Clickdocs Help Desk

Frequently Asked Questions

Scroll down through questions below, then click on the question to go straight to the answer.

Products and Technology

• How do I find a particular document?
• In which countries can Clickdocs documents be used?
• How do I know if it's the right document for me?
• Why can't I view the sample document?
• Why does the sample document have a red line through it?
• In what format are Clickdocs documents provided?
• What's the difference between a Microsoft Word template and a "normal" Word document?
• Which document version should I choose?
• How many copies should I order?
• How can I tell which version of Microsoft Word I have?
• Can I still use Clickdocs documents even if I don't have Microsoft Word?
• I'm not very good with computers. Will I be able to use a Clickdocs document?
• How many times can I use my Clickdocs document?
• Can I edit my Clickdocs document?
• How do I use my Clickdocs document?
• Can I try before I buy?
• What's a PDF file?
• What's a Professional Use licence?

Ordering and Paying

• What payment methods do you accept?
• How do I place an order?
• Why do you need my e-mail address?
• Can I pay over the telephone?
• Is your payment server secure?
• Why was my credit/debit card declined?

Despatch and Delivery

• How quickly will I receive my documents?
• How will you deliver my documents to me?
• Will you post a paper copy of my documents to me?
• Why haven't I received confirmation of my order?
• Why haven't I received the documents I ordered?
• How do I change my Hotmail Junk E-Mail Settings?

General Support Notes

• My subscription code doesn't work
• I've forgotten my password
• The Clickdocs delivery e-mail did not have any documents attached
• My e-mail program says that the Clickdocs attachment is unsafe or contains a virus
• I can't edit my template document
• The macros are disabled in my template document
• I can't change my Word Macro Security Level setting
• I'm being asked to provide a password in order to edit my template document
• I get a "Compile error in hidden module" error when using my template document
• The Clickdocs wizard doesn't appear when I try to install the template document
• I can't open the PDF (Adobe Acrobat) form you've sent me
• I think I've ordered the wrong version
• I need a VAT receipt
• You don't offer the document I'm looking for

Full text of answers below:

• How do I find a particular document?
  
  There are three ways to find a particular Clickdocs document: you can use the Legal Documents menu, on the left hand side of the screen, to browse through categories of documents. You can also use the A-Z Documents Index category on the menu to view a list of all documents in alphabetical order. Finally, you can use the Search Website facility, on the left hand side of the screen, to search on keywords and phrases. If you still can't find what you're looking for then please get in touch with us at at enquiry@clickdocs.co.uk and tell us your requirements. We're constantly expanding our document range and your feedback matters. Back to top.
  
  
• In which countries can Clickdocs documents be used?
  
  Clickdocs documents are for use in England, Wales and Scotland. Where possible we offer a single version but where the documents differ in legal content we offer two versions: one for England and Wales and another for Scotland. Back to top.
  
  
• How do I know if it's the right document for me?
  
  The purpose and general features of each document or document package are clearly described on our website. We also provide a read-only sample of most of our documents (without the Clickdocs wizard facility). The sample documents are available by clicking the highlighted link on the page where the document description is displayed.Please note, you need to have Adobe Acrobat Reader software installed to view the sample documents. Acrobat Reader is free and you can download it from Adobe. If, after having read the descriptive text and looked at the sample document, you're still not sure if the document meets your requirements then we would be happy to answer any questions you may have: just send us an e-mail and we'll reply promptly. Back to top.
  
  
• Why can't I view the sample document?
  
  YYou need to have Adobe Acrobat Reader software install on your computer in order to view the sample documents. Acrobat Reader is free and you can download it from Adobe. If you already have Acrobat Reader installed and nothing seems to happen when you click on the link to view the sample documents, then it may just be that the Acrobat Reader is taking a while to load on your computer. Depending on how fast your computer is and whether or not you already have Acrobat Reader loaded in memory, it can take quite a few seconds for the sample to appear. Back to top.
  
  
• Why does the sample document have a red line through it?
  
  The Clickdocs sample documents have a red line running down each page to discourage unauthorized copying. We've made sure that you can still view enough of the document to get a good idea of what it contains. Back to top.
  
