Here are some of our most frequently asked questions. If you have a question that isn't covered by the FAQ's please create a new topic here.
Does DocSend offer password protection feature for documents?
Quick Guide:
- Password protection enabled: Yes, DocSend supports password-protected documents, allowing you to add a password when sharing a document.
- Docsend does not support uploading documents that already have password protection.
- Setting a password: When you upload a document, you can set a password in the sharing options to restrict access.
- Sharing the password: Ensure that you share the password securely with recipients so they can access the document.
- We recommend for added protection, sending the link password separately from the link. I.e. Email the DocSend link, and inform them to locate the Password Email for access.
Common Causes:
- Not enabling password protection: If password protection isn’t enabled before sharing, the document will be accessible to anyone with the link.
- Incorrect password provided: If recipients don’t receive the correct password, they won’t be able to access the document.
- Forgotten passwords: If the Password feature is enabled on a link, the visitor would need to request the password from the link owner. Otherwise, the link remains visible for any user/seat on the account.
Possible Fixes:
- Enable password protection: Ensure that the option to set a password is selected when you upload and share the document.
- Ensure correct password sharing: Verify that the correct password is shared with the intended recipients.
- Password recovery: If the password to the document is forgotten/ lost by the visitor, reach out to the individual who initially shared the link, requesting the password for access.
Official Help Center References:
Does DocSend Support Documents Marked as Final?
Quick Guide:
No, a document marked as “Final” in Word or other applications, is not supported within DocSend.
- Export as PDF: Consider exporting the document as a PDF to preserve finality and prevent further edits.
- Check compatibility: Ensure that your document format is compatible with DocSend (DOCX, PDF, PPTX).
Common Causes:
- "Mark as Final" feature enabled: The “Mark as Final” feature in Microsoft Word can prevent the document from being uploaded to DocSend.
- File format limitations: Some file formats may cause issues if marked as final, especially in non-PDF formats.
- Exported content issues: If you’re exporting from Word, you may lose editing functionality if the document is flagged as "final."
Possible Fixes:
- Unmark as final: Open the document and unmark it as final to allow uploads.
- Export as a PDF: If the document is locked, export it as a PDF before uploading to DocSend to ensure compatibility.
- Check for any restrictions: Ensure no other restrictions (e.g., password protection) are applied to the file before uploading.
Official Help Center References:
Why Was My Payment Declined?
Quick Guide:
- Contact your bank: Sometimes, payment declines are due to issues on the bank’s side, like blocked transactions or card limits.
- Check your payment details: Make sure your credit card or payment method is up to date.
- Update your payment method: If your card has expired or is incorrect, update your payment method in DocSend.
Common Causes:
- Bank restrictions: Your bank might have flagged the transaction as suspicious or blocked it for other reasons.
- Outdated payment details: If your credit card has expired or is no longer valid, payment will fail.
- Insufficient funds or limits: Make sure there are no issues with your payment limits or account balance.
Possible Fixes:
- Resolve issues with your bank: Contact your bank to resolve any payment-related issues, and add Dropbox DocSend to allowed merchants.
- Update your payment method: As the Account Owner, navigate to your DocSend Billing Page to ensure the payment information is up to date.
- Use a different payment method: If the issue persists, consider using a different credit card or payment option.
Official Help Center References:
What Payment Methods Does DocSend Accept?
Quick Guide:
- Accepted payment methods: DocSend supports payments via major credit cards (Visa, MasterCard, American Express)
- Currency options: DocSend supports three currency types: British Pound £ (GBP), Euro € (EUR), and United States Dollar $ (USD). The currency will automatically be selected based on your browser’s primary language setting.
- Billing info requirements: Ensure your billing information is accurate and matches the information associated with your payment method.
Common Causes:
- Unsupported payment method: If you're attempting to use a non-supported payment method, your transaction may fail.
- Currency mismatch: Based on banking currency, there may be foreign exchange fee charges incurred.
- Billing issues: Incorrect or outdated billing details may cause payments to be declined.
Possible Fixes:
- Use a supported payment method: Check the payment options DocSend accepts and choose a plan that fits your needs.
- Ensure correct billing information: Verify that your payment details, including the billing address, are correct.
- Use a different payment method: If you encounter issues with a particular payment method, try another one from the supported list.
Official Help Center References:
Which Web Browsers Does DocSend Support?
Quick Guide:
- Use modern browsers: While DocSend supports most modern web browsers, for an optimal experience, we recommend using Chrome, Firefox, Safari, or Edge.
- Keep your browser updated: Ensure your browser is updated to avoid compatibility issues.
- Clear your cache: If you’re facing issues, clear your browser cache to resolve any conflicts with cached content.
Common Causes:
- Outdated browsers: Older versions of web browsers may not fully support DocSend features.
- Browser extensions interfering: Some browser extensions or plugins may conflict with DocSend’s functionality.
- Cache issues: Cached data can cause issues with the proper loading of DocSend’s website and features.
Possible Fixes:
- Update your browser: Ensure you’re using the latest version of a supported browser.
- Disable problematic extensions: Try disabling browser extensions to see if one is causing issues.
- Clear your cache and cookies: Regularly clear your browser cache and cookies to avoid conflicts.
Official Help Center References:
Why Is There a Time Discrepancy in My Visit Notification?
Quick Guide:
- Time zone differences: Time zone differences between your location and the visitor’s location can cause discrepancies in the reported time.
- System time issues: Ensure your system time and time zone settings are correct to match your local time.
- Browser settings: Some browsers may not adjust for daylight saving time, which can affect how time is recorded.
Common Causes:
- Time zone mismatches: If your time zone settings are incorrect, the time displayed in the notifications may not match your local time.
- Clock drift: Devices with incorrect system clocks can also cause time discrepancies in DocSend analytics.
