Frequently asked questions

Below are some answers to the most frequently asked questions about our services.

Go to the registration box and enter your Policy number (it should have been supplied to you by your provider). If you do not have a Policy number and believe you should have access to this service then please get in touch with your provider

When you receive a new Policy number, log in to your account and head over to the 'My Account' page, accessible from the top of the page. From there select 'Policy number', then enter your new access code and click 'Activate'.

If you cannot remember your password then go to the site's login page where you will see a 'Forgotten your password?' link. Click this link and you will then be asked for the username of the account and registered email address. Enter these details, and if they match a registered account, an email will be sent to the registered email address with details of a new temporary password. You can then go back to the login page and enter your username and the new password provided. You will then be asked to create a new password.

Go to the site's login page. Under the login box you will see a 'Forgotten your username?' link. Click this link and you will be asked for the email address of the registered account. Note: this must be the email address that the account was registered with. If there is an account associated with that address then an email will be sent, and the account registered with that address will have its username shown in the email. Note: If there are multiple accounts associated with that email address multiple usernames will be shown in the email.

When you have completed your document you can submit it for online to our review team for legal review, at no extra cost. One of our highly trained legal experts will check your answers and make sure your document meets your legal needs. They may get in touch to clarify some points if required.

Go to the 'My documents' page, find the document that you want to submit for review and once you have answered all questions, click on the 'Send for legal review' button.

When the document review is finished you will get an email letting you know it is ready. You can then go to the 'My documents' page and click the 'Download' button next to the returned document. This will display a small window with the choices of 'Download to Word' (if available) or 'Download to PDF'. Choose the format you want and save the file to your computer. You can then print it out like any other document.

It normally takes three working days or fewer (though it can take longer at busier times) for our reviewers to either return the document to you as approved, or to get in touch to ask for more information they need to complete the review.

The hours of operation of the helpline can be found on the 'Contact us' page

Our legal advice lines cover many areas of business and personal law including employment, business start-up, trading, debt recovery, Wills, powers of attorney, divorce, private landlord and consumer disputes. The area of law we advise on vary by service, and you can find out the exact areas we can advise you on by calling us the advice line.

The legal helpline is included free with the service, there are no hidden costs.

If you have more than one of the same type of document saved to your account, it can be difficult to tell at a glance which one is which. To fix this issue, you can 'Rename' your document on the 'My documents' page, making it much easier to tell which document is the one you need.

You can delete a document from the 'My documents' page using the 'Delete' option. This moves the document to the bin and clears up your workspace. You can restore any documents in the bin to the active folders that have been moved there by mistake. If you want to permanently delete the documents you can 'Empty' the bin.

Note: Once the bin has been emptied, the documents that were in it will be permanently removed and cannot be restored.

If you delete a purchased document (and empty the bin) you can restart it by using the 'Start a new document' button and selecting the template you want.

Note: you cannot delete a document that has been reviewed by our team

Once you have logged into the website, go to the 'My documents' section of the website and open the folder containing the document. All the documents contained within the folder you have opened will be shown on the right. Go to the document you want to print and click on 'Download'. This will open the document as a PDF or Word file which you can either save or print.

If you do not have a printer at home, try asking a friend or family member to borrow theirs. Alternatively, you could visit a library or office supply store that offers printing facilities and get it printed there.

Either log into the service at their place and print from there, or you can download (save) the document to a memory stick or your device, take that with you and print from there.

Unfortunately, this is not a service we offer. For more help printing your document please refer to 'How do I print my document?'.

Yes, you can update the answers in your document by editing the document from the 'My documents' page. From there you can use the progress bar at the top of the screen to move between different groups and change any answers you want.

The only times you will not be able to change your answers are if they are with our team for review or once the document has been approved by our legal team.

If any previous documents have information that can be used in the new document, you can select the 'Transfer Data' option under the document to start a new document template and transfer selected data into it. You will also be prompted to transfer data into any new document you create, either from your account information or previously created documents.

If there is no 'Transfer Data' option available then either there are no suitable existing documents or templates to transfer data to, or there is no useful or suitable transferable data in the document.

You can store any documents online that you want using our document storage facility as long as they are Word documents, PDFs or images and no bigger than 2 Mb.

You can go to the stored document on the 'My documents' page and select "Replace" on the document options. This will allow you to upload a replacement file.

