Frequently Asked Questions

Find answers to common questions about our services

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General Questions

Basic information about our services

Account & Billing

Questions about your account and payments

Technical Support

Help with technical issues

Security & Compliance

Information about security features

Document Signing

Questions about the signing process

API & Integration

Help with API integration

General Questions

DocumentsScanned.com is a professional digital document signing platform that allows individuals and businesses to securely sign, send, and manage documents online. Our platform provides legally binding electronic signatures that comply with global regulations such as ESIGN Act, eIDAS, and more. We offer an easy-to-use interface combined with enterprise-grade security for all your document signing needs.

Yes, electronic signatures created through DocumentsScanned.com are legally binding in most countries. Our platform complies with major e-signature laws including the ESIGN Act and UETA in the United States, eIDAS in the European Union, and similar regulations in other jurisdictions. Each signed document includes a detailed audit trail and certificate of completion that enhances its legal validity. However, certain document types may have specific requirements in some jurisdictions, so we recommend consulting with legal counsel for specific legal questions.

DocumentsScanned.com supports a variety of file formats including PDF, Word (DOCX), Excel (XLSX), PowerPoint (PPTX), and image files (JPG, PNG). For the best experience and consistent results, we recommend using PDF files. When you upload non-PDF files, our system automatically converts them to PDF format for the signing process. The maximum file size allowed is 25MB per document.

You can start using DocumentsScanned.com immediately after creating an account. The registration process takes just a few minutes, and our intuitive interface allows you to upload and prepare documents for signing right away. Basic plan users can begin with a 14-day free trial to explore the platform's features before committing to a subscription.

No, signers do not need to create a DocumentsScanned account to sign documents. When you send a document for signature, signers receive an email with a secure link that takes them directly to the signing page. They can review and sign the document without creating an account. This makes the signing process quick and convenient for all parties involved.

Account & Billing

We offer three main subscription plans: Basic, Professional, and Enterprise. The Basic plan is perfect for individuals and small businesses with limited document signing needs. The Professional plan is ideal for growing businesses with moderate volume, and the Enterprise plan is designed for organizations with advanced needs and high volume. Each plan offers different features and document limits. You can find detailed information on our Pricing page.

Yes, you can upgrade or downgrade your plan at any time through your account dashboard. When you upgrade, the changes take effect immediately, and you'll be charged the prorated difference for the remainder of your billing cycle. When you downgrade, the changes will take effect at the start of your next billing cycle. Please note that downgrading may result in the loss of certain features or reduced document limits.

Yes, we offer a 20% discount when you choose an annual billing cycle instead of monthly billing. This discount is available for all plans (Basic, Professional, and Enterprise) and represents significant savings over the course of a year. You can select your preferred billing cycle (monthly or annual) when signing up or updating your subscription.

If you reach your monthly document limit, you have two options: you can either upgrade to a higher-tier plan with a larger document allocation, or purchase additional documents as needed. Additional documents are available at a rate of $1.99 per document for Basic plans and $1.49 per document for Professional plans. Enterprise plans include unlimited documents. Your dashboard will notify you when you're approaching your limit.

You can cancel your subscription at any time through your account dashboard. Go to "Account Settings" > "Subscription" and click on the "Cancel Subscription" button. Your subscription will remain active until the end of your current billing period. After cancellation, you'll still have access to view and download your previously signed documents according to your plan's retention period, but you won't be able to send new documents for signature.

Technical Support

DocumentsScanned.com supports all major modern browsers including Google Chrome, Mozilla Firefox, Safari, Microsoft Edge, and Opera. For the best experience, we recommend using the latest version of these browsers. Internet Explorer is not fully supported due to its outdated technology and security concerns. Our platform is also mobile-responsive, allowing you to sign documents on smartphones and tablets.

If a signer is having trouble accessing a document, here are some troubleshooting steps:
  1. Check if the email was delivered or if it went to their spam/junk folder
  2. Resend the signing invitation from your dashboard
  3. Verify the email address is correct
  4. Ask the signer to try a different browser
  5. Check if the signer's company has firewall restrictions that might block access
If the issue persists, you can contact our support team who can help investigate the specific problem.

If you're experiencing issues uploading a document, it could be due to one of these common reasons:
  • The file exceeds our 25MB size limit
  • The file format is not supported (we support PDF, DOCX, XLSX, PPTX, JPG, PNG)
  • The document is password-protected or encrypted
  • Your internet connection is unstable
  • You've reached your monthly document limit
Try compressing your file, converting it to a supported format, or checking your account status. If the problem continues, our support team can help identify the specific issue.

To download your signed documents:
  1. Log in to your DocumentsScanned account
  2. Navigate to the "Documents" section in your dashboard
  3. Find the completed document you want to download
  4. Click on the document name to open it, or use the "Download" option in the actions menu
All signed documents are automatically saved as PDF files with a certificate of completion attached. You can also set up automatic downloads to your connected cloud storage services if you're on the Professional or Enterprise plan.