- Browser issues: Some browsers may not account for time zone changes automatically.
Possible Fixes:
- Check time zone settings: Verify that both your system and DocSend account time zones are set correctly.
- Check for daylight saving adjustments: Ensure your browser and device account for daylight saving time if applicable.
- Correct system time: Double-check that your computer or device’s system clock is accurate.
Official Help Center References:
Does DocSend Track Visits From Unintended Visitors?
Quick Guide:
- Track all visits: DocSend tracks visits from all individuals who successfully access your shared document link.
- Link settings: To prevent unintended visitors, you can restrict access with passwords, Allow/ Block, or automatically disabling the link by setting an expiration date.
Common Causes:
- Unintended sharing: If the link is shared unintentionally, DocSend will still track visits from anyone who accesses it.
- Shared links with no expiration: Links without expiration can be accessed indefinitely, even by unintended viewers.
- No password protection: If the link is not protected by a password, anyone with the link can access it.
Possible Fixes:
- Use link expiration: Set an expiration date for the link to limit access over time.
- Apply password protection: Add a password to your shared links to ensure only authorized viewers can access the document.
- Revoke access: If a link is shared accidentally, revoke access from the "Link Settings" page in DocSend.
Official Help Center References:
How Do You Measure a Visitor’s Time Spent on My Document?
Quick Guide:
- Engagement tracking: DocSend tracks the time each visitor spends on your document, including page-by-page breakdowns.
- Time starts when opened: The timer starts once the document is opened and stops when the viewer closes the document.
- Tracked activity: Interaction with the document (e.g., scrolling or navigating) is counted as active time.
Common Causes:
- Visitor activity: If the visitor opens the document but doesn't interact with it, the time might show as zero seconds.
- Multiple tabs open: If the viewer opens the document in multiple tabs, the time may be split or inaccurately tracked.
- Document not fully opened: If the document is only partially loaded or closed quickly, the time spent might not be recorded.
Possible Fixes:
- Encourage interaction: Ask recipients to engage with the document (e.g., scroll, click links) to ensure time is tracked.
- Avoid multiple tabs: Advise recipients to view the document in a single tab to avoid splitting session data.
- Check for fully-loaded documents: Ensure the document loads properly before sharing it with others.
Official Help Center References:
Custom Font Issues
Quick Guide:
- Use standard fonts: If possible, use fonts that are widely supported (like Arial, Times New Roman) in your documents.
- Embed fonts in the document: If using custom fonts, make sure to embed them when saving the document to prevent them from being missed during upload.
- Convert to PDF: Export your document as a PDF to preserve formatting and font integrity.
Common Causes:
- Unsupported fonts: Custom or non-standard fonts might not display correctly on all systems.
- Fonts not embedded: Fonts that are not embedded can fail to load properly when the document is shared or viewed.
- File conversion issues: Certain file formats like DOCX may have problems with font rendering on different devices or browsers.
Possible Fixes:
- Switch to standard fonts: Use widely-supported fonts that are likely to display correctly across all platforms.
- Embed fonts in your file: Ensure custom fonts are embedded in the document before saving or exporting.
- Convert documents to PDF: PDFs preserve font styles and formatting across devices, ensuring your document appears as intended.
Official Help Center References:
What Languages Supported by DocSend?
Quick Guide:
- Check DocSend settings: Log into your account and check your language preference in Account settings > Personal > Language
- Adjust language preferences: You can adjust your preferred language within your account settings to select your desired language.
- Supported languages: Dansk, Deutsch, English (United States), Español (Latinoamérica), Español (España), Français, Italiano, Polski, Português (Brasil), Nederlands, Svenska, 中文（简体）, 中文（繁體）, 日本語, 한국어
Common Causes:
- Incorrect language settings: Your preferred language may not be set correctly in your account.
- Browser default language settings: Your browser might automatically use a different language, overriding DocSend settings.
- Not all languages supported: Some languages may not be fully supported for all features.
Possible Fixes:
- Adjust language settings in your account: Go to "Settings" and choose your preferred language.
- Switch language in your browser: Ensure that your browser language settings align with your preferred language on DocSend.
- Check DocSend for language support updates: Stay updated on available languages and full support for them.
Official Help Center References:
How to Delete a DocSend Account?
Quick Guide:
- DocSend does not support self serve account deletions: You must reach out to Support from support@docsend.com, request a callback, or chat in.
Common Issues:
- Account ownership: Only the account owner can request account deletion.
- Pending payments: Before requesting deletion, ensure the subscription has been canceled from Billing Page.
Possible Fixes:
- Make sure you're the account owner: Only the account holder has permission to request an account deletion.
- Confirmation: Confirm with support, you understand deleting your account will disable your account and purge all of the data associated with your account (links, content, other users, etc).
- Once deleted, your account cannot be recovered.
- Clear any pending payments: Resolve outstanding billing issues before deleting your account.
Official Help Center References:
How Do I Add a Tax ID?
Quick Guide:
- Log in to DocSend: Sign in to your DocSend account and go to "Billing Page."
- Update Billing: In the "Billing" section, click “Add Tax ID” and input information in the required fields.
- Save your changes: After entering your Tax ID, click "Save" to update your account information.
Common Causes:
- Incorrect permissions: You must be the account owner to add a Tax ID.
- Missing Tax ID field: Make sure the field for entering the Tax ID is visible and editable in your account settings.
- Outdated account details: Verify that all other account details are up-to-date.
Possible Fixes:
- Ensure you have the correct permissions: Contact the Account Owner, requesting they update the Tax ID.
- Check your billing settings: Ensure the Tax ID field is visible and editable.
- Update your account details: Ensure your contact and payment information is correct before adding a Tax ID.
Official Help Center References:
