If files uploaded by your client aren't appearing in your connected cloud storage, follow the steps below to troubleshoot and resolve the issue (Google Drive, OneDrive, OneDrive for Business, Box, Dropbox).
Confirm Your Client Has Submitted the Files
Before troubleshooting the integration, make sure the client actually uploaded and submitted the files.
Steps:
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Access the Client Portal to view the specific request.
🔗 How to access a client’s portal -
Look under the corresponding request to check for the uploaded files.
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If no file is visible, ask your client to upload the file again and click the "Submit" button.
⚠️ Files only become available once the client submits them.
LiveForms Reminder:
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Files and data from incomplete or partially signed LiveForms cannot be downloaded or uploaded to your cloud storage.
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If a form is incomplete, contact your client to complete and submit it.
User-Specific Cloud Settings
⚠️ Important: Different users have individual cloud storage settings.
If you're experiencing issues syncing a specific invite to the cloud, it’s important to verify who created the invite. Each FileInvite user has their own cloud integration preferences. If the invite was not originally created by you—or you're not the invite owner—your personal cloud settings won’t apply to that invite.
In this case:
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Check if the invite owner has set up their cloud storage integration correctly.
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Each user must configure and authenticate their own cloud storage connection under their FileInvite account.
This is especially important in multi-user teams to ensure smooth syncing and file access.
Confirm FileInvite’s Connection to Your Cloud Storage
Sometimes, third-party cloud services expire integrations for security reasons. This can prevent files from syncing properly.
How to Check:
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Go to Integrations in your FileInvite dashboard.
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Click your connected cloud storage service.
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Click "Change Folder":
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If folders fail to load (you see a spinning wheel or no options), the connection is broken.
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To Reconnect:
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Disconnect the cloud storage:
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Go to Integrations, click your cloud storage, then select "Disconnect [Cloud Storage Name]".
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Clear browser cache and cookies:
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Log in to your cloud storage account directly in the browser to authenticate the session.
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Reconnect to FileInvite using the relevant guide:
Check Invite and Template Cloud Sync Settings
Even with a successful integration, files won’t upload unless the invite is configured correctly.
For Existing Invites:
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Use this guide to verify cloud settings:
🔗 Manage Cloud Sync for Existing Invites
⚠️ If you just set up your cloud storage, existing invites need to be manually updated to enable syncing.
For New Invites Using Templates:
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Update your templates' Additional Settings to ensure cloud sync is configured correctly.
🔗 Editing, Copying, and Deleting a Template
For Manually Created Invites (No Template):
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During invite creation, select the appropriate cloud storage and folder.
🔗 Manage Cloud Sync for a New Invite
Cloud Service-Specific Notes
Google Drive
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FileInvite creates a dedicated folder named “FileInvite Documents”.
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You cannot choose another folder. Learn more:
🔗 Google Drive Integration Changes
OneDrive vs OneDrive for Business
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These use different connectors.
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Ensure you’ve selected the correct service during integration to avoid sync issues.
Shared Folders
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Some cloud services restrict access to shared folders due to security policies.
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FileInvite may not be able to upload files to shared folders depending on the provider's limitations.
🆘 Need Help?
If you've followed all steps and still experience issues, contact our support team with:
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A description of the issue
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The cloud service you're using
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Screenshots or error messages if possible
We're here to help!