Currently, we don't offer a dedicated mobile app, but our platform is fully responsive and optimized for mobile browsers. You can access all features by visiting DocumentsScanned.com from your smartphone or tablet. This includes uploading documents, adding signature fields, and signing documents. The mobile experience has been carefully designed to ensure ease of use on smaller screens.

Security & Compliance

We implement multiple layers of security to protect your documents:
  • 256-bit SSL encryption for all data in transit
  • AES-256 encryption for data at rest
  • Tamper-evident technology that detects if documents have been altered
  • SOC 2 Type II certified infrastructure with regular security audits
  • Role-based access controls and detailed audit trails
  • Regular penetration testing and vulnerability assessments
Our security measures meet or exceed industry standards for document protection. For more details, please visit our Security page.

Yes, DocumentsScanned is fully compliant with the General Data Protection Regulation (GDPR). We maintain appropriate technical and organizational measures to protect personal data, provide mechanisms for data subject rights, and have clear policies regarding data processing. Our Data Processing Agreement (DPA) is available for customers who require it. We act as a data processor for your document signing activities and only process data according to your instructions and our Terms of Service.

Your documents are stored in SOC 2 Type II certified data centers with multiple geographic regions available. By default, we store data in the region closest to your account location to optimize performance. All data is encrypted at rest using AES-256 encryption, and each customer's data is logically separated with unique encryption keys. For enterprise customers, we offer data residency options to ensure compliance with regional data sovereignty requirements.

We support multiple authentication methods to verify signer identity:
  • Email authentication (standard for all plans)
  • SMS verification (available on Professional and Enterprise plans)
  • Knowledge-based authentication with security questions (Enterprise plan)
  • ID verification through government-issued IDs (Enterprise plan)
  • Multi-factor authentication for account holders
  • Single Sign-On (SSO) integration for Enterprise customers
The level of authentication can be customized based on the security requirements of your specific document.

Our data retention policy varies based on your subscription plan:
  • Basic plan: Documents are retained for 30 days after completion
  • Professional plan: Documents are retained for 1 year
  • Enterprise plan: Documents are retained indefinitely while your subscription is active
You can download or export your documents at any time before the retention period expires. For Enterprise customers, we offer custom retention policies to meet specific compliance requirements. After the retention period, documents are securely deleted using industry-standard data destruction methods.

Document Signing

To prepare a document for signing:
  1. Log in to your account and click "Send Document" on your dashboard
  2. Upload the document you want to get signed
  3. Add recipient information (names and email addresses)
  4. Drag and drop signature fields, initials, dates, and other fields onto the document
  5. Customize the email message and signing order if needed
  6. Click "Send" to send the document to recipients for signing
Our intuitive document preparation tool makes it easy to place fields exactly where you need them, and you can also save templates for documents you use frequently.

Yes, you can send documents to multiple signers. When preparing your document, you can add as many recipients as needed (limits may apply based on your plan). You have two options for the signing workflow:
  • Sequential signing: Recipients sign in a specific order you define
  • Parallel signing: All recipients receive the document simultaneously and can sign in any order
You can also assign different roles to recipients, such as "Signer," "Approver," or "Viewer" (cc), depending on their involvement in the document process.

The signing process itself is very quick - signers can typically complete it in minutes. However, the total time to collect all signatures depends on how quickly each signer responds to the signing request. Recipients receive email notifications as soon as you send the document, and most signers complete the process within 24-48 hours. You can set up automatic reminders to notify signers who haven't completed the signing process, and you can also send manual reminders from your dashboard at any time.

API & Integration

Yes, we offer a comprehensive REST API that allows you to integrate our document signing capabilities into your applications and workflows. API access is available on Professional and Enterprise plans. Our API enables you to:
  • Create and send documents for signature programmatically
  • Embed the signing experience within your application
  • Track document status in real-time
  • Retrieve completed documents and audit trails
  • Create and manage templates
Detailed API documentation is available in our Developer Documentation.

Our REST API is language-agnostic and can be used with any programming language that supports HTTP requests. For easier integration, we provide official client libraries for:
  • PHP
  • JavaScript (Node.js)
  • Python
  • Java
These SDKs handle authentication, error handling, and common API operations, making integration simpler and more reliable. Even if your preferred language isn't on this list, you can still use our API directly with standard HTTP libraries.

Yes, we offer pre-built integrations with popular business tools and platforms including:
  • Google Drive and Google Workspace
  • Microsoft 365 and SharePoint
  • Dropbox
  • Salesforce
  • HubSpot
  • Slack
  • Zapier (enabling connections to 3,000+ other apps)
These integrations allow you to streamline your document workflows by connecting DocumentsScanned directly with your existing tools. Enterprise customers can request custom integrations for their specific business systems.

Still have questions?

Our support team is here to help you with any questions or concerns.

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