Additional Resources

TABLE OF CONTENTS

• Formstack Portal FAQ
• Developer Resources
• Labs/AI Feature Toggles
• Account Limits for Formstack Sign
• How to Prevent a Free Forms Account from being Automatically Deleted

Formstack Customer Portal FAQ

Formstack Portal FAQ

Please note, this is a beta program and participation is currently by invitation. If you have questions, please reach out via our contact form! 

What is the Customer Portal Beta?

The Customer Portal Beta is a more personalized Help Center experience that allows you to view and manage your support and billing cases, participate in sharing if articles helped answer your questions, and enjoy new features that we will be rolling out to the Customer Portal. We are releasing the current version of the Customer Portal in beta so that we can get your input about how we can design it to suit your needs.

The V1 of the Customer Portal Beta restores functionality previously available to customers before Formstack changes its case management platform to Salesforce in December 2021.

Who has access to the Customer Portal Beta?

Currently, we have invited a select number of customer and partner accounts to participate. We have invited all contacts listed on the organization’s Salesforce record (managed internally at Formstack).

Do I have to use the Customer Portal Beta? Will I still get email notifications about my cases?

We want you to love the Customer Portal Beta experience and encourage you to use it and give us feedback for future updates. However, you will still have the same experience of receiving updates and being able to respond to cases via email.

The comment section of your case, within the Customer Portal Beta, is a duplication of the experience you’re having in your email, only it is centralized and easier to follow.

When working on a case with a Formstack Team member, you can use either the email responses, the Customer Portal Beta, or a mix of either to get help from our team. 

When I view My Cases I don't see all of the cases I've submitted. Where are they?

Currently, when you’re logged in, you can only see cases where the email address you’re logged in as is assigned to be the customer-owner of the case. 

Cases you may have been cc’d on by your colleagues or end-users may not appear in these areas for you but are still available in your email inbox. 

What does my case status mean?

The status column of your case indicates the progress of a case to being solved. Statuses include: 

• Open: The case is awaiting a response from a member of the Formstack team. 
• Pending: The Formstack team has reached back out to you and needs your reply to take the next steps.
• On-hold: The Formstack team has placed the case on a temporary internal hold status while under further review. (Formstack will explain the reason for the hold status prior to moving the case to this status.)
• Closed: The case is solved and no further action is needed.
• Note: If you respond to a closed case, this case will move back to Open status. The best practice is to open a new case when applicable. 

Developer Resources

Formstack's Developer Central site can provide you with all the resources you'll need to create services that rely on the Formstack platform.

3rd Party Formstack Expert Partners

Are you looking for consultation or help building out your use case(s)? Team up with third party Certified Formstack experts to bring your custom projects to life.

Rest API

The Formstack API allows users and 3rd party applications to access Formstack resources programmatically. This API conforms to REST principles.

WebHooks

WebHooks allow you to get HTTP POST notifications when a Formstack form is submitted. Push submitted data to other services or custom scripts.

Labs/AI Feature Toggles

Interested in checking out one of our new optional features (Such as Docs template creation with AI). Formstack makes it easy for Org Admins to toggle these features.

Please note: Only Org Admins can enable these optional features.

To get started, login to the admin site and navigate to the Account Settings tab on the left. On this page, you'll see a section for optional features that you can enable across your account. 

Account Limits for Formstack Sign

Formstack Sign Plans have different limits you should be aware of. These include limits on how many users & features are available to you. This support resource will explain how each limit works and how to resolve each one. To get a quick snapshot of your account status, visit this Status page on your Admin account.(Please note that you’ll require admin access to view this info) 

Users

Each account entitles you to a certain number of users. Users can build, manage, and update templates or documents as needed. 

Once you hit the user limit you will not be able to add more users to your account.

How to Resolve:

• Upgrade to the next plan level to increase the number of users

• Remove inactive users to make more room 

• Certain plans will have the ability to purchase users on an a la carte basis. Please contact your sales representative  for more details.

Features

Each account plan will come with a different set of features, whether that's access to SMS/text signing on documents, reusable forms or something more advanced like api or single sign on access - simply upgrade to the plan that suits your needs or feel free to get in contact  with our sales group to discuss which plan would work best for yourself.  

Commonly asked questions

Can I bulk send?

Not as a standalone product, but in conjunction with Formstack Documents


Can I change the date output? 

Not at this time, it's UTC FOREVAA


Can I add any other information via radiobutton/checkbox? 

No, They are single or multi-select and their purpose is as an overlay for information that is already present on your template. Please adjust your template before uploading to add in the options for radio buttons and checkboxes. Alternatively, you can use our Formstack Forms  to Documentss to Sign as a workflow. For more information, we’d recommend getting in touch with a sales representative.  


Does Formstack Sign support different size documents? 

Currently Formstack Sign supports 8.5" x 11" only 

What if I'm on an individual or different product plan? 
 

This page detailed how to resolve and navigate account limits that are specific to our Formstack Sign Plans, but if you’re on an individual or different product plan, you can check out the articles below for similar steps on understanding your account limits. 

How to Prevent a Free Forms Account from being Automatically Deleted

In accordance with our data retention policy, we delete all unused Forms accounts on standalone free plans after a year of inactivity. This article will take you through the steps on how to prevent the account from being deleted.

Please note: A free Forms plan is an account status that takes place after an account has either been cancelled or has let a free trial expire. 

Thirty days prior to the one year mark of an account not having any activity, a sequence of emails will be sent out asking to take action on your free Forms account if you'd like to keep the account active.
 

To prevent an free Forms account from being deleted, you just need to login to the Admin Panel.