Troubleshooting
Solutions to common issues and frequently asked questions.
Troubleshooting
Find answers to common questions and solutions to issues you might encounter.
Frequently Asked Questions
Client Access Issues
My client says they didn't receive the email
- Check that the email address is correct in the request
- Ask them to check their spam/junk folder
- Resend the Secure Link from the request details page
The Secure Link isn't working
Secure Links expire after 7 days. Click Resend Link on the request to send a fresh link.
Client can't upload files
- Check the file size (max 25MB per file by default)
- Ensure the file type is supported (PDF, images, common document formats)
- Try a different browser
Template Issues
I can't edit a template
Templates used in active Document Requests can still be edited, but changes won't affect existing requests.
Documents aren't showing in the right order
Drag and drop documents in the template editor to reorder them.
Document Request Issues
Request stuck in "Pending" status
The client hasn't accessed the request yet. Consider:
- Sending a reminder
- Contacting the client directly
- Checking the email address
Can't delete a request
Completed requests with approved documents cannot be deleted to maintain audit trails. You can archive them instead.
Account Issues
Forgot password
Click "Forgot password" on the login page to reset via email.
Can't add team members
Check that you have admin permissions in your organization settings.
Still Need Help?
If you can't find the answer to your question, contact our support team through the in-app chat or email support@gatherly.shop.