Concepts

CompleteLane has a small set of moving parts. If you can hold these in your head, everything else in the product makes sense.

An organization (or org) is your CompleteLane workspace. It owns your team members, your branding, every request you send, and every file your clients upload. Most CompleteLane customers run a single organization; agencies with separate practice areas sometimes run more than one.

A member is a person from your team who signs in to CompleteLane. Members come in three roles, ranked from most to least powerful:

• Owner — full access including billing and ownership transfer. Each org has exactly one owner.
• Admin — full access except for billing and ownership transfer.
• Member— can create and manage requests but can't edit org-level settings.

Single-user orgs (Starter tier) have just the owner — additional members are a Professional-tier feature.

A requestis one document collection job for one client. It bundles together the client's name and email, an optional due date, and a checklist of items you want them to send.

Requests have a status: draft (you're still composing it), active (you've sent it and you're waiting on the client), completed (every item is approved or manually marked done), or canceled (you decided not to proceed).

Each itemon a checklist is a single thing you want from the client — "Driver's license", "W-2", "signed engagement letter". When a client uploads a file to an item, that file is an upload.

Uploads start as pending review. Your team approves or rejects them. If you reject, the client gets an email with your reason and can re-upload. If you approve every upload, the request closes itself.

You can also manually complete an item — marking it done without requiring an upload, useful when a client sends documents through another channel.

Your clients never sign up. They get a magic-link email with a unique URL that opens the portal— a page showing the checklist and an upload zone for each item. The link is unique to the request and is the client's only way in.

CompleteLane has four tiers — Starter, Professional, Premium, and Enterprise. Each tier raises caps (active requests, storage, team seats) and unlocks features like custom branding, custom email templates, and white-label portal/footer.

The full comparison lives on the Billing & plans page. Throughout the rest of these docs, tier-gated features are marked with a small pill (for example, Pro+) so you know what plan unlocks them.