Managing Returned Documents
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      3. Managing Returned Documents

      Tracking Request Status

      Once your contacts use their Client Portal to complete and submit requested documents, you can track the request's progress.

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

       

      Open the Invite’s Requests tab. By default, All Requests for all contacts are listed. Each request is listed with its status bar, detailing how many contact documents are returned, pending, approved, or rejected. To the right of the status bar is the list of contacts who were sent the request, and each request also has icons to approve or reject the request.

       

      Hovering over a status bar, or a section of a divided status bar, shows a tooltip listing the contacts whose requests meet that status.

       

      Clicking a status bar opens the Returned Information section. Here you can find detailed information about the request, including the request status of each contact. To the right of each contact who completed the form are icons to reopen the form for a new signature, download the filled form, or download a CSV file with the values entered in the form.

       

      Below the Returned Information section is Request Details. Expanding this section displays the original request instructions and the form itself which can be downloaded.

       

      Clicking the status bar again collapses the request details.

       

      You can also click a contact to see the status of only their requests.

       

      In this contact-specific view, clicking a request still opens the same Returned Information section, displaying details about all contact documents.

       

      🛠️ 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.