Documents & uploads

Document issues usually fall into one of three buckets: file too large, file in a format we don’t preview, or the PDF is locked with a password you don’t have.

”Upload failed: file too large”

What you saw: the upload progress bar stopped or showed an error about file size.

What it means: we cap each upload at 25 MB. Bigger files need to be split.

What to do: use Preview (Mac), Adobe Acrobat, or any free PDF tool to split the document into chunks under 25 MB. Upload each chunk separately. They’ll all show up under the same client.

”PDF asks for a password I don’t have”

What you saw: you downloaded a Fola-generated PDF and your PDF viewer prompts for a password.

What it means: your firm has the PDF lock feature enabled at Settings → PDF protection. Every Fola-generated PDF is encrypted with that password.

What to do: ask an ORG_OWNER or ORG_ADMIN at your firm for the current password. If they don’t remember, they can rotate it from the same page (new password applies to NEW PDFs; old PDFs keep their old password).

Lost the password and need old PDFs?

If your firm lost the PDF-lock password, the old PDFs are still encrypted with it and we can’t recover the password (we hash and salt it like any other password). Email support@folaform.com if you need a bulk re-encrypt against a new password on already- generated files.

”Old PDFs need the old password, new ones need the new password”

What you saw: after rotating the PDF-lock password, your old PDFs still need the previous password.

What it means: expected behavior. Rotating the password doesn’t re-encrypt existing files — they keep whatever password they were generated with.

What to do: either keep the old password documented somewhere safe, or email support@folaform.com to run a bulk re-encrypt job on your firm’s existing PDFs to the new password.

”Letterhead logo is blurry when I print”

What you saw: the logo on your firm’s cover-letter / agreement header looks fine on screen but pixelated on the printed page.

What it means: the source logo you uploaded is low resolution.

What to do: open Settings → Organization → Logo and re-upload at higher resolution:

• Minimum: 256 × 256 pixels
• Recommended: 1024 × 1024 or larger
• Best format: SVG (vector — scales infinitely)
• Next-best: PNG with transparent background

Print a test cover letter to confirm.

”Document doesn’t preview inline”

What you saw: you click a document row and the preview pane shows “Preview not available” or downloads the file instead.

What it means: inline preview supports PDFs and common image formats (PNG / JPG / HEIC) only. Office formats (DOC, DOCX, ODT) download to your computer rather than rendering in the browser.

What to do: export the document to PDF first (most word processors have File → Export as PDF), then re-upload. The PDF copy previews inline.

”Wrong client’s documents are showing up”

What you saw: documents you didn’t expect appear under a client.

What it means: either you uploaded under the wrong client (easy mistake when two clients are open in adjacent tabs) or an intake submission attached to the wrong profile because the client used the wrong invite link.

What to do:

1. Confirm the document doesn’t belong by opening it (filename or contents usually make it obvious).
2. Use Row actions → Move to send it to the correct client’s Documents tab.
3. If many documents are misattached, email support@folaform.com with the two client names — we can re-map in bulk.

When to email vs when to handle in-app

• File too large — split it; no email needed
• Wrong PDF password — check with your org admin; only email support@folaform.com if the firm lost the password and you need bulk re-encryption
• Document on the wrong client — try the in-app Move action first; email support@folaform.com for bulk fixes