Help for employees and Company Admins.

When this guide helps

• You are not sure what requires attention
• You need to find a past document

What to do

1. Open My Documents after signing in.
2. Use search to find a document by title or description.
3. Use the document type, category, document, and status filters to narrow the list.
4. Review the Due and Status columns to decide what needs attention first.

When this guide helps

• A document needs review
• The acknowledgement button is unavailable

What to do

1. Choose Select from the assigned document row to open the document viewer.
2. Read the complete document and verify the version shown in the viewer.
3. Select the acknowledgement statement after completing the review.
4. Choose Review and Acknowledge to record the acknowledgement.

When this guide helps

• You need to revisit an acknowledged document
• A completed item is hidden by the current filter

What to do

1. Open My Documents and clear any status filter that only shows items needing review.
2. Search by title, category, document type, or description.
3. Select the document to read the version associated with your assignment.
4. Use the Status column to confirm whether your acknowledgement is complete.

When this guide helps

• One notification lists several assigned documents
• You need to know when an onboarding set is complete

What to do

1. Follow the summary email link or sign in and open My Documents. Clear filters if an expected document is hidden.
2. Check the due dates and open each document that needs review. Read the assigned version and record your own acknowledgement.
3. Repeat for each assigned document. Receiving or opening the summary email does not acknowledge the documents.
4. Use the status filters to check for remaining work. Ask your Company Admin if a document or deadline does not match what you expected.

When this guide helps

• The workspace is ready but has no structure
• Employee and assignment filters are empty

What to do

1. Open Subscription and check the included capacity for administrators, employees, departments, categories, locations, and documents. Add capacity there before trying to save more than your limit.
2. Add the departments, locations, and categories your team needs. Keep the names simple so you can find the right group later.
3. Open Employees to add each person with the email address they will use to sign in. Use Admin Accounts only for people who should manage the workspace. Ask each invited person to follow the invitation and finish account setup.
4. Open Documents to write your first document, or start from Templates. Replace example company details and have the right person check the wording. Save your draft, then publish the approved version.
5. For one document, open Assignments and select the published version, recipients, and due date. For several documents, open Document Sets, save a reusable bundle, then choose Assign set. Review the people and versions before confirming.
6. Ask one assigned person to open My Documents, read the displayed version, and acknowledge it using their own account. Never acknowledge on someone else's behalf.
7. Return to the assignment and acknowledgement report. Confirm the person, document version, acknowledgement status, and recorded date. Once this works, continue with the rest of your team.

When this guide helps

• You need a quick compliance snapshot
• A document may require follow-up

What to do

1. Review the resource cards for current company usage.
2. Use category, document type, and document filters in Compliance Overview.
3. Review Highest Risk Documents for the largest overdue counts.
4. Use Document Performance and Upcoming Due Dates to plan follow-up work.

When this guide helps

• An admin was assigned a document
• An admin acknowledgement is missing from reporting

What to do

1. Open My Acknowledgements from the Company Admin navigation.
2. Select the assigned document and review the displayed version.
3. Complete the acknowledgement from the document viewer.
4. Open Ack Details and search for the admin to confirm the acknowledgement record.

When this guide helps

• A department or location is unavailable
• Documents or employees are difficult to group

What to do

1. Open Departments and add the teams used by the company.
2. Open Locations and add the work locations used for assignment targeting.
3. Open Categories and add company-specific document groupings when needed.
4. Use the selected colors consistently to make categories easier to recognize.

When this guide helps

• A new employee needs access
• An employee has not completed sign-up

What to do

1. Open Employees and choose Add Employee.
2. Enter the employee details and select the correct department and location.
3. Review the Status column to understand the employee's current access state.
4. Use Resend Invitation when another sign-up invitation is needed.

When this guide helps

• Another administrator needs access
• An admin invitation or acknowledgement needs follow-up

What to do

1. Open Admin Accounts and choose Add Admin.
2. Enter the administrator's name and email, then select department and location when applicable.
3. Use Status to review the account lifecycle and Resend Invitation when needed.
4. Use Ack Status to understand whether assigned documents have been acknowledged.

When this guide helps

• A new controlled document is needed
• Existing content needs an update

What to do

1. Open Documents and choose Add Document.
2. Select the document type and category, then enter the title, description, owner, and content.
3. Use the live word counter while writing. A warning begins at 15,000 words and saving is blocked above 25,000 words.
4. Save as a draft until the content is approved for publication.

When this guide helps

• You need a faster starting point
• You want to browse reusable content by category

What to do

1. Open Templates and search or filter by category.
2. Choose Use Template for the closest starting point.
3. Customize the copied content, document details, and company-specific language.
4. Review the resulting draft before publishing it.

When this guide helps

• A document is missing from the assignment wizard
• Published content needs revision

What to do

1. Check the document Status in the Documents grid.
2. Publish the approved version before attempting to assign it.
3. Move published content to draft when further editing is required.
4. Publish the revised version when it is ready for future assignments.

When this guide helps

• A document needs to be distributed
• The expected recipient count looks wrong

What to do

1. Open Assignments and choose Add Assignment.
2. Select the document type, category, and published document.
3. Choose the audience filters and review the matched recipients.
4. Select the intended recipients, set the due date, and confirm the assignment.

