Frequently asked questions

Does my client need an account?

No. They open one link and upload — no signup, no password, nothing to install. The link is the access, which is why it should not be forwarded.

What file types can clients upload?

PDF, photos (JPEG, PNG, WebP, HEIC), and Word or Excel files, up to 25 MB each. A clear phone photo of a passport page is fine. Other file types are refused for safety.

Where are my clients’ documents stored?

In your own Google Drive™, if you connect it. Every upload lands there, named for the client and the document, in one folder you can move or nest inside the client folders you already keep — so it is not a second file location. ChaseDocs keeps only a reference, never the file. If you connect nothing, uploads sit in an encrypted ChaseDocs bucket and are purged automatically after a short retention window (14 days by default).

Do you train AI on my clients’ documents?

No. A document is read once, in memory, to produce a validation verdict, and the copy is dropped straight after. We store the verdict — the checks, any issues, a suggested filename — never the contents, and document contents are never written to logs.

How many reminders does a client get?

About three, capped: a nudge two days after sending, another at five days, and a due-soon ping the day before the due date if you set one. Each reminder re-checks the request before it fires and cancels itself if nothing is outstanding, so a client who finishes early is never chased.

My client says they never got the message — can I send it again?

Yes. Open the request and press Resend link. Under the client’s contact details you will also see every message ChaseDocs has sent them and whether it was delivered, so you can tell a missing message from an ignored one. Resending does not change the request’s status or lose anything already uploaded, and it does not use another slot against your plan. It is unavailable for ten minutes after any send, including an automatic reminder. If you would rather deliver it yourself, press Copy client link and paste it into whatever thread you already have with them — treat it like a password, since anyone holding it can upload to that request.

I signed up but Send is refused — why?

Because the email address you signed up with has not been confirmed yet. Open the link we emailed you (check spam), or press Resend the link on the banner at the top of the app. Everything else works while it is pending — you can build requests, add clients and connect your storage — but nothing goes out to a client until the address is confirmed. It keeps the WhatsApp number and email domain shared by every firm on ChaseDocs from being used by accounts nobody can vouch for.

I sent fifteen documents back. Does my client get fifteen messages?

No — one. Rejecting an item records the decision without messaging anyone; a bar then appears above the checklist offering to tell the client once you have finished reviewing. That single message names everything you sent back and carries your note. A message per item would flood the client and, on a shared WhatsApp number, is exactly what gets delivery throttled for everyone.

My client re-uploaded after I asked again. Do I now have two files?

No. A replacement for a rejected item replaces it: the new file is the item’s current answer, and the one you sent back moves under Previous uploads on the request, still there to open if you need to show what was originally sent. Your client sees only the current file. Items where you genuinely want several files — three months of statements on one line — keep every upload.

I reopened a cancelled request. Why did nobody get an email?

Reopening restores the request and the client’s existing link, but deliberately sends nothing — reopening is often a records correction, and your client should not be pulled back in by an automatic message. The status badge showing Sent means the request is live, not that we messaged them today. Press Resend link when you do want the client chasing again; that also restarts the reminder schedule.

Can I add a document after I have already sent the request?

Yes. Add the item and your client sees it next time they open their existing link — no new link, no second message. You can also remove an item you asked for by mistake, and nobody gets chased for it.

Can I ask for a document that is not in your list of types?

Yes — that is the default. Every document item starts as "Any document", so you can ask for an engagement letter, a company profile, a signboard photo, anything. The AI still checks each upload is readable, complete and plausibly what you asked for, reading your item name and description as the specification. The short list of named types (Passport / National ID, Bank Statement, Tax Form) exists only to add checks that make sense for one kind of document, such as a passport still being valid six months after the start date.

What happens if the AI is wrong about a document?

Nothing automatic. The verdict is advisory: no file is ever accepted, rejected, or returned to your client without you deciding. A warning means "look at this one", not "reject this".

Can I collect from a whole group at once — a family, or a company’s directors?

Yes, and it is on every plan. You build the checklist once and each person gets their own copy and their own private link, so nothing is mixed up. Your dashboard collapses the whole group into one row. Note that plan limits count people, not groups: a 40-person group is 40 active requests.

Which channels can I send on?

WhatsApp or email, chosen per request. Before the first send you confirm the client agreed to be contacted on that channel; without that confirmation the send is refused.

What happens when my free trial ends?

Your data stays exactly where it is. You will not be able to send new requests until you choose a plan, but nothing already sent is interrupted and nothing is deleted. Files in your own connected storage were never ours to remove.

Can I use ChaseDocs in a language other than English?

Not yet. The product is English-only today. Other languages come with the markets we enter, rather than as half-finished translations shipped ahead of demand.

Can I export my data or leave?

Yes. If you connected your own cloud storage, every document is already in your Drive and stays there whatever you do with your ChaseDocs account. For your request and client records, email support@usechasedocs.com.

Something else?

Start with Getting started for the whole flow, or browse the docs. If the answer isn't here, email support@usechasedocs.com — a human reads it.