> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neudocs.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Resolve common sign-in, link, upload, notification, integration, and export problems.

## 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](/reference/file-requirements). 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](/integrations/webhooks).

## Webhook recipient details are missing

Enable **Recipient details** on the endpoint and use `request.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.

## An integration cannot connect

Reconnect from Settings, confirm the provider account has permission, and complete the authorization flow in one session.

## A Dropbox export is missing

Request completion is not rolled back by Dropbox failure. Confirm the connection and folder, then use the manual request export while resolving the connection.

## Still blocked?

Email [support@neudocs.app](mailto:support@neudocs.app) with your firm name, approximate time, browser, and request ID. Do not attach documents, API keys, recovery codes, or client links.


## Related topics

- [Webhooks](/integrations/webhooks.md)