Next best steps: tips for re-uploading documents 

Due to a technical error, some documents uploaded before February 15th may not be available for you and your clients to download or share. We are doing everything within our power to make your documents available to you and we assure you no documents were leaked or exposed to any 3rd party. 

 

What next?

In this article, we’ve gathered tips and recommendations for re-uploading your impacted documents that you may need access to now.

 

Identifying which documents have been impacted

We recommend starting by identifying which documents have been impacted. Activity records for impacted documents will still appear in your document list and in the conversation tab, but will not be available for downloading or sharing. 

When trying to view an impacted document, you will see this error message:

Re-uploading and replacing impacted documents 

To replace an impacted document without creating a duplicate, you can select the impacted document you wish to replace, and use the “Replace File” button found on the error message. When re-uploading this way, the new re-uploaded document will automatically replace the previous version across all conversations. 

 

Steps receive a list of the impacted documents on your account
If you need a full list of impacted documents, please submit a ticket by using this link.

 

Locating documents that might be saved locally 

Since vcita currently does not support document preview, it’s likely that you have downloaded many of your documents to your computer or mobile phone. We recommend checking the ‘Downloads’ folder on all devices you use vcita on and searching for documents you wish to re-upload.

Make sure to check your impacted documents report (see above for steps to download) to see when each document was downloaded. This should help you locate your documents in the ‘Downloads’ file on your devices.

Understanding the list impacted documents CSV File you receive from support
The impacted document file name is located in column "C"
If you see a "Yes" in column "F" the document was originally uploaded by the client.
If you see a "Yes" in column "F" AND "Date" in Column "G" then this means that on that date, you or a team member of your business downloaded the document to one of your devices.

 

Asking your clients to re-upload their shared documents 

In case you are unable to locate downloaded copies of documents uploaded by clients, you may choose to ask clients to re-upload them to the app. 

We understand that this can be an uncomfortable situation for you and your client.

If the document was uploaded by your client and you cannot locate this file, you have the option to click on "Send request" once you have clicked on the impacted document. See image below:

 

This opens an email that you can personalize when sending a request to your client. In this email, they receive a link directly to the file so that they are easily able to re-upload the document without creating a duplicate.

 

 

Below is a polite message template you can consider using when reaching out to clients on this matter:

 

Dear <Insert client name>,

Due to a technical issue, I currently cannot access this document < inset document name>. I’d appreciate it if you could kindly re-upload this document using the link provided.

Sorry for the inconvenience and thank you for your understanding.

Best,

<Insert your name>

 

Our support team is at your service 

Our team stands ready to support you through this process and is happy to assist you by re-uploading any impacted documents to vcita on your behalf. 

 

To request the team’s assistance with re-uploading impacted documents, please submit a ticket by using this link.

 

On behalf of all of us at vcita, we apologize for any frustration or negative impact this incident may have had on your business. 

vcita is committed to supporting your business, now and always. For further assistance please don’t hesitate to reach out.