When something goes wrong

If something isn’t working the way you expected, you’re in the right place. Pick the topic closest to what you’re seeing and you’ll find the most common symptoms, what they mean, and what to do about each one.

Find your symptom

Billing & subscriptions

Card declined, plan switch errors, surprise overage charges, chargeback issues. Read →

AI features

Ask Fola, AI Autofill, Attorney Level Intelligence Review, Mandamus — caps, errors, wrong output. Read →

Forms & PDFs

Fields blank, watermark issues, USCIS rejections, missing forms. Read →

Clients & profiles

Missing clients, intake link errors, family-sub-profile issues. Read →

Documents & uploads

Upload failures, password-protected PDFs, file format issues. Read →

Members & access

Invitations not arriving, role changes not taking effect, ownership transfer. Read →

Email & templates

Outbound email issues, template variables, domain reputation. Read →

USCIS-side issues

Receipt-notice problems, biometrics, processing delays, mandamus. Read →

Service agreement & brand

Signing problems, letterhead issues, PDF lock password lost. Read →

Account & sign-in

Can’t log in, email verification, password reset, session issues. Read →

API & developer surface

REST API + TypeScript SDK + webhooks errors. Read →

The single most common Fola issue

You’re on the demo plan when you thought you were on a paid tier. Open /workspace/settings/billing and check the Current plan card. Demo orgs are hard-capped at 5 AI chats / 2 autofills / 2 reviews per seat per month — no overage, no extra charges, just blocked.

Who to write when you’re stuck

If your specific error isn’t covered, or you’ve followed the fix and it didn’t help, here’s who to email:

Email	When to use
support@folaform.com	General questions, “how do I” walkthroughs, security incidents, urgent issues. Reply within 24 business hours; security incidents read within 24 hours including weekends.
billing@folaform.com	Billing, invoices, overage disputes, plan changes.
forms@folaform.com	A form rendered wrong, a field is missing, a USCIS edition is out of date.

Whatever you write, include:

1. Your firm name + your email
2. The error message verbatim (a screenshot is best)
3. The form ID, client name, or invoice number — whatever’s relevant
4. Approximate time of the failure in your local timezone