Note: It is currently not possible to download partially completed or partially signed Live Forms. If your client has not completed the form, please reach out to them to finalize it, and ask them to ensure they click the Submit button once they’ve completed the form. Once submitted, the form will be available for download.

      📦 Collate and Download Limitations

      • PDF copies may not be accessible if the PDF Conversion option is turned off. You can enable it by going to Settings > Preferences > File Options.

      • 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.