Frequently asked questions

Only if your space allows it. By default, a space is set to Notify only: nothing is deleted, and a summary tells you every Monday what has expired or soon will. You decide what to delete, for example from the Deadlines page.

With Notify and move to trash automatically, expired documents move to the trash, where you can restore them for 30 days; expired information received is permanently deleted. Only the owner and administrators make this choice, in the space’s Settings, Retention tab. See Retention and automatic deletion of expired documents.

The people who follow the request. The person who creates a request follows it automatically: they receive an email for each submission, “New submission”, or “Request completed” when the submission completes the request. The space’s other users are not notified.

To also receive these notices, for example while a colleague is on holiday, open the request, open the ⋯ menu, then click Follow. Everyone can turn these emails off in Settings, Account section, Notifications page, with Documents received. See Follow a request created by a colleague.

Each document received in a request has its own deadline: the upload date plus the retention period of its type. The period is set in the Catalogue (one year for a new type), or for a single request; a type can also be kept forever. A file uploaded straight into a folder, outside a request, has no deadline.

Every Monday, a summary tells the space’s users which items have expired and which expire within 7 or 30 days. On the deadline, the space only notifies you, or also moves the document to the trash, depending on its setting. See Retention and automatic deletion of expired documents.

It depends on the End of collection chosen at the Delivery step. With Close when the request is completed, the default, nothing changes: the collection stays open and the planned reminders continue.

With Close when completed or on the due date, an incomplete request closes on the due date: your client can no longer send or sign anything, and they are not notified. The request owner and its followers receive a “Collection closed at the due date” notice, and the request shows Closed at due date. To get what is missing, create a follow-up with Follow up. See Understand the sequence of emails and reminders.

At the Delivery step, in the Date and availability card, pick the Due date in the calendar, or click 1 week, 2 weeks or 1 month. It is set one week later by default, and every request has one.

Your client sees it under Due date in their emails, and in their portal. To change it after sending, open the request, open the ⋯ menu, click Edit, then go to the Delivery step.

This date does not affect documents: each document keeps its own retention period.

Under your space’s public name, followed by “via Meo”, for example “Cabinet Tremblay CPA via Meo”. The email also carries the space’s logo. You change them in the space’s Settings, Branding tab.

The sending address stays meo’s, on the notifications.documeo.ca domain. When your client replies to the email, the reply goes to the person who created the request or, failing that, to the space’s email address.

meo reminds each person who still has a required item to provide or a document to sign whose turn has come. By default, a reminder goes out every 3 days, up to 2 reminders, by email. You change these settings at the Delivery step, Automatic reminders card, with Customize.

The count starts from the last email sent to the person or from their last visit to their portal. Each reminder lists what they still have to do, for example “You have 2 items left”. See Understand the sequence of emails and reminders.

Yes, a private copy by email. At the Delivery step, turn on BCC me in the Initial invitation card, and BCC me on reminders in the Automatic reminders card. Both are off by default.

The copy goes to the person who created the request.

Through the What’s new button at the top of the app. It shows the latest updates to meo; View all updates opens the full list.

Yes, by default, up to the maximum number of reminders. The Remind until setting is Everything requested is complete (optional items aside): reminders continue after a partial submission and stop when everything required is received. With Client’s first submission, they stop at the first submission.

The number of reminders is limited, 2 by default and 3 at most. When your client comes back to their portal, the series starts again. When the reminders run out, the request shows Reminder needed in the request list: remind them yourself with Remind.

By email, by default. Each person receives a single email listing what they still have to provide or sign, with the View my request button to their portal. The subject starts with “Reminder -” followed by your space’s name.

To add SMS, choose Use each recipient’s channels under Reminder channel, in the Automatic reminders card: each person is then reminded by email and by SMS, according to their contact details.

Yes. The organisation’s owner receives “You have 7 days left” one week before the trial ends, “Only 3 days left” three days before and “Last day of your trial” the day before, then “Your trial has ended” at the end.

If you have already chosen a plan that will take over at the end of the trial, these notices are not sent.

No. The text of the emails is the same for every space, in French and in English. You choose what personalises them: the Request instructions, repeated in the email, the space’s public name and logo, and each person’s language.

To see the email as your client will receive it, open the Client preview while you compose the request.

No. meo does not show whether an email was opened. It shows instead when your client views their portal: in the request’s History, the Viewed the portal and Logged in to the portal lines show it.

Each email sent also shows its status there: Delivered, Failed or In progress. Delivered means the email was accepted for delivery, not that it was read. See Review a request’s history.

Yes. In Documents, open the file’s ⋮ menu and click Retention. Push the deadline back with + 30 days, + 90 days, + 1 year or a date, or tick Keep indefinitely: the deadline is removed and the document is never deleted automatically.

The Deadlines page offers the same choices, Extend the deadline and Keep indefinitely, for several documents at once. A document already in the trash can be restored for 30 days. See Retention and automatic deletion of expired documents.

Yes. Open the request, open the ⋯ menu, then click Remind. The Remind the people still outstanding window shows the Email preview; click Send reminder. Each person who still has something to provide or sign receives a reminder, through the request’s channels.

This reminder does not count towards the maximum number of automatic reminders. It pushes back the next automatic reminder.