Troubleshooting

My client didn't get the emailCopy Anchor Link

1. Ask them to check their spam or junk folder for an email from your firm's name via Sealio.
2. Open the request and choose Send reminder now in the Reminders panel. The reminder carries a fresh upload link.
3. Check the address on the client's page. If emails to it bounced, or the client marked one as spam, the page shows a warning and Sealio has stopped emailing that address. Correct the address with Edit, then send a reminder. (In place)

My client's link doesn't workCopy Anchor Link

Upload links are personal and work for 30 days. Send reminder now sends a new one. If the client sees "wrong code", codes work once and only for 10 minutes: they can choose Email me a code again.

A file says "Checking for viruses…" for a long timeCopy Anchor Link

The check usually takes under a minute, and the page updates by itself. If a file is still checking after an hour, Sealio treats it as one it couldn't check, holds it back, and asks the client for another copy. (In place)

A file was refused when my client uploaded itCopy Anchor Link

The upload page says why. The usual reasons:

• Wrong type: the item accepts other kinds of files (for example PDF or a photo). The accepted types are listed under the item.
• Too big, or too many files for that item: each item shows its limits.
• The file's content doesn't match its name (a renamed file): Sealio checks the first bytes of every upload. Ask for the original file.
• Your firm's storage is full: the client sees a short message asking them to let you know. An Owner or Admin can see what takes the space in Settings → Storage, set a retention period in Settings → Review, or change the plan in Settings → Billing.

I can't sign inCopy Anchor Link

• Wrong password several times: after five wrong passwords, sign-in for that email is paused for 15 minutes (longer if it keeps happening). Use Forgot password? to set a new one; it's always available.
• Lost the phone with your authenticator app: use one of your backup codes instead of the 6-digit code.
• Never got the confirmation code when you signed up: check spam, then choose Send a new code on the same screen.

Everything is read-onlyCopy Anchor Link

Your firm's trial has ended or a payment failed. The Owner can choose a plan or update the card in Settings → Billing; your clients can still upload in the meantime. See Plans and billing.

I can't find a documentCopy Anchor Link

Press ⌘K (Ctrl K on Windows) anywhere in Sealio and type part of the client's name, the file name or the document type. See A client's documents and search.

Still stuck?Copy Anchor Link

Write to Sealio support from the email address you sign in with, and include the request or client name (never the documents themselves).