Why was I suddenly logged out?
Each paid seat allows one active session. If you or someone else logged into that seat on another device or browser, your original session is automatically signed out. Log back in to continue. If it keeps happening, two people are probably sharing one seat.
Do my clients need a docEvault account?
No. Contacts access their request through a private link sent to them by email or text. They never create an account, set a password, or install anything.
My contact says they can't upload a file.
Check your plan's maximum file size first — uploads over the limit are rejected, and this is the most common cause. Also confirm the portal link hasn't been superseded by a newer request.
I forgot my account password.
Use Forgot password on the login screen to reset it by email. This is separate from your encryption passphrase; resetting your login password does not recover a lost passphrase.
I forgot my encryption passphrase.
docEvault cannot reset or recover it, by design — it never has access to it. If another team member still has access they can grant it to you from their session. Otherwise, previously encrypted documents are not recoverable.
A contact isn't getting my reminder emails or texts.
Ask them to check spam and junk folders, and confirm the email address and phone number on their contact record are correct. Texts also require that they haven't previously replied STOP.
Can docEvault read my documents?
No. Documents are end-to-end encrypted with a key held by your organization and protected by a passphrase docEvault never sees. Documents are stored encrypted and cannot be read on our side.
What happens when my trial ends?
New organizations get a 14-day free trial. When it ends you'll need to choose a plan to keep using docEvault. Your data isn't deleted when the trial lapses.
Why can't I send text messages?
Texting requires a Professional plan, carrier verification of your firm, and consent from the contact. All three have to be in place before a message goes out.
Can I get a document back after a contact uploads the wrong one?
Yes. Reject the item with a note explaining what was wrong. That moves it to Needs Revision and notifies the contact to upload a replacement.