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:

      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.

      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.