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Help Center

What this is

The Help Center is a small hub of dedicated pages: guided tours, a searchable FAQ, a Knowledge Base search of the full User Guide, a way to contact the SureSign support team, a threaded history of your own past requests, the current platform status, and any active service announcement.

Where to find it

Open the Help item from your profile menu (click your name/avatar in the sidebar), or go to Help in the sidebar's Tools section — this opens the Help Center landing page, which links out to each of the following. The profile menu's Help flyout gives you the same links directly: Guided Tours, Help Center, Contact Support, Release Notes, Terms of Service, and Privacy Policy. My Support Requests isn't a separate flyout link — it's the My Requests tab on the Contact Support page (see below).

Guided Tours

A dedicated Guided Tours page walks you through SureSign's features, one short walkthrough at a time, grouped by area (Getting Started, Projects and Contracts, Trade Packages, Commercial, Project Administration, and Documents and Compliance).

The very first time you reach your workspace, a short welcome ("Everything starts with the contract" → "Your work stays connected" → "Ready when you are") appears before anything else, giving you the choice to start the guided tour immediately or close it and explore on your own. It only ever appears once per account and never interrupts signing in, a required password change, or your organisation's first-time setup.

  • Select Start on any tour to begin it. If the tour covers a different page than the one you're on, SureSign takes you there automatically before starting.
  • Once you've completed a tour, its button changes to Restart so you can go through it again whenever you like — nothing is ever hidden after you've seen it once.
  • A tour that needs a project or trade package to exist will tell you if one isn't available yet, and points you to where to create one.
  • Completing your first tour, all of the Getting Started tours, or every tour each trigger a one-off congratulatory notification.

Contact Support

On the New Request tab, fill in a subject, choose a category (including "Feature request" if that's what you're submitting — there's no separate form for it), and describe your question or issue. You can optionally:

  • Attach a screenshot (PNG, JPEG, or WebP, up to 5 MB). It is stored privately and is never made publicly accessible — only you and the SureSign support team can view it.
  • Include technical diagnostics — your browser, operating system, screen size, language, timezone, and the SureSign app version. This never includes passwords, access tokens, cookies, or the contents of any page.
  • Include recent SureSign activity — up to the last 20 actions inside SureSign for your organization (for example, "Uploaded site-plan.pdf" or "Created Trade Package: Groundworks"). This is a summary of what happened inside SureSign, not a server or application log, and you can preview exactly what would be included before you submit.

Both attachments are optional and off by default — you choose to include them, and you can remove a screenshot or turn off an attachment before you submit.

When you submit a request, you'll receive a reference (for example SUP-20260719-AB12CD) and a personal notification confirming it was received.

If you arrived at Contact Support from another page in SureSign, the form shows a short summary of where you came from before you submit — you can remove this if you'd rather not include it.

My Support Requests

The My Requests tab on the Contact Support page lists every request you've submitted — searchable by reference or subject, and filterable by status, category, or priority. You only ever see your own requests, never anyone else's, even within your own organization.

Each request now has a full conversation: select one to see the original message plus every reply from the SureSign team, in order, and to send your own reply. A dot next to a request means it has a reply you haven't read yet.

Status moves through Waiting for Support → Waiting for You → Resolved → Closed as the conversation progresses — replying to a resolved request automatically reopens it, so you don't need to do anything special to continue the conversation. A closed request can't be replied to; start a new request from Contact Support if you need further help with the same issue.

You'll get a personal notification whenever the SureSign team replies or resolves your request — never anything organization-wide.

Knowledge Base

Search the SureSign User Guide directly from the Help Center. Results are grouped by topic, and if you arrived from a specific page in SureSign, the Help Center highlights topics most relevant to where you were. The Help Center's combined search box also searches the FAQ at the same time, labeling each result so it's clear which is which. If you can't find an answer, use the "Contact Support" link.

FAQ

Quick answers to common questions, organized by category (Getting Started, Projects, Contracts, Commercial, and more) with its own search. This is separate from the Knowledge Base — the FAQ is short, in-app answers; the Knowledge Base links out to the full User Guide.

System Status

A quick view of whether core SureSign components are currently operational. If a component's live status can't be safely checked, it's shown as "Status Unavailable" rather than guessed at.

Service Announcements

If the SureSign team has an active announcement — for example, planned maintenance or a known issue — it's shown prominently at the top of the Help Center until it ends or is turned off.

What's New in SureSign

Separate from Service Announcements above (those are about platform status; this is about new features, improvements, and tips). After signing in, if the SureSign team has published a new update you haven't seen, a short "What's New in SureSign" window opens automatically, once your workspace has loaded — it never interrupts signing in, a required password change, or first-time account setup.

  • Close dismisses it for now — it won't pop up again on the pages you visit next, but it may appear again on a future visit if you haven't chosen "Don't show this update again".
  • Don't show this update again dismisses that specific update for good, on every device you sign in from. It only applies to that one update — the next time the SureSign team publishes something new, you'll see it.
  • If there's more than one new update, use the arrows to page through them — they all appear in the same window, one at a time.
  • View all updates takes you to a page listing everything SureSign has published, whether or not you've already seen or dismissed it.

This is not the same as Release Notes (in your profile menu's Help flyout) — Release Notes track official SureSign version history; What's New is day-to-day product communication and can appear between releases.