Help Center
Find answers to common questions and get help with HelioSign
Frequently Asked Questions
Getting Started
How do I create my first document for signing?
Upload your document in the dashboard, add recipients and signature fields, then send for signing. Our step-by-step wizard guides you through the process.
What file formats are supported?
HelioSign supports PDF, Word (.docx), Excel (.xlsx), PowerPoint (.pptx), and most common image formats. Files are automatically converted to PDF for signing.
How do recipients sign documents?
Recipients receive an email with a secure link to sign. No account required - they can sign directly in their browser on any device.
Account & Billing
How do I upgrade my plan?
Go to Settings > Billing in your dashboard to view and upgrade your plan. Changes take effect immediately with prorated billing.
Can I cancel my subscription anytime?
Yes, you can cancel anytime from your billing settings. Your plan remains active until the end of your billing period.
Do you offer refunds?
We offer a 30-day money-back guarantee for annual plans. Monthly plans are non-refundable but can be canceled anytime.
Security & Compliance
Is HelioSign secure?
Yes, we use 256-bit encryption, are SOC 2 Type II certified, and comply with GDPR, HIPAA, and other major regulations.
Are electronic signatures legally binding?
Yes, electronic signatures created with HelioSign are legally binding in most countries under laws like eIDAS (EU) and ESIGN Act (US).
How long are documents stored?
Signed documents are stored securely for the lifetime of your account. Enterprise customers can request longer retention periods.
Troubleshooting
Why can't I access my document?
Check that you're using the correct email and that the document hasn't expired. Contact support if you continue having issues.
The signature field isn't working properly
Try refreshing the page or using a different browser. Ensure JavaScript is enabled and you're using a supported browser.
How do I resend a document?
In your dashboard, find the document and click 'Resend'. You can customize the message and add reminders.