Frankfig Help

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Common Issues ​

If your problem is not here, see Contact Support.

Sending ​

My recipient says they didn't receive the email ​

  1. Ask them to check their spam or junk folder.
  2. Check the address on the Sent row.
  3. If the address was wrong, click Revoke link on the Sent row (offered on a secure link until it expires) so the wrong address can never open it, then send the document again to the right one. There is no way to edit a send after it has gone.

Frankfig emails one reminder with a fresh link at 48 hours on its own, whether or not you ticked If they don't open it, fax it. There is no manual reminder button.

A link stops working when it expires — after four days, unless you chose a different window when you sent it — or when you revoke it. The page your recipient sees does not say which; that is deliberate. Send the document again to give them a fresh link.

Sent shows "Not delivered" ​

The send failed. Send it again, or send it another way. If you ticked If they don't open it, fax it. and every step failed, Frankfig has also emailed you.

Account and sign-in ​

I have forgotten my password ​

On the sign-in screen, click Forgot password? and enter your email address. The reset link lasts 15 minutes. Check your spam folder if it does not arrive.

You will need a code from your authenticator app to finish the reset. Resetting your password keeps your access to past secure messages.

If your account has no authenticator app set up yet, an email reset won't work. If you still know your password, sign in and set one up now. If you have forgotten it as well, there is no way back into that account today. Your organisation's Admin can suspend the account from the Team section of Organisation; everything it sent stays on record.

I have forgotten my password but still have my authenticator ​

Click Forgot password?, then Use your authenticator app. A code from the app, or one of the backup codes you were shown when you set it up, lets you choose a new password without the email link.

My authenticator code isn't accepted ​

  • Check your phone's clock is set automatically — authenticator codes depend on the time.
  • Sign-in accepts a code from your authenticator app only. Your backup codes work on the Use your authenticator app page reached from Forgot password?, where one of them lets you set a new password. Signing in still needs a code from an authenticator app.
  • Two-factor authentication cannot be switched off. If you have lost the app, there is no way back into that account today — a backup code sets a new password but does not sign you in — not for you, and not for support. Your organisation's Admin can suspend the account from the Team section of Organisation; everything it sent stays on record.

I want to change my authenticator app or get new backup codes ​

Open My account — the row showing your email address at the foot of the left navigation — and under Two-factor authentication click Get new backup codes. That walks you through setting up the authenticator again: it needs a code from your current one, and it issues eight fresh backup codes.

Billing ​

My card was declined ​

Frankfig has no screen of its own for the card that pays your subscription — the card on the Billing page is for fax credit top-ups only. If your card issuer is declining the charge, contact your bank; otherwise open a support ticket.

I was charged the wrong amount ​

Open a support ticket with the date and amount of the charge and what you think is wrong.

Performance and display ​

Pages are loading slowly ​

Try clearing your browser cache and reloading. If the issue persists, open app.frankfig.com.au/status — it shows whether Frankfig's database, cache and messaging are reachable right now — or open a support ticket.