Question 1

How do I send my first document request?

Accepted Answer

Click "New request" in your dashboard. Pick or build a checklist, enter your client's email, and CompleteLane will send the magic link automatically.

Question 2

Do my clients need to sign up?

Accepted Answer

No. Clients click the magic link in the email and upload directly. No account, no password.

Question 3

Can I customize the email my client receives?

Accepted Answer

Yes. Under Settings → Branding, you can set the sender name, reply-to, and customize the email body. Logo and brand color appear automatically once uploaded.

Question 4

How does the free trial work?

Accepted Answer

Every plan includes a 14-day free trial with full feature access. No credit card required to start. You can cancel anytime during or after the trial.

Question 5

What happens when I hit my plan limit?

Accepted Answer

You'll receive a notification when approaching your monthly request cap. Existing requests continue to work; you can upgrade your plan at any time.

Question 6

Where are my files stored?

Accepted Answer

Files are stored in encrypted cloud storage and encrypted in transit. Direct-to-cloud uploads mean files are not proxied through CompleteLane's servers.

Question 7

Is CompleteLane infrastructure SOC 2 audited?

Accepted Answer

CompleteLane is hosted on SOC 2 Type II audited infrastructure providers. A CompleteLane-specific SOC 2 Type II attestation is on our security roadmap.

Question 8

Do you keep an audit log?

Accepted Answer

Yes. Owners and admins can view and export a 12-month log of authentication events, file uploads, file downloads, access changes, and configuration changes from the in-app settings page (Settings → Audit log).

Question 9

How long do you keep my data after I cancel?

Accepted Answer

When your subscription ends — by cancellation, non-payment, or trial expiry — your account data is automatically deleted within 60 days. You can request immediate deletion at any time, and we complete it within 30 days. Some data may be retained longer where required by law.

Question 10

My client says the link expired — what now?

Accepted Answer

Magic links expire after 30 days by default. Open the request in your dashboard and click "Resend" — the system generates a fresh link automatically.

Question 11

Can I retract a request after sending?

Accepted Answer

Yes. Click "Cancel request" in the dashboard. The link becomes invalid immediately and the client receives no further reminders.

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