FAQs
Quick answers to the most common questions about FileOnion. Click a question to expand it; each answer links to the full guide.
Getting started
What is FileOnion?
FileOnion is a secure document-collection platform for professional firms. You create a request listing the documents you need, your client uploads them through a no-login portal, and you review, approve, and organize everything in one place. Start with the Getting Started guide.
Do my clients need a FileOnion account?
No. Clients receive a branded email or text message with a magic link that opens a secure upload portal — no account, no password. They can also be sent a secure magic link that asks for a one-time verification code for extra protection. See the Client Portal guide.
How long does the free trial last?
The free trial lasts 15 days and requires no credit card. You pick a plan during onboarding and can change it at any time; after the trial you subscribe to keep using FileOnion. See Billing.
What is the Template Library?
A library of ready-made document request templates organized by industry — Immigration, Tax & Accounting, Mortgage & Real Estate, Legal, and HR & Onboarding — combining FileOnion-curated templates (verified badge) and templates published by other firms. Preview any template and click Use template to import it for your firm in one click. See the Template Library guide.
How does the AI Request Builder work?
Open a new request and describe the matter in plain language — for example, "marriage-based green card case." The AI recommends a scoped set of documents with per-document checklists and drafts the request title, and everything drops into the form for you to edit before anything is sent. It runs on Claude via Amazon Bedrock. See the AI Request Builder guide.
Can I use FileOnion on my phone or from multiple devices?
Yes. FileOnion runs in the browser and is optimized for both desktop and mobile, so you can sign in from any device with internet access. Your clients' upload portal works the same way on their phones.
Account & billing
Which plan is right for me?
Personal suits individuals and small practices (up to 5 seats, 15 GB storage). Professional adds the REST API, automation integrations, custom branding, audit logs, teams and sharing, and community template publishing (up to 25 seats, 1 TB). Enterprise adds SSO and custom roles with custom pricing (up to 100 seats, unlimited storage). See Billing for the full comparison.
How much does FileOnion cost?
Personal is $24.99 per user/month ($19.99 per user/month billed annually). Professional is $34.99 per user/month ($29.99 per user/month billed annually). Enterprise pricing is custom — contact sales. There are no setup fees or long-term commitments.
How much is it to add another person to my account?
Pricing is per active user, so adding a teammate adds one seat at your plan's per-user rate (monthly or annual, whichever you chose). See Billing.
What payment methods are accepted?
Billing is handled by Stripe and accepts major credit and debit cards. Enterprise customers can arrange invoicing with sales.
Can I cancel my subscription at any time?
Yes. Your subscription stays active until the end of the current billing term and you are not charged again after it expires. Refunds are not provided for early cancellation. See Billing.
What are the storage and upload limits?
Storage is 15 GB on Personal, 1 TB on Professional, and unlimited on Enterprise. The maximum single-file upload size is 100 MB on Personal and 1 GB on Professional and Enterprise. Your current usage is visible under Organization → Usage.
Team management
How do I invite teammates?
Go to Organization → Users, click Invite User, and enter their email and role. They receive an email link, accept, and join your workspace with that role. See Team Members & Roles.
What roles are available?
Five built-in roles: Owner (full control, including billing), Admin (full management except billing), Member (uploads, comments, creates requests), Guest (read-only team user), and Client (external, portal-only). The full permission matrix is in Team Members & Roles.
Can I create custom roles?
On the Enterprise plan, yes — Organization Settings → Roles lets you tune the permissions of built-in roles and create custom roles with exactly the permissions you need. See Team Members & Roles.
Can I bulk-import users or export my data?
Professional and Enterprise plans include Bulk Import on Organization → Users for adding many members at once, and data export for compliance (GDPR) needs on Organization → Overview. See Team Members & Roles.
Security & privacy
How secure is my data?
Your data is encrypted in transit and at rest, and access is controlled per organization, per role, and — on Professional and Enterprise — per request through visibility rules. See the Security guide for details.
Do you support SSO and MFA?
SAML 2.0 single sign-on works with any compatible identity provider (Okta, Azure AD, Google Workspace, OneLogin, and others) on the Enterprise plan. Every user, on every plan, can protect their account with authenticator-app MFA from their own security settings. See Security and Settings & Preferences.
Are there audit logs?
Yes — Professional and Enterprise organizations get an Audit Log tab under Organization settings showing who did what and when. See Security.
What should I do if I suspect unauthorized access to my account?
Change your password immediately from Settings → Account, enroll in MFA if you have not already, and contact support@fileonion.com so we can investigate. See Security.
What if I forget my password?
Click Forgot Password? on the sign-in page, enter your email, and follow the instructions in the reset email. See Login.
API & integrations
Does FileOnion have an API?
Yes. Professional and Enterprise plans include the REST API with API keys, managed under Settings → Integrations. See the API guide.
Can I connect Zapier, Make, or n8n?
Yes — automation integrations are included on Professional and Enterprise plans, alongside webhooks for event-driven workflows. See Integrations.
What other integrations are available?
You can connect Google, Dropbox, Box, Zapier, and Docketwise from Settings → Integrations — for example, syncing collected files to Dropbox. See Integrations.
Workflows & requests
What are workflow stages and the Kanban board?
Every request moves through stages — by default New, Client Open, Files Uploaded, Needs Review, and Approved — and the Kanban board shows your requests as cards in stage columns so you can see your whole pipeline at a glance. See Workflows and Kanban Board.
Can I customize the workflow stages?
Only Owners and Admins configure workflows. Every plan includes the default kanban workflow with renameable stages; Professional and Enterprise can add, reorder, and delete stages and attach automated actions such as emails, assignments, and webhooks. See Workflows.
How do client reminders work?
Turn on Reminders in the request composer and pick a frequency; FileOnion automatically emails the client on that schedule until the request is fulfilled. You can also resend a request manually at any time. See Requests.
What do the request statuses mean?
The default pipeline is Sent → Read → Partial → Needs review → Approved → Closed, with Expired for requests that pass their expiry date. Statuses update automatically as your client opens the request and uploads files. See Requests.
Which files get AI summaries?
Uploads in common image formats (JPEG, PNG, WebP, GIF, BMP, TIFF) and PDF can be automatically summarized and classified to speed up review. See Requests.
Troubleshooting
My client says they never received the request email
Ask them to check spam, then resend from the request list menu (Resend Request or Resend Secure Link). Double-check the client's email address on their record in Clients. More steps are in Troubleshooting.
What should I do if an upload fails?
Check the internet connection and make sure the file is within your plan's size limit (100 MB on Personal, 1 GB on Professional and Enterprise). If the problem persists, contact support. See Troubleshooting.
How quickly does support respond?
You can email support@fileonion.com 24/7 or use the in-app Support center. The first-response target is 2 business hours for Normal and High priority requests; Urgent requests on the Enterprise plan are routed to a 24/7 on-call rotation.
Where can I see the current service status?
The status indicator in the in-app Support center reflects live system health, and status.fileonion.com has incident history and component-level detail with email or RSS subscriptions.
Can I export a transcript of my support requests?
Yes — from the My support requests table in the Support center, open any ticket and choose Export conversation to download a PDF or plain-text copy for audit or compliance records.