Yes, go to the stored document on the 'My documents' page and select 'History' on the document options. From there you can find the version you want to revert to and select 'Preview' to download a copy of that version.

Note: this will not replace the current stored file with the previous version. To replace an uploaded file with past version, follow the same steps but instead of selecting 'Preview' instead select 'Restore'.

You can go to the 'My documents' page and select 'Delete' on the document options. This will move the document to the bin, where it will remain until the bin is emptied. After the bin is emptied the document will be permanently deleted.

All stored documents are available for download on the 'My documents' page.

Document storage is included with the service at no additional charge.

Sharing lets you to give a third-party access to your document so that they can view, and (if you allow them), edit it.

Go to the document you want to share on the 'My documents' page and click 'More' and then 'Sharing'. Then select 'Add Party' to fill in the form with the recipient's details and create a password for them.

Note: this is just for the other party to get access to this one document and should be different from your account password.

You can control the access to the document of the person you are sharing with in various ways:

  • 'Expiration date' can be filled to restrict how long someone has access to your document
  • 'Hide draft' can be used to hide the preview pane on the right of your document, meaning that the other party can only see the questions rather than the entire document
  • 'Enable inline editor' allows the recipient to change the text of the base document directly

Note: if changes are made directly, we cannot guarantee the effectiveness of the document.

Once these options are set, on the next window you will be prompted to write a message to include to the invited party with the link to the document and password. You can then send an email via our system using 'Click to email details to invitee'.

If you select the 'Sharing' link on the document in question, the window that opens will display everyone with access to the document.

Go to the 'Sharing' link that you first used to give the other party access to the document, where you can see all the people you have given access to. Click the email address of the person you want to remove, then select 'Edit expiry date'. From there you can stop someone's access by selecting 'Revoke access'.

In 'My documents' go to the document you shared and select 'History'. This will show all changes to the document. If you shared the document with a third party and they have saved any changes, their email address will appear next to the version of the document that they saved. You can see the exact changes they have made by comparing the version they have edited to the previous version.

You can set the duration of a share to expire on any date you want, so the third party can have access to it as long as you want them to. You can also change the duration at any point (including after it has expired) and cancel access at any stage.

This site lets you create a range of legal documents by answering our simple questionnaires. For more information on how we do this, see our 'How it works' page.

There is no form for us to post to you because the online questionnaire records all the information you would put in a blank form while also drafting the document with the correct clauses and wording in 'real time'.

We understand people like to see what they are doing as they go along, so you will see a preview of your document being drafted. You answer questions on the left-hand side of the screen, and the document is drafted on the right, so you can see when you type in an answer how that affects your document.

The system is really easy to use and if you get stuck, there is a customer support team that can help answer any questions you may have. Just visit the 'Contact us' page to get in touch.

Note that the support team cannot give legal advice or legal guidance, they provide technical assistance only.

Our service provides a 'Business health-check' that can suggest documents you may need for your business based upon your answers to a few questions.

There is also a 'site search' that will suggest articles and documents based upon some key words you have searched for.

Please note: our Customer Services team cannot advise you on which document to use or any other legal matter.

The 'Contact us' page has various contact methods listed that you can use to contact us.

While we can resend some emails (you can request this by contacting our Customer Services Team), most of the emails sent to you can be seen by visiting the 'Correspondence' page.

Note: This will not include password reset emails.

Yes, you can create folders on the 'My documents' page and drag the documents into them to organise them. You can then access all the documents in the folder by selecting it from the navigation table on the left side.

Note: due to device limitations, you won't be able to drag documents on mobile devices but there will be a 'folders' link that you can use instead.

Many of our documents include detailed 'Guidance notes', that answer many questions that are usually asked about the document. You can access these 'Guidance notes' either from the 'Guidance note' tab when you have the document open, or from a link associated with the document in the 'My documents' page.

Yes: We provide an in-depth 'Law guide' free of charge on the site that is constantly kept up to date with changes in the law and covers a variety of topics. This should be your first choice when looking for more information on a specific legal topic and can be found either in the main navigation or by running a search on the site. If you want more information about a specific document, the Guidance notes associated with that document should also prove useful.

Please note: our Customer Services cannot advise you on which document to use or any other legal matter.

Making a legal document on our site is easy, just follow the simple steps shown on our 'How it Works' page.

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