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Frequently Asked Questions

Registration and logins

How do I register?

Select the registration option from the main navigation menu and fill in the registration form.

I have forgotten my username. What do I do?

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.

I have forgotten my password. Can you help?

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.

Payments and purchases

How can I request a refund for a service I have purchased?

If you are in any way dissatisfied with a document that was created or service that has been provided on this site, you can get in contact with us via the 'Contact us' page, and we will refund your money. The full amount paid will be refunded to the original source of payment.

Where can I find my purchased documents?

Any previously started purchased documents can be found on your 'My Documents' page after logging in. Any unstarted documents can be found by going to the 'My Documents' page and selecting 'Start document'.

How long will I have access to purchased documents?

You can access your documents for as long as your account is active. Your account will remain active as long as the service is still being offered and your account has not been disabled (either at your request or due to a breach of our terms of use). If for any reason you lose access to your account, you can contact us via our 'Contact us' page.

Where can I find the invoice for my purchase?

The invoice will be sent to you via the email address associated with the account. If you cannot find the invoice in your email inbox, it can also be found on the 'My Templates' page next to the order in question. There is also a record of all emails sent, including attachments on the 'Correspondence' page. If you're unable to find the invoice, contact us via our 'Contact us' page and our team will be able to resend the invoice.

What cards can I use for payment?

The cards we support are: Visa, Mastercard, American Express, China UnionPay (CUP), Discover & Diners, Japan Credit Bureau (JCB).

My Documents

I have lots of the same type of document, how can I tell which one is which?

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.

How do I delete a document?

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.

How do I print my document?

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.

Can you post me the finished document?

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

I have made some changes to my document by mistake, is there any way to get rid of them?

Yes, you can update the answers in your document at any time 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.

Why is my document being downloaded with 'Draft' written across it?

The 'Draft' watermark shows that the document is not ready to download. This could be because it has not yet been purchased. If you think you should be able to download a version of your document ready for signing, please Contact us.

What is sharing?

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

How do I share a document?

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'.

Can I see who has access to a document?

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

What if I change my mind and don't want someone to change my 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'.

How can I see if someone has changed my document?

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.

How long can I share my document for?

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.


What does this site do?

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.

Can you post me a blank form for me to fill in?

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.

How can I get in touch regarding an issue?

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

I have deleted an email that you have sent it, can you resend it?

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.

Can I organise My Documents?

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.

Are there document-specific FAQs?

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.

I need more information about an area of law, can you help?

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.

How can I make a legal document on the site?

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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