Top FAQs & Pitfalls

For task-by-task answers, search our knowledge base. This page collects the questions and mistakes that come up most.

"Why can't I see that feature?"

Check these three things, in this order:

Is it on your plan? Several modules are add-ons. A feature you don't have is simply absent — not greyed out. See Plans & Billing.
Is the company setting on? Many modules have their own switch in Platform Settings.
Do you have the permission? If a colleague can do it and you can't, it's always this one. See User Permissions.

Mistake	What to do instead
Sharing a link carelessly	Links from Share This File can't be revoked. Send one only to the person it's for, on a channel you trust.
Mass-updating statuses without testing	Every automation rule watching that status fires on every file — emails included — and there's no undo. Filter, count, and test on two files first.
Changing a live file's loan program	The program drives fields, required docs, workflow and guidelines, so all four change. Re-check the document list afterwards.
Renaming or deleting a status in use	Automation, permissions, required-doc conditions and saved views all point at statuses, and stop matching silently.
Sending a document unread	A signed document can't be corrected — you void, regenerate and collect every signature again. Read it once before it goes.
Leaving exports lying around	An export is a file of borrower data outside every control the platform has. Delete it when you're done.

A mistyped merge tag prints unreplaced in the document you sent. Copy tags from the library; never type them.
Enabling no values in a drop-down means all values apply, not none.
A signer with no fields placed is dropped when you send.
Pipeline exports are capped. Narrow the filter rather than assume you got everything.
Hiding a field doesn't delete its data — it can still appear in a report.
Guidelines warn; they don't block. Somebody has to read the warning. (Use status hard stops when something must block.)
Imported records skip intake automation, so they may lack the usual follow-up tasks.

Build your status list first, then leave it alone.
Configure the process you actually follow — twelve steps people complete beat forty nobody reads.
Don't create a loan program per deal. Programs are products.
Scope automation rules by program or branch.
Build internal tasks before borrower emails when you start automating.
Test-generate every template before anyone uses it.

Help Center (main menu): live chat any time, phone during business hours (weekdays, Eastern time), email, and booked one-to-one sessions.
Raise a ticket for anything that needs to be fixed or investigated — it's tracked to resolution.
Say which loan file, what you expected and what happened, and send a screenshot.