  
• In what format are Clickdocs documents provided?
  
  Most Clickdocs documents are provided in one of two Microsoft Word formats. A small number of documents are provided as Adobe Acrobat (.pdf) files. All versions of a document contain the same legal content. We offer two Microsoft Word Formats: Word Template format (.dot) for Word 2000 and above on a Windows PC and Word Document format (.doc) for Word and Word-compatible software (eg Works, Wordpad, OpenOffice, Star Office, iWork, GoogleDocs) on an Apple or PC).  Back to top.
  
  
• What's the difference between a Microsoft Word template and a "normal" Word document?
  
  The Word Document version of our documents are "normal" Word documents i.e. they have a file suffix of .doc. This is the type of Microsoft Word document that most people are familiar with: you simply open the document in Word and type.
  
  The Word Template version of our documents are Word template files i.e. they have a file suffix of .dot and contain additional functionality in the form of a Clickdocs Wizard that guides you through the process of customizing your document. This format is particularly useful if you plan to use the document more than once.
  
  You can't edit Word Template documents like "normal" Word documents: they need to installed to a particular folder (we provide full instructions). Once installed, the Clickdocs Wizard will help guide you through the process of customizing your document. The Clickdocs Wizard will appear as a pop-up window, presenting you with fields to fill in, lists to select from and on-line help. Once you've provided all the required information the Clickdocs Wizard will automatically populate and format your document, based on the information you provided. If you want to edit the final document further then you can do so once the Clickdocs Wizard has been run. You can only use the Word Template version if you have Word 2000 (or later) running under Windows on a PC. Back to top.
  
  
• Which document version should I choose?
  
  If you are using an Apple (with Apple O/S) or don't have Microsoft Word (i.e. you might be using Microsoft Works or Wordpad, Open Office, Star Office, iWork, GoogleDocs or another word processor that can load standard Microsoft Word documents), or your version of Microsoft Word is earlier than Word 2000 (e.g. Word 97) then you should choose our Word Document version. If you're using Microsoft Word 2000 (or above) on a Windows PC then you can choose between using our Word Template or Word Document version. If you choose the Word Template version, then please be sure that you have Word 2000 (or later) installed on your PC. Back to top.
  
  
• How many copies should I order?
  
  Clickdocs documents can be used as many times as you like (subject to our terms and conditions), so you usually only need to order 1 copy. Back to top.
  
  
• How can I tell which version of Microsoft Word I have?
  
  If you're not sure which version of Word you have you can check by launching Word and then selecting "Help" from the menu followed by "About Microsoft Word". Back to top.
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• Can I still use Clickdocs documents even if I don't have Microsoft Word?
  
  Yes. You can use our Word Document version so long as you have word processing software that can read "normal" (.doc) Microsoft Word documents e.g. Microsoft Works or Wordpad, Star Office, Open Office, iWorks or GoogleDocs. Back to top.
  
  
• I'm not very good with computers. Will I be able to use a Clickdocs document?
  
  Yes. So long as you know the basics of how to use your word processing software you will be able to use the Word Document version of our documents. If you also know how to move and copy files and navigate around the Microsoft Word Menu Bar, then you know enough to install and use the Word Template version of our documents. Regardless of which document version you choose you will also need to know how to open an e-mail, locate and save document attachments. If you're not sure about document attachments then the "help" facility within your e-mail program should tell you all you need to know. Back to top.
  
  
• How many times can I use my Clickdocs document?
  
  You can use any Clickdocs document you purchase as many times as you like so long as you comply with our terms and conditions. In particular, you may not use our product as part of a service offered to a third party unless you have purchased a version of the document or package that explicitly allows you to do so e.g. the Professional Use version. Back to top.
  
  
• Can I edit my Clickdocs document?
  
  Yes. You may edit a document created using one of our Word Document or Word Template documents in any way you choose. PDF forms cannot be edited, although some allow you to electronically fill in you data before printing. Back to top.
  
  
• How do I use my Clickdocs document?
  
  To use our Word Document version you simply edit the document, using your word processing software, and overtype the red text in the document with your details e.g. overtype [COMPANY NAME] with the name of your company. Once you've finished editing, delete the guidance notes at the end of the document. Change any red text to black, save and then print. Back to top.
  
