Help Center

Find answers, solve issues, and keep acknowledgements moving.

Guides and tools to help you manage employees, build documents, assign policies, review acknowledgements, and understand billing or platform admin issues.

A document is missing from assignments

Confirm the document status is Published. Draft documents are intentionally hidden from assignment selection.

Employees are missing from the audience list

Clear department, location, and search filters. Then confirm the employee belongs to the selected company.

Counts do not match between portals

Compare the same company, plan, and status. Master Admin may include company-wide data while a tab may show filtered records.

Overages look unexpected

Review the plan limits, then compare admins, employees, and active documents against the included plan amounts.

Browse by role

Company Admin

Build the company workspace, create policy content, assign documents, and monitor acknowledgement.

  1. 1Set up departments and locations
  2. 2Add or upload employees
  3. 3Create or copy a document
  4. 4Publish, assign, and track

Employee

Find assigned documents, review due dates, open the document, and complete acknowledgement.

  1. 1Sign in as Employee
  2. 2Filter assigned documents
  3. 3Open and review the document
  4. 4Acknowledge before the due date

Platform Admin

Manage customer companies, plans, status, invoices, and operational health from the master portal.

  1. 1Create or select a company
  2. 2Review plan and usage
  3. 3Manage company records
  4. 4Review invoices and risk signals

Popular guides

19 articles
Create a company workspaceUse the signup page or Master Admin company tools to create a workspace for a company.View article

Common symptoms

  • The company does not appear in the portal
  • The subdomain is not what was expected

What to check

  1. Enter the legal or operating company name clearly. The system generates the subdomain from the company name.
  2. Start date and invoice date are set by the platform based on setup timing, so they are labels rather than manual fields.
  3. If the company was created by a Master Admin, select the company from the Platform Admin company list before managing its records.
Set up departments and locations before employeesDepartments and locations make user filtering, bulk assignment, and acknowledgement reporting easier.View article

Common symptoms

  • A department or location is not available when adding an employee
  • Assignments are hard to target

What to check

  1. Open the Departments tab and add the needed departments first.
  2. Open the Locations tab and add the needed work locations second.
  3. When adding or uploading employees, assign each employee to a department and location so filters work correctly.
Add, upload, export, and find employeesCompany Admins can add one employee at a time, bulk upload employees, export employees, and search or filter the list.View article

Common symptoms

  • The employee list is too long to scan
  • A bulk upload did not place employees in the right group

What to check

  1. Use the employee search field for name or email.
  2. Use department and location filters to narrow the list.
  3. Export employees before major cleanup work, update the file, then re-import the cleaned list.
  4. Use the row count selector to switch between 5, 10, and 25 rows when reviewing large lists.
Manage Admin AccountsCompany Admins can manage company admin users separately from employees.View article

Common symptoms

  • An admin cannot access company tools
  • Admin counts are higher than the included plan

What to check

  1. Open Admin Accounts from the left navigation.
  2. Confirm the admin email and role are correct.
  3. Review the dashboard overage details if admin seats exceed the plan allowance.
Create documents inside the platformDocuments are created and edited in the platform editor instead of attaching files.View article

Common symptoms

  • There is no file upload button
  • The document needs formatting

What to check

  1. Open Documents and use the document creation panel.
  2. Use the formatting controls in the editor to structure headings, lists, and policy content.
  3. Choose a category so dashboards and document performance can group policies correctly.
  4. Save the document as Draft until the content is ready to be assigned.
Use Templates to start fasterTemplates provide sample policy language that can be copied into Documents for editing.View article

Common symptoms

  • The team needs a policy starting point
  • Templates are hard to browse

What to check

  1. Open Templates from the left navigation.
  2. Search by keyword or filter by category.
  3. Select a template to copy it into the Documents tab.
  4. Edit the copied document before publishing it for assignment.
Draft vs Published documentsOnly Published documents can be assigned to employees.View article

Common symptoms

  • A document does not appear on the Assignments tab
  • Employees cannot see a new document

What to check

  1. Open Documents and check the Status column.
  2. If the document is Draft, review and publish it before assigning.
  3. If the document was edited after publication, confirm whether the updated version should be published again.
  4. Use category filters on dashboard cards to confirm the policy appears in the expected category.
Assign a document to selected employeesAssignments start with a published document, a filtered audience, selected employees, and a due date.View article

Common symptoms

  • The wrong employees are selected
  • The Assign button count does not look right

What to check

  1. Select a Published document first.
  2. Use department and location filters to build the audience.
  3. Search matched employees by name or email if needed.
  4. Review selected employees and choose the due date before assigning.
  5. Use the employee row selector to review 5, 10, or 25 matched employees at a time.
Assign documents by department or locationBulk assignment can target employees by department, location, or both.View article