When this guide helps

• A new hire needs several documents to review
• You want to reuse a bundle without sending an initial email for every document
• You need to understand set progress, duplicate handling, or version changes

What to do

1. Open Document Sets in the Company Admin navigation and choose Add Document Set.
2. Enter a name, such as New Hire Onboarding, and an optional description. Search the published documents and select those to include. A set can contain up to 200 documents. Choose Save set.
3. In the saved sets list, choose Assign set. A set must show Ready to assign; if it needs review, check that every included document is published and available.
4. Search for people by name or email, or filter by department and location. Select the intended recipients, check the selected count, and enter a shared Due date. Use separate assignments if groups need different deadlines.
5. Choose Review assignment. Check the document titles and versions, selected recipients, due date, and maximum email count. Choose Back if you need to change the people or date.
6. Choose Assign set once. Review the confirmation for newly created document assignments, skipped existing assignments, and summary emails queued. Queued does not mean delivered or acknowledged.
7. Review Set Assignment History for progress across each run. Use Current Assignments and Ack Details for individual document assignments and completed acknowledgement records.

When this guide helps

• The audience is too broad
• Some users may already have the document

What to do

1. Use department, location, and Added on or after filters to define the audience.
2. Search the recipient grid by employee name or email.
3. Review the Assigned column to see whether the selected document is already assigned.
4. Select Exclude Users Already Assigned to remove duplicate recipients from the selectable list.

When this guide helps

• A recipient needs another notification
• You need to confirm assignment status

What to do

1. Search Current Assignments or filter by category, document type, department, location, document, and status.
2. Review the Status column to see whether the assignment is pending, acknowledged, or overdue.
3. Use Resend to transmit another assignment notification.
4. Use Delete only when the assignment record should be removed.

When this guide helps

• Completion is lower than expected
• You need to identify the highest-priority follow-up

What to do

1. Use Compliance Overview to compare acknowledged, pending, and overdue assignments.
2. Filter by category, document type, or document to focus the result.
3. Review Highest Risk Documents for the documents with the most overdue work.
4. Use Upcoming Due Dates to see grouped assignments approaching their due dates.

When this guide helps

• You need proof of acknowledgement
• A user's completed history needs to be shared

What to do

1. Open Ack Details and search for the employee or Company Admin.
2. Use the available filters to narrow the user list.
3. Select the user to review acknowledged documents and dates.
4. Choose Download to create a professional PDF of that user's acknowledgement history.

When this guide helps

• Usage exceeds an included allowance
• The expected monthly amount is unclear

What to do

1. Open Subscription from the Company Admin navigation.
2. Compare current usage with the effective allowance for each resource.
3. Review additional capacity and recurring charges shown for resources above the included amount.
4. Use Change Plan or Add Capacity, then preview the price and the date the change takes effect before confirming. Active documents follow the plan limit and do not have separate capacity blocks.
5. An increase is charged once when confirmed. For a decrease, current access stays in place until renewal, and any prorated credit is included on the next invoice. Review the preview for the amounts and dates.

When this guide helps

• You need an invoice for a completed payment
• You want to review or update your payment method

What to do

1. Sign in as a Company Admin and open Subscription.
2. Find the Payment & Billing section and select Manage Payment & Billing. This opens your company's Paddle customer portal.
3. To find an invoice, open Payments, select the payment, and choose View invoice. You can save the invoice for your records.
4. To update a payment method, open the subscription in Paddle and follow its payment-method instructions. Enter payment details only in Paddle.
5. Return to AcknowledgePoint when you are done. Refresh the page to review the latest subscription and payment status.

When this guide helps

• You want to stop your next subscription renewal
• Your subscription has ended and the workspace is on hold

What to do

1. To cancel, sign in as a Company Admin, open Subscription, and select Manage Payment & Billing.
2. In Paddle, open the subscription and choose its cancellation option. Review the end date and finish the confirmation steps.
3. Check that Paddle shows the cancellation is scheduled. Return to AcknowledgePoint and refresh the page to check the subscription status.
4. After the subscription has ended, a Company Admin can open Subscription and select Restart Subscription to review a plan and complete a new checkout for the same workspace.
5. After checkout, wait for payment confirmation. If the workspace is still on hold, use Refresh subscription status. Contact Support if it does not update; do not repeat the payment.

When this guide helps

• Subscription shows Your payment needs attention
• Payment status is Failed or Past Due
• A restarted workspace is waiting for a payment update

What to do

1. Sign in as a Company Admin and open Subscription.
2. In the payment notice, select Open Payment & Billing to open Paddle. If the button is unavailable, contact Support.
3. Review the payment in Paddle. Follow its instructions to update the payment method or resolve the unsuccessful payment.
4. Return to AcknowledgePoint and select Refresh billing status. It may take a moment for Paddle's confirmation to reach the site.
5. If the warning remains, check Paddle's payment status and contact Support for help. Do not start another subscription or make another payment just to clear the warning.

When this guide helps

• The employee cannot find an expected document
• The document appears for one user but not another

What to do

1. Clear the search and all document filters.
2. Confirm the employee is signed in with the email used for the assignment.
3. Ask a Company Admin to verify the document is published and assigned to that user.
4. Review Current Assignments to confirm the document, recipient, and due date.

When this guide helps

• The invitation link was not completed
• The signed-in email does not match the company record

What to do

1. Confirm the user is signing in with the invited email address.
2. Ask a Company Admin to review the account Status.
3. Use Resend Invitation if the original invitation is no longer available.
4. Contact Support if the account and email are correct but access still fails.

When this guide helps

• A dashboard total differs from a visible page
• Expected rows are missing from a grid

What to do

1. Clear the search term and Reset all filters.
2. Confirm the same category, document type, department, location, document, and status are being compared.
3. Check the row count and pagination controls for additional results.
4. Reload the page after recent changes if the displayed data has not refreshed.

When this guide helps

• The Help Center did not resolve the issue
• Unexpected behavior needs investigation

What to do

1. Record whether the affected user is an Employee or Company Admin.
2. Include the page name, company name, document title, affected user email, and due date when relevant.
3. Describe the exact steps that caused the issue and the result you expected.
4. Attach a screenshot that does not expose passwords, payment details, or other sensitive information.