  To use our Word Template version you need to first install the template. It's not difficult and if you follow the instructions it should take less than 5 minutes. Once successfully installed you then open a new document using the template and the Clickdocs Wizard will automatically launch and prompt you to provide the necessary information. Back to top.
  
  To use PDF files you simply open the file using Acrobat Reader, fill in any editable/selectable fields and then print. Please note, you can't save changes to PDF files so you must make sure you print out your completed document. Not all PDF files have editable fields - some are formatted for printing and filling in by hand. Back to top.
  
  We send full instructions on how to use all Clickdocs document formats with every order. If you have lost or deleted the instructions then click here for an on-line, printer-friendly version. Back to top.
  
  
• Can I try before I buy?
  
  Yes. We offer a free property inventory document which allows you to experience the entire purchase and delivery process (apart from making payment). Click on one of the following links to add a copy of the free inventory document to your shopping basket. Choose the format of your Property Inventory: Word Template (.dot) or  Back to top.
  
  
• What's a PDF file?
  
  PDF file is a file with a .pdf file name suffix. These types of files can only be read by Adobe Acrobat. A small number of our documents are provided in this format. You need to have Adobe Acrobat Reader software install on your computer in order to view PDF files. Acrobat Reader is free and you can download it from Adobe. Back to top.
  
  
• What's a Professional Use licence?
  
  A Professional Use licence is an option that allows you to use a Clickdocs document in a professional capacity i.e. to produce documents for clients or customer to whom you are providing a service. Examples of profession use include letting agents using our tenancy agreement templates to produce tenancy agreement for their landlords or solicitors using our documents, in whole or part, as the basis of documents they draw up for their clients.
  
  Where we offer a document, package or subscription for Professional Use you will see a separate price in the 'How to Buy' section on the relevant product page. All documents, products or subscriptions not explicitly purchased for Professional Use are subject to our Standard Use terms. Please read our terms and conditions for full details of Professional Use and Standard Use of Clickdocs documents. Back to top.
  
  
• What payment methods do you accept?
  
  In conjunction with WorldPay we accept all major credit and debit cards. Back to top.
  
  
• How do I place an order?
  
  You can place your order using our website. You need to have cookies enabled on your browser to shop, so we can keep track of your shopping basket. You will see a warning message if you need to enable cookies. Simply select the documents you require from the How to Order section beneath the document description. Click the Proceed to Checkout button on the Shopping Cart page once you're ready to pay. Please make sure you select the correct jurisdiction and format. If you're not sure which document format is best for you, please refer to the relevant FAQs on this page. Back to top.
  
  
• Why do you need my e-mail address?
  
  Since our documents are delivered electronically we need your e-mail in order to deliver your order. Please make sure you enter your e-mail address correctly. Back to top.
  
  
• Can I pay over the telephone?
  
  No, we're sorry, but we don't accept payment details over the telephone. Please place your order using our website. Back to top.
  
  
• Is your payment server secure?
  
  Yes. WorldPay, one of the world's leading payment service providers take payment on our behalf using their fully secure servers. Clickdocs does not store your credit/debit card details. Back to top.
  
  
• Why was my credit/debit card declined?
  
  If your credit/debit card was declined and you're sure that your card has sufficient funds etc. then it may simply be that you have entered payment details that differ slightly than those held by your credit/debit card issuer e.g. your initials or postal address. In such cases, we recommend simply trying again, making sure you provide your details exactly as they appear on your regular credit/debit card statement. Back to top.
  
  
• How quickly will I receive my documents?
  
  In most cases you should receive your documents within minutes of paying for your order.
  
  If you provide a Hotmail email address then delivery of your documents may be delayed, especially for orders placed outside normal working hours.  This is because we need to manually send your order (rather than use our automatic email process) since anti-spam measures on Hotmail servers are prone to ignore certain types of automatically generated emails, including our delivery emails. For Hotmail email addresses you should expect to receive your documents from us the same day for orders placed during the working day or the following day if placed after normal working hours. Back to top.
  
• How will you deliver my documents to me?
  
