FAQ¶
What is the difference between a project and a trade package? A project is the overall piece of construction work, with a main contract. A trade package is a specific subcontract work package within that project (for example Groundworks), with its own reference, documents, and commercial records.
Can AI results be edited? Yes. The review screen lets you correct extracted values before confirming.
Does SureSign automatically accept AI-extracted information? No. AI analysis produces a suggestion. Nothing is applied to your contract or trade package until you review and confirm it.
When should I re-run contract analysis? If the contract document has materially changed (for example a re-issued or amended version), or if a previous analysis failed. Re-running on an unchanged document reuses the previous result rather than analysing it again.
Can a payment application be edited after submission? Not directly while Submitted. Use Withdraw to return it to Draft (keeping the same application number) if it needs correction.
Can a payment application be deleted? Only while it is in Draft or Cancelled status.
What is the difference between a payment notice and a pay less notice? A payment notice states the sum considered due. A pay less notice states an intention to pay less than the notified sum, and the grounds for doing so.
Why is a notice marked late? SureSign calculates each notice's deadline from the contract's payment terms. If you issue after that calculated deadline, the calendar and dashboards will show it as overdue relative to that date.
Why can I view but not edit a record? Client accounts have full create/edit access to operational modules — this is usually a workflow-state lock instead (for example a record that has already been certified, issued, or closed). See Client and the module's own documentation for what locks a record at each status.
Is SureSign Consultancy an AI feature? No. Consultancy connects you with a real construction professional for a private consultation — it does not use AI. See Consultancy.
Is Consultancy the same as adjudication? No. Consultancy provides professional guidance and discussion about contract administration. It is not legal representation, dispute resolution, or adjudication services. See SureSign Adjudication for formal dispute support.
Do I need a SureSign account to book a Consultancy session? No. Consultancy sessions can be booked from the public Consultancy page without an account. Existing customers can also book from the Consultancy section of their SureSign account, where their consultations are saved.
Why did a file download instead of previewing? Some file types (notably Word documents that have not been converted for preview) cannot be rendered inline in the browser. Use Download to open them locally.
Where are generated documents saved? Alongside your other project documents, in the Generated Documents view.
What happens when a user is deactivated? They cannot sign in, and their existing sessions are ended immediately.
What happens when a user is banned? The same as deactivation, plus a required reason is recorded, and the account shows as banned rather than simply inactive.
Are records from another organisation visible? No. Attempting to open a project or record from another organisation always fails, with the same generic result whether or not it actually exists.
How do notifications open the related record? Selecting a notification marks it read and, if it has a linked record, navigates you straight there.
How do programme dates appear on the dashboard? Programme milestones and other dated items appear on the project's Calendar rather than the global dashboard, which focuses on project-level counts (open RFIs, pending variations, and so on).
Why does a meeting time look different to me than to a colleague? A timed meeting is scheduled against a specific timezone, but SureSign always displays it converted into your own timezone. If your timezone is different from the one it was scheduled in, that original scheduling timezone is shown alongside the time as a reminder — so "2pm" always means your own local 2pm, never someone else's.
Does SureSign use my timezone, or my organisation's? By default, you see everything in your organisation's timezone. If you travel or work from a different region, you can set your own personal timezone in Settings — this only changes how times are displayed to you, it never changes a deadline or when a reminder is sent, both of which always follow your organisation's timezone. See Settings.
What happens when an AI analysis limit is reached? You will see a message telling you the rate limit has been exceeded and to try again later, or that an analysis is already in progress if you try to start a second one on the same record.
Why does a module show a "Maintenance" or "Coming soon" badge? SureSign can place an individual module into Maintenance (temporarily unavailable while an issue is being fixed) or Coming Soon (not yet released) without taking down the rest of the platform. The module still appears in navigation with a small status badge, and opening it shows a short explanation instead of its usual content — your existing project information is not affected either way. Everything else in SureSign continues to work normally. This is different from a full site outage, which would show a generic maintenance page instead of the normal application.