Dropbox DocSend FAQs

Quick Guide:

1. Password protection enabled: Yes, DocSend supports password-protected documents, allowing you to add a password when sharing a document.
1. Docsend does not support uploading documents that already have password protection.
2. Setting a password: When you upload a document, you can set a password in the sharing options to restrict access.
3. Sharing the password: Ensure that you share the password securely with recipients so they can access the document.
1. 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 Password-Protected Documents?

Quick Guide:

No, a document marked as “Final” in Word or other applications, is not supported within DocSend. 

 

1. Export as PDF: Consider exporting the document as a PDF to preserve finality and prevent further edits.
2. 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:

• Does DocSend Support Documents Marked as Final?

Quick Guide:

1. Contact your bank: Sometimes, payment declines are due to issues on the bank’s side, like blocked transactions or card limits.
2. Check your payment details: Make sure your credit card or payment method is up to date.
3. 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:

• Why Was My Payment Declined?

Quick Guide:

1. Accepted payment methods: DocSend supports payments via major credit cards (Visa, MasterCard, American Express)
2. 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.
3. 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:

• What Payment Methods Does DocSend Accept?

Quick Guide:

1. Use modern browsers: While DocSend supports most modern web browsers, for an optimal experience, we recommend using Chrome, Firefox, Safari, or Edge.
2. Keep your browser updated: Ensure your browser is updated to avoid compatibility issues.
3. 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:

• Which Web Browsers Does DocSend Support?

Quick Guide:

1. Time zone differences: Time zone differences between your location and the visitor’s location can cause discrepancies in the reported time.
2. System time issues: Ensure your system time and time zone settings are correct to match your local time.
3. 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:

• Why Is There a Time Discrepancy in My Visit Notification?

Quick Guide:

1. Track all visits: DocSend tracks visits from all individuals who successfully access your shared document link.
2. 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:

• Does DocSend Track Visits From Unintended Visitors?

Quick Guide:

1. Engagement tracking: DocSend tracks the time each visitor spends on your document, including page-by-page breakdowns.
2. Time starts when opened: The timer starts once the document is opened and stops when the viewer closes the document.
3. 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:

• How Do You Measure a Visitor’s Time Spent on My Document?

Quick Guide:

1. Use standard fonts: If possible, use fonts that are widely supported (like Arial, Times New Roman) in your documents.
2. 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.
3. 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:

• Custom Font Issues

Quick Guide:

1. Check DocSend settings: Log into your account and check your language preference in Account settings > Personal > Language
2. Adjust language preferences: You can adjust your preferred language within your account settings to select your desired language.
3. 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:

• Languages Supported by DocSend

Quick Guide:

1. 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 to Delete a DocSend Account

Quick Guide:

1. Log in to DocSend: Sign in to your DocSend account and go to "Billing Page."
2. Update Billing:  In the "Billing" section, click “Add Tax ID” and input information in the required fields.
3. 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:

• How Do I Add a Tax ID?