Frequently asked questions

Five kinds of items, in a single request and in the order you choose:

• Document: the client uploads a file.
• Information block: the client answers questions.
• Statement: the client accepts a text.
• Signature document: the client signs a PDF.
• Handout: the client downloads a file you give them.

Sections can also group items under a heading; a section asks nothing of the client. Create each item for the request or pick it from your catalogue. See Send a request to a client and, for a handout, Deliver documents to your client.

No. A client uploads their documents through the personal link of a request; meo has no upload page open to everyone. Each link belongs to one person and only shows them what is asked of them.

For a client who sends you documents over time, send them a request with Keep the collection open until I close it: they come back and upload with the same link. See the open collection.

The one exception: a folder you share with them at the Edit level, where they add their files themselves. See Share documents with a third party.

Yes. On the Delivery step, under End of collection, choose Keep the collection open until I close it. The request stays open even when everything is received, and your client can come back and upload more files with the same link.

When you are done, open the request’s ⋯ menu and click Close the collection. Your client can still view the request but can no longer send anything. They are not notified of the closing.

This option is not offered for a request that contains only signature documents.

Yes, with an information block: your client answers directly in their portal. The meo catalogue offers the Social insurance number (SIN) block, and you can create your own blocks with the questions you need. For a password, choose the Protected text format: the answer is masked on screen while your client types it.

Answers to information blocks are encrypted. They are shown only when a team member with access to clients’ sensitive information clicks the received item, and each display is logged.

No, not yet, but recurring requests are coming to meo soon.

Until then, for a request you send often, save it as a request template. Next time, choose it under Start from a request template: it fills in the title, instructions and contents. See Request templates and catalogue.

meo records the download of a handout, not its reading. In the request, the handout’s line shows when it was delivered and downloaded, and how many times.

To require the download, turn on Download required in the handout’s settings: your client gets reminders until they download it, and the request waits for it to complete.

To get a confirmation of reading, add a statement with Confirm reading. See Have your client accept terms without signing. To deliver documents, see Deliver documents to your client.

Yes. In the Request contents card, drag each item by its handle to its place. This order is the one your client sees in their portal.

To group items under a heading, click Add a section.

Items are required by default. In the Request contents card, open the item’s menu and click Make optional or Make required. An optional item is marked Optional. The same setting is in Settings, under Required to complete the request.

The request completes when the required items are received; optional items do not hold it back and do not trigger reminders. This setting applies to documents, information blocks and statements. For a handout, use Download required.

Yes. On the Delivery step, under Initial invitation, turn off Email and SMS. meo then sends no invitation and the final button becomes Create. Then copy each person’s link with Copy link and pass it on yourself.

Later, find the links in the request with Share. Each person has their own link: send each person theirs. With neither email nor SMS, automatic reminders are turned off.

Once you have sent the links, open the request’s ⋯ menu and click Mark as sent: the request moves from Created to In progress in your lists. meo sends nothing to your client at this step.

Send them a new request that contains only the card block. Their new card is added; the old one stays until its expiration date.

If you no longer need the old card, delete it: open it in the request and click Close and delete the card, or delete it from the contact’s Info tab. See Ask your client for a credit card.

A greyed-out option is not allowed where you are, or not allowed for your role. Hover over it: a tooltip gives the reason.

• New contact and New request: you do not have permission to create them in this space.
• New folder, Upload a file and Import a folder: you are in the Clients folder, which only contains contacts, or on a contact’s page outside their Documents tab. Otherwise, the permission is missing.

Yes, a request can be addressed to several people, for example your client and their accountant. Each one gets their own link and only sees what is assigned to them.

Everything the request receives is filed in the file of one person, the one marked File. One file per person is planned. See the question on filing.

For clients who should each get their documents in their own file, send a request to each one: a request template fills in each new request.

In the file of one person: the one marked File in the Participants card. At first, this is the first person added. The request and every document received, from every person, are filed there.

Before sending, you can choose someone else: open their ⋮ menu and click File the request under this person. This choice is offered for a contact who has an email. After sending, the file no longer changes. One file per person, Each in their own file, is planned. See Send a request to a client.

Yes, as long as the request is open. Open the request, click the ⋯ menu, then Edit. Add the items in Request contents, then save with Update on the Confirmation step.

On the Delivery step, Notify the client about this change sends an email to each person who has something new to do.

A completed or closed request does not reopen. Click Follow up instead, in its header, then Other documents or A correction: meo creates a follow-up linked to the original request, with a new link. See Follow up after a request ends.

Open the request, click the ⋯ menu, then Cancel request and Yes, cancel. The cancellation is final: the request does not reopen.

Your client can no longer submit anything, and their link tells them the request was cancelled. Automatic reminders stop. Signature documents in progress are cancelled; a document every signer has already signed is kept. What your client already sent stays in their file.

By default, nobody is notified. Turn on Notify signers of the cancellation to send an email to each person already notified about the request. See Understand the sequence of emails and reminders.

Mark it as not required. In the request, open the ⋯ menu on the item’s row and click Mark as not required. Enter a reason if you like, for example “received by email”, then confirm.

The item becomes optional: it stays visible in the request and in the portal, but nobody has to provide it any more, and it no longer holds the request back. If it was the last item outstanding, the request can complete. The reason shows in the history for your team, never for your client.

The option is offered, while the request is open, for a required document, information block or declaration from which nothing has been received yet.