Troubleshooting Tips

Troubleshooting Tips

Please identify a topic below to address your concern:

Sending Mail

1. The CaseMail Wizard will not accept my PDF document.
Resolution: This problem often occurs when a user attempts to upload a PDF with the incorrect page size. The correct page size for all PDF documents is 8.5 x 11. In some cases it may appear as though all of the documents are the standard size but in fact one or more pages are not the standard size. This may occur with scanned documents.

2. The CaseMail Wizard will not accept my address.
Resolution: Please ensure that the mailing address you entered follows the standard mailing address format found in the USPS' master database. Some common mistakes may be leaving out directional information such as NW, SW or an apartment number or suite number.

3. There are no mail options available in the CaseMail Wizard.
Resolution: This problem may be fixed by checking your subscription status. If your subscription recently expired you may encounter this issue. Please contact Support right away if the problem persists.

4. I see an error message in the CaseMail Wizard when I click "Verify & Save" for the recipient's address.
Resolution: It's possible that your error message is associated with the page count of your document. Please adhere to page limit guidelines when mailing your document. Our page limit guidelines article can be found here.

5. I am receiving an error message that my documents are not 8.5 x 11 but I am certain that they are.
Resolution: This error may occur when servers are overloaded. Please contact Support right away.

6. I forgot to include a document with my order.
Resolution: Please cancel the mailing in question and create a new order with the missing document. We cannot attach a document to a mailing after it has been ordered, therefore a new order must be created. You can find our mail cancellation article here.

Certificates

1. My Certificate of Delivery is still not showing.
Resolution: If your delivery is taking longer than expected please click on "Tracking" to receive an update from the USPS. Please note that once a mailing is in possession of the USPS we are relying on them to scan and update the status of the mailing. In rare cases you may see a prolonged status update on the USPS' website such as "In Transit-Arriving Late". If this status or something similar stays the same for an extended period of time please reach out to us to discuss re-sending options.

2. My mailing was delivered but there is no Certificate of Delivery attached to my document and the status has not been updated.
Resolution: Please contact Support right away. We will manually update your status and generate a certificate.

3. When I click on a Certificate for my mailing I am asked to provide a username and password.
Resolution: You may be experiencing a "timeout" issue. Please ensure that your browser has not been idle. Try logging in again and attempt to view your Certificates. If the issue persists please contact Support.

4. Why is there no delivery information for my First Class mailing?
Resolution: First Class mail is tracked to the point that USPS acknowledges receipt of the mailing. Only Certified Mail and Priority Mail are tracked to the point of delivery.

Clio Integration

1. I am having trouble accessing my Clio address book in CaseMail.
Resolution: Please reconnect to Clio and try again. If the issue persists please contact Support.

2. I recently added a new client to CaseMail. Why aren't they showing up in my Clio Contacts?
Resolution: The Clio integration system is designed to be one-way. Clio Contacts are pulled by CaseMail when clicking on the "Clio address book", but not the other way around. Clients added only in CaseMail will not automatically be added to Clio.

Adding Credits

When I attempt to add credits to my account the page keeps loading.
Resolution: Please try a different browser, if the issue persists contact Support.
*Note: The Chrome browser is not ideal for using the CaseMail app.

Transferring Credits

When I attempt to transfer funds from my personal account to my company account the page says "Wait" and then nothing happens. The funds do not transfer to my company account.
Resolution: Please perform a hard refresh on the transactions page. If using a PC press Ctrl+F5 while on the transactions page. If using a Mac press Command+R. If the issue persists please contact Support.

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