Help centre
Short answers, then a person if you need one.
Most questions are answered below. For anything else, open a ticket and support will reply within one business day.
Getting started
What should I upload first?
Your current security policy set, your SOC 2 report summary or bridge letter, architecture notes, and the most recent questionnaire you answered and had accepted. Those four cover most questions.
How do I invite my team?
Owners