A client link is expired or invalid
Open the request in the staff workspace and resend it. The fresh link replaces the unusable one. Confirm the recipient email before resending.An upload is rejected immediately
Check that the file is no larger than 25 MB and uses a supported format. Renaming an unsupported file extension does not convert the file.An upload remains unavailable
The scan may still be pending or may have returned an error. Do not ask the client to email the document. Retry with a clean, supported file or contact support with the request ID—never the document itself.Correctness gives a surprising result
Review the source file, item expectation, provider configuration, and mode. Try a redacted representative file. Keep the result advisory until the checklist performs reliably.The client did not receive email
Confirm the address, check spam or quarantine, and resend from the request. Firm mail controls or a delivery-provider delay can affect arrival. Do not paste the secure link into a public channel.Browser push does not arrive
Confirm browser permission, the registered device in notification settings, operating-system notification settings, and that the device is not shared or in a focus mode.A webhook does not arrive
Use Send test, check the last recorded HTTP status, and confirm the endpoint subscribes to the event. Endpoints must use public HTTPS and are revalidated before delivery. Failed deliveries are not retried.A webhook signature does not match
Compute HMAC-SHA256 over the exact raw HTTP body, not parsed and re-serialized JSON. Use the secret shown when the endpoint was created and compare in constant time. See Webhooks.Webhook recipient details are missing
Enable Recipient details on the endpoint and userequest.sent, reminder.sent, or comment.replied. Other events are always ID-only. NeuDocs never sends phone numbers; a WhatsApp relay must look them up in your CRM.