Common symptoms

  • Only some employees need the policy
  • The audience is too broad

What to check

  1. Choose the document on the Assignments tab.
  2. Select one or more departments.
  3. Select one or more locations.
  4. Review the matched employee list before assigning the document.
Employee document listEmployees use their portal to view assigned documents, assigned dates, due dates, and acknowledgement status.View article

Common symptoms

  • An employee cannot find a document
  • The due date is unclear

What to check

  1. Ask the employee to open the Employee Portal document list.
  2. Use document filters to narrow the list.
  3. Check the Assigned and Due columns to confirm timing.
  4. If the document is missing, confirm the employee was included in the assignment and the document was Published.
Employee cannot acknowledge a documentAcknowledge problems usually come from assignment, document status, or role issues.View article

Common symptoms

  • The employee sees no acknowledgement option
  • The document opens but is not assigned

What to check

  1. Confirm the employee is signed in as an Employee, not an Admin.
  2. Confirm the document was assigned to that employee.
  3. Confirm the document is Published.
  4. Check whether the due date has passed and whether the acknowledgement is already recorded.
Review acknowledgement history by employeeThe Profile tab shows document acknowledgement history by employee.View article

Common symptoms

  • An admin needs proof an employee acknowledged a policy
  • The employee profile list is hard to scan

What to check

  1. Open Profile from the Company Admin portal.
  2. Search for the employee by name.
  3. Filter by department or location when needed.
  4. Select the employee to review acknowledged documents and history.
  5. Use pagination to move through large employee lists.
Use Ack Details and compliance dashboardsDashboards identify policy completion, pending acknowledgement, overdue items, and high-risk documents.View article

Common symptoms

  • A document has low completion
  • Overdue count is increasing

What to check

  1. Start on the Dashboard to review overall compliance.
  2. Use category filters in Compliance Overview and Document Performance.
  3. Review Highest Risk Documents for policies with overdue employees.
  4. Open Ack Details for deeper acknowledgement records and exports.
Understand plans and overagesPlans include admin, employee, and active document limits. Usage over the plan can create add-on charges.View article

Common symptoms

  • The dashboard shows over plan usage
  • The next invoice amount is unclear

What to check

  1. Review the dashboard cards for Admins, Employees, and Active Documents.
  2. Read the overage detail inside each card to see the section total.
  3. Open Billing to review billing profile details and the next invoice estimate.
  4. Use plan limits to decide whether to change plans or continue with add-ons.
Keep billing profile data currentBilling profiles store company name, mailing address, billing address, telephone, and billing email.View article

Common symptoms

  • Invoices need a different billing address
  • The billing contact changed

What to check

  1. Open Billing in the Company Admin or Platform Admin portal.
  2. Use Edit to update company and contact details.
  3. Enter Address, Address 2, City, State, and Zip separately for mailing and billing addresses.
  4. Save changes before reviewing the next invoice estimate.
Manage companies from Platform AdminMaster Admins can create companies, select companies, change plans, place companies on hold, and delete companies.View article

Common symptoms

  • A company should not be active
  • A company needs a different plan

What to check

  1. Open Companies from the Platform Admin portal.
  2. Select the company from the list.
  3. Use the header controls to review status, plan, start date, and invoice date.
  4. Use Place on hold when the company should temporarily stop active use.
Review company invoicesPlatform Admin invoice entries are based on company dates, plan, usage, and add-ons.View article

Common symptoms

  • An invoice status needs to change
  • Invoice numbers look duplicated

What to check

  1. Open Invoices from the Platform Admin portal.
  2. Search for the company or invoice number.
  3. Edit invoice status when payment or review state changes.
  4. Invoice numbers should remain unique across all companies to avoid QuickBooks conflicts.
Why do Master Admin and Company Admin counts differ?Count differences are usually caused by filters, company selection, status, or record type.View article

Common symptoms

  • Master Admin shows different admins, users, or active documents
  • A company dashboard count seems wrong

What to check

  1. Confirm the same company is selected in Platform Admin and Company Admin.
  2. Check whether document counts are Active or Published documents.
  3. Check whether a list is filtered by search, department, location, status, or category.
  4. Compare the full list total against the dashboard card count after clearing filters.
Before contacting supportCollect a few details so support can reproduce the issue quickly.View article

Common symptoms

  • The issue cannot be solved from the help center
  • A user reports unexpected behavior

What to check

  1. Capture the page URL and the user role: Master Admin, Company Admin, or Employee.
  2. Record the company name, document title, employee email, and due date involved.
  3. Clear filters and retry the workflow once.
  4. Take a screenshot of the visible issue.
  5. Send the exact steps that caused the issue through Contact Support.