Frequently Asked Questions

The number of users you can add to your account depends on your subscription plan:

• Starter Plan: 2 users
• Business Plan: 5 users
• Enterprise Plan: Unlimited users

If you need to add more users than your current plan allows, you can either upgrade to a higher plan or purchase additional user licenses. For detailed information about user management and pricing, please visit our pricing page or contact our sales team.

If you've forgotten your password, you can reset it by following these steps:

1. Go to the login page
2. Click on "Forgot Password?"
3. Enter the email address associated with your account
4. Check your email for password reset instructions
5. Click on the reset link and create a new password

The password reset link is valid for 24 hours. If you don't receive the email within a few minutes, please check your spam folder or request another reset link.

Yes, you can change your subscription plan at any time from your account settings. Here's how:

1. Log in to your MySignedDocuments account
2. Go to "Account Settings" > "Billing"
3. Click on "Change Plan"
4. Select your new plan and follow the instructions

When upgrading, the change takes effect immediately, and you'll be charged a prorated amount for the remainder of your billing cycle. When downgrading, the new plan will take effect at the start of your next billing cycle.

If you need help changing your plan or have questions about which plan is right for you, please contact our customer support team.

Signing Orders determine the sequence in which recipients receive and sign a document:

• With sequential signing, recipient #2 won't receive the document until recipient #1 has completed their signing.
• With parallel signing, all recipients receive the document simultaneously and can sign in any order.

Signing Roles determine what actions each recipient can take:

• Signer: Can sign, fill forms, and add attachments.
• Approver: Can approve or reject without signing.
• Reviewer: Can view documents but cannot sign or edit.
• CC Recipient: Receives a copy of the document but cannot sign or edit.

You can combine these features. For example, you might have an approver (role) who needs to review first (order), followed by multiple signers who can sign in parallel.

Yes, templates are available on Business and Enterprise plans. Templates allow you to:

• Pre-position signature fields, text fields, and other form elements
• Define roles (not specific individuals) who need to sign
• Save frequently used documents to reduce preparation time
• Maintain consistent formatting across multiple documents

To create a template:

1. Go to "Templates" in your dashboard
2. Click "Create Template"
3. Upload your document
4. Add fields and assign roles (e.g., "Client", "Manager", "Witness")
5. Save the template

When using a template, you'll simply assign actual people to the roles you've defined, make any necessary adjustments, and send.

MySignedDocuments offers multiple signer verification methods to suit different security needs:

• Email Verification: Basic verification through email access (included in all plans)
• SMS Authentication: One-time passcodes sent via text message (Business and Enterprise plans)
• Phone Authentication: Automated voice calls with verification codes (Business and Enterprise plans)
• Knowledge-Based Authentication (KBA): Identity verification through questions based on public and private data sources (Enterprise plan)
• ID Verification: Government ID scanning and verification (Enterprise plan)
• Biometric Verification: Facial recognition matching to government IDs (Enterprise plan)

You can choose different verification methods for different documents based on your security requirements and compliance needs.

If you suspect any unauthorized access to your account or documents, please take the following steps immediately:

1. Change your password from the account settings page
2. Enable two-factor authentication if it's not already activated
3. Review account activity in your security log to identify suspicious actions
4. Contact our security team at security@mysigneddocuments.com with details about the suspected breach

Our security team will:

• Investigate the incident and help secure your account
• Review document history and access logs
• Help you revoke access for compromised documents
• Assist with any necessary security measures

We take security incidents very seriously and work quickly to resolve any issues and prevent unauthorized access to your data.

Our billing cycles work as follows:

• Monthly Plans: You'll be billed on the same date each month. For example, if you sign up on the 15th, you'll be billed on the 15th of each month.
• Annual Plans: You'll be billed once per year on your signup anniversary. Annual plans include a 20% discount compared to monthly billing.

Other billing information:

• You'll receive email receipts for all payments.
• You can view your billing history and download invoices from your account dashboard.
• If your payment method is declined, we'll attempt to process the payment again and notify you to update your payment information.
• You can update your payment method at any time from your account settings.

If you have any questions about your billing or need help with payment issues, please contact our customer support team.

You can cancel your subscription at any time from your account settings:

1. Log in to your MySignedDocuments account
2. Go to "Account Settings" > "Billing"
3. Click "Cancel Subscription"
4. Follow the prompts to confirm cancellation

When you cancel:

• Your account will remain active until the end of your current billing period.
• No further charges will be made to your payment method.
• You'll have full access to your account until the end of the paid period.
• You'll still be able to access and download your existing documents after your subscription ends, but won't be able to send new documents for signature.

If you're canceling due to a specific issue, we'd appreciate the opportunity to address your concerns. Please contact our support team to see if we can help resolve any problems you're experiencing.

If you reach your monthly document limit, you have several options:

1. Purchase Additional Documents: You can buy additional document packs without changing your subscription. These are available in packs of 5, 10, or 25 documents.
2. Upgrade Your Plan: If you frequently exceed your limit, upgrading to a higher plan may be more cost-effective.
3. Wait Until Next Billing Cycle: Your document limit resets at the beginning of each billing cycle.

When you approach your document limit (80% usage), you'll receive an email notification. If you reach your limit, you can still access and manage existing documents, but you won't be able to send new documents for signature until you purchase additional capacity or your limit resets.

Note: Unused documents do not roll over to the next month. The document count is based on each unique document sent, not the number of signers (a document with multiple signers counts as one document).

Yes, we offer special pricing for eligible non-profit organizations, educational institutions, and government agencies:

• Non-profit Organizations: Qualified 501(c)(3) organizations receive a 25% discount on any plan.
• Educational Institutions: K-12 schools, colleges, and universities receive a 20% discount on any plan.
• Government Agencies: Local, state, and federal government entities receive a 15% discount on any plan.

To qualify for special pricing, you'll need to:

1. Register with your official organization email (e.g., .edu, .gov, or organization domain)
2. Provide documentation verifying your organization's status
3. Complete a brief verification process

Please contact our sales team at sales@mysigneddocuments.com to apply for special pricing and learn more about our programs for non-profits, education, and government.