  We will send your documents to you as e-mail attachments. On successful payment, you will receive a confirmation e-mail from WorldPay and a delivery e-mail from us containing instructions on how to install and use your documents, a VAT receipt and the documents themselves, as attachments. Back to top.
  
  
• Will you post a paper copy of my documents to me?
  
  No, we don't provide printed copies of our documents. Clickdocs documents are intended for use on a computer - you need to edit the documents using word processing software before they can be used. And unlike paper documents, Clickdocs documents can be used as many times as you like - because they are delivered electronically. Back to top.
  
  
• Why haven't I received confirmation of my order?
  
  If you haven't received a confirmation e-mail from Worldpay then one of the following is probably true:
  
  You haven't successfully paid for your order. You need to follow the payment process through to completion, until you are returned to the Clickdocs website and are presented with a message confirming successful payment of your order. If you think you have paid but still haven't received a confirmation e-mail, please get in touch and we will check the status of your order.
  
  The e-mail address you provided is incorrect. If you don't provide a valid e-mail address then you will not receive an e-mail confirming your order.
  
  You mailbox is full. If your mailbox is full, or nearly full, then you may not be able to receive any e-mails. Please check how much space you have free in your mailbox and, if necessary, free up some space.
  
  You have e-mail security settings or filters in place that block the e-mail. Certain e-mail server or client settings may stop you from receiving our confirmation e-mail e.g. if you set up your e-mail program to only accept e-mails from people in your contacts list, then you are unlikely to receive any e-mails from us.
  
  Your e-mail client may have decided that our e-mail is "spam." Check your spam folder to see if your anti-spam filter has incorrectly classified the confirmation e-mail as spam.
  
  Your e-mail provider or ISP is experiencing delays. Sometimes it just takes a bit longer for e-mails to arrive. This could be due to your ISP or e-mail provider experiencing an exceptionally heavy load or telecommunications difficulties. If you've noticed general Internet connectivity problems and/or you haven't received other e-mails that you are expecting, then this could be the reason why you haven't received a confirmation e-mail. Back to top.
  
  
• Why haven't I received the documents I ordered?
  
  If you have received an e-mail from Worldpay confirming your order, but have not received the delivery e-mail from Clickdocs with your documents, and more than an hour has passed since placing your order, then one of the following is probably true:
  
  The e-mail address you provided is incorrect. If you don't provide a valid e-mail address then we can't send your documents to you. Please double-check your e-mail address and if you've entered it incorrectly, send us an e-mail (so we will have a record of your correct e-mail address) asking us to re-send your order.
  
  You mailbox is full. If your mailbox is full, or nearly full, then you may not be able to receive our delivery e-mail. Most of our individual documents are around 2Kb in size and our document packages range from 300Kb up to 1.3Mb. Please check how much space you have free in your mailbox and, if necessary, free up some space and then send us an e-mail asking us to re-send your order.
  
  Your Hotmail e-mail account has deleted or filed our e-mail in your Junk E-Mail folder. Depending on your Junk E-Mail Settings, our delivery e-mail may have been delivered to your Junk E-Mail folder or automatically deleted.
  
  Please check that our e-mail is not in your Junk E-Mail folder. If it's not there then adjust your Hotmail Junk E-Mail Settings as follows, and then send us an e-mail asking us to re-send your order. First, set your Junk E-Mail Filter setting to 'Enhanced,' then set your Delete Junk E-Mail setting to 'Deliver to Junk E-Mail Folder...'
  
  You have e-mail security settings or filters in place that block the e-mail. Certain e-mail server or client settings may stop you from receiving the Clickdocs delivery e-mail e.g. if your e-mail program has been configured to refuse or discard e-mails with attachments, or attachments with executable code then you will not receive our delivery e-mail. If this is the case then please either change your settings, and send us an e-mail asking us to re-send your order, or provide an alternative e-mail address to which we can send your order.
  
  Your e-mail client or provider may have decided that our e-mail is "spam." Check your spam or Junk E-Mail folder to see if your anti-spam filter has incorrectly classified our e-mail as spam. This is particularly a problem with Hotmail. Please note, some e-mail providers such as Karoo will not download any e-mails it classes as spam to your computer - the only way you can see what is in your Junk E-Mail folder is to log into your e-mail account via the provider's web-based interface.
  
  Please note, some e-mail providers such as Karoo will not download any e-mails it classes as spam to your computer - the only way you can see what is in your Junk E-Mail folder is to log into your e-mail account via the provider's web-based interface.
  
  If the document you ordered is free, please just order the document again once you've resolved the underlying problem.
  
  Please quote your order number when contacting us. Back to top.
  
  
• How do I change my Hotmail Junk E-Mail Settings?
  
  If you're having trouble receiving your documents from us and you're using a Hotmail (or MSN) e-mail account, then please adjust your Hotmail Junk E-Mail Settings to ensure that our delivery e-mail is not blocked or automatically deleted. This is what you should do:
  
  
  1. Log into your Hotmail e-mail account.
  2. Click on the 'Options' link in the upper right of the Hotmail screen.
  3. Click on the 'Mail' button on the left hand side of the Hotmail screen.
  4. Click on the 'Junk E-Mail Protection' link.
  5. Click on the 'Junk E-Mail Filter' link.
  6. Choose the 'Enhanced' option and click 'OK' to save.
  7. Click on the 'Delete Junk E-Mail' link.
  8. Choose the 'Deliver to Junk E-Mail folder and delete later' option and click 'OK' to save
  
  If you're using Windows Live Mail then the process is the same, although some of the link and button names are slightly different.
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• My subscription code doesn't work
  
  A subscription gives you access to a group of documents for the subscription period. If, when viewing your order total at the shop checkout the relevant discount has not been applied, then one of the following is probably true:
  
  You haven't logged in before entering your subscription code. At the shop checkout page, you need to log in using the 'Login' button (at the top of the page) before entering your subscription code into the 'Discount Coupon' field (at the bottom of the page).
  
  You have selected one or more documents that are not included in your subscription. If you have documents in your shopping cart that are not part of your subscription then you will be charged accordingly. The documents included in your subscription are listed on the Clickdocs web page describing the relevant subscription product.
  
  Your subscription has expired. You can purchase another. Back to top.
  
  
  
• I've forgotten my password
  
  If you've forgotten your login password (or aren't sure if you have set one), click here and we will send you an email reminder.
  
  
• The Clickdocs delivery e-mail did not have any documents attached
  
  If you received the Clickdocs delivery e-mail but could not find the document attachments then your e-mail program or server has probably automatically removed the attachments.
  
  If you can, please change the relevant settings and then send us an e-mail asking us to re-send your order. If you can't change your settings then please send us an e-mail giving details of an alternative e-mail address to which we can send your order.
  
  If the document you ordered is free, please just order the document again once you've resolved the underlying problem.
  
  Please quote your order number when contacting us. Back to top.
  
  
• My e-mail program says that the Clickdocs attachment is unsafe or contains a virus
  
  Some e-mail programs classify the code within our Word Template documents as "unsafe" or as potential virus code. Please rest assured that our documents do not contain viruses nor will they perform any unsafe actions - they are stringently checked for viruses both during and after development.
  
  If you are using Microsoft Outlook or Outlook Express then you may find  Microsoft Knowledgebase a useful resource.
  
  To resolve, please change your settings. If you still can't access your documents the send us an e-mail asking us to re-send your order, or provide an alternative e-mail address to which we can send your order.
  
  If the document you ordered is free, please just order the document again once you've resolved the underlying problem.
  
  As always, please stay security-aware and use your anti-virus software to check any documents or attachments you receive by e-mail. Back to top.
  
  
• I can't edit my template document
  
  The key thing to remember with Clickdocs templates is that you don't edit them directly - you use them as the basis for creating a new document. If you have purchased a Clickdocs document in Word Template format then you need to follow the instructions for installation and use sent with our deliver e-mail. If you have lost or deleted the instructions then click here for an on-line, printer-friendly version. Back to top.
  
  
• The macros are disabled in my template document
  
  If you are using a Clickdocs Word Template and you see a message along the lines of "Macros are disabled in this project" and/or your template document opens with the following message visible: "If you can see this text the macros within this Clickdocs template have been disabled." then you have not successfully installed your template. Please follow the instructions for installation and use sent with our delivery e-mail. If you have lost or deleted the instructions then click here for an on-line, printer-friendly version. Back to top.
  
  
• I can't change my Word Macro Security Level setting
  
  In order to install a Clickdocs Word Template you may need to change your Macro Security Level setting (as per the instructions for installation sent with your order). If you have lost or deleted the instructions then click here for an on-line, printer-friendly version. If the relevant menu option for changing Macro Security settings has been disabled or removed on your PC, then you may not be able to successfully install the template. If this is the case then you need the Word Document version. Please contact us to arrange for a replacement document.
  
  Please be sure to quote your order number when contacting us. Back to top.
  
  
• I'm being asked to provide a password in order to edit my template document
  
  You do not need a password to use a Clickdocs template. The key thing to remember with Clickdocs templates is that you don't edit them directly - you use them as the basis for creating a new document. If you have purchased a Clickdocs document in Word Template format then you need to follow the instructions for installation and use sent with our delivery e-mail.
  
  You can edit a document created using a Clickdocs document in Word Template format in any way you choose, but you cannot edit the template itself. If you have lost or deleted the instructions then click here for an on-line, printer-friendly version.
  
  If you are using an Apple computer, then you have ordered the wrong version: the Clickdocs Word Template version is not compatible with Apple computers. You need the Word Document version. Please contact us to arrange for a replacement document. Please be sure to quote your order number when contacting us. Back to top.
  
  
• I get a "Compile error in hidden module" error when using my template document
  
  This error can occur if you purchased the Word Template version but are using Word on an Apple computer or are using Word 97 on a PC. You need the Word Document version. Please contact us to arrange for a replacement document. Please be sure to quote your order number when contacting us. Back to top.
  
  
  
• The Clickdocs wizard doesn't appear when I try to install the template document
  
  If the Clickdocs wizard does not appear when you launch the template then one of the following is probably true:
  
  Your Macro Security Level setting is set to "High." If you try to run a Clickdocs Word Template document outside of your Word Personal Templates folder, with Macro Security Level set to "High" then the Clickdocs wizard cannot run. Please refer to the instructions for installation and use sent with your document. If you have lost or deleted the instructions then click here for an on-line, printer-friendly version.
  
  You have a security policy or anti-virus software in place which prohibits macros running. Some organizations implement security policies that stop computers running macros, regardless of the Macro Security Level setting. Some anti-virus software packages will automatically block macros from running and it can be tricky to figure out what settings to change to allow them to run. If you think this affects you then please get in touch with us to arrange for a replacement copy of your document in Word Document format, which will work.
  
  When prompted whether or not to allow macros to run, you clicked the "Disable Macros" button. You need to click the "Enable Macros" button to allow the Clickdocs wizard to run. Close the document and try again. Back to top.
  
  
• I can't open the PDF (Adobe Acrobat) form you've sent me
  
  If you are trying to open a PDF document and getting an error message that says something along the lines of "file is corrupt" then you should update your version of Adobe Acrobat Reader to the latest version and try again.  If you have multiple versions of Acrobat Reader installed then please ensure you are using the most up-to-date when opening the form.
  
  If you are getting an error message that says something like "file not recognised" then you may be attempting to open the PDF using an application other than Adobe Acrobat Reader.  If you're not sure what application is launched when you click on a PDF file then one way of making sure you are using Acrobat Reader is to a) launch Acrobat Reader first (either from your desktop or start menu) and then b) open the PDF file from within Acrobat Reader. Back to top.
  
  
• I think I've ordered the wrong version
  
  If you think you've ordered the wrong version for your computer, please get in touch with us to discuss your requirements. Please be sure to quote your order number when contacting us. Back to top.
  
  
• I need a VAT receipt
  
  A VAT invoice is included within the body of our delivery e-mail. You can also view details of all your purchases and print another receipt by visiting the My Account section of the Clickdocs website. Back to top.
  
  
• You don't offer the document I'm looking for
  
  We offer a wide range of commonly used legal documents. If there are documents that you would like us to add to our range, please get in touch at enquiry@clickdocs.co.uk.  Back to top.