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Help Center
Start here when something needs fixing.
Use this page to narrow down common OnloZap issues before escalating to support. The fastest fixes usually include the page URL, workspace name, exact action, and expected result.
Sign-in and workspace selection
If sign-in succeeds but you land somewhere unexpected, confirm which workspace and host you are using.
- Use your workspace email address.
- After login, select the workspace you intend to operate.
- Portal-only users should use the portal login instead of workspace login.
Billing checkout
Checkout issues are usually connected to plan selection, Stripe configuration, or workspace subscription state.
- Retry from the pricing page or subscription settings.
- Send support the plan name and the checkout step that failed.
- Do not send full payment card details by email.
Workspace setup
Company identity, user access, email sending, payments, portal branding, and security settings all affect client-facing workflows.
- Configure company and email settings before sending artifacts.
- Review access roles before inviting team members.
- Check portal settings before inviting clients.
OnloSign and documents
Agreement issues often come from missing signer details, document state, or portal access context.
- Confirm the document is sent to the intended signer.
- Check whether the signer used the latest link.
- Include the document route when contacting support.
Portal and chat
Client portal access is separate from workspace access, so troubleshooting should start with the client and portal route.
- Confirm the client contact has portal eligibility.
- Check whether the portal session belongs to the intended client.
- Include the portal route and client name in support requests.
Escalation checklist
If you need support, give us enough detail to reproduce the issue quickly.
- Page URL and workspace name.
- Expected result and actual result.
- Screenshots are useful, but never include passwords or secrets.
Next step
Still stuck?
Support can help faster when your message includes the route, workspace, affected client, and exact steps.