Why was I suddenly logged out?
docEvault signs you out after 60 minutes of inactivity to keep client documents secure — sign in again to continue. It also signs you out if you or someone else logged into your seat on another device or browser, since each paid seat allows one active session. If that keeps happening, two people are probably sharing one seat.
I see a "Down for Maintenance" page instead of docEvault.
docEvault is offline for scheduled maintenance. While that page shows, nobody can sign in, and your clients' upload, e-signature and consent links show the same page. Reminders and scheduled requests wait too, and go out once docEvault is back. Nothing you've uploaded or set up is lost. The page checks every minute and brings you back on its own when maintenance is over. If the page gives a time, that's when we expect to be back.
Can I send a colleague a link to a request?
Yes. Every screen in docEvault has its own web address, so you can copy the address of a request, a contact, or a page like Settings and send it to someone on your team. When they open it and sign in, they land on that screen. The browser Back and Forward buttons move between screens, and refreshing the page keeps you where you were.
Opening a second docEvault tab asks you to sign in again, and signing in there ends your session in the first tab, because each seat allows one active session.
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 Also confirm the portal link hasn't been superseded by a newer request.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?
Every document is encrypted in transit and in storage. If your organization turns on end-to-end encryption (Settings › Security), documents are encrypted with a key only your organization holds, protected by a passphrase docEvault never sees, and docEvault cannot read them at all.
What happens when my trial ends?
Your organization becomes read-only: your team can still sign in, view and export everything, but can't create requests or send reminders until you subscribe from Billing. Nothing is deleted. docEvault emails your admins three days before the trial ends and on the day it ends, so it shouldn't come as a surprise. If you subscribe before the trial ends, you keep the rest of it and your card is first charged when it ends.
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.
How do I report a bug or a problem?
Click Report a Problem, the button just above the green help button in the lower-right corner of any screen. Describe what you were trying to do and what happened instead, then send it. The report goes straight to the docEvault team along with the screen you were on and any recent errors the app recorded, so you don't have to hunt for those details yourself — you can see exactly what will be included before you send. We reply to the email address on your account.
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 the contact is told to upload a replacement in the next review notice — one message covering everything you decided in that sitting, sent a few minutes after your last decision. If the upload was right but only part of what you need, use Mark Incomplete instead, which asks for the rest without throwing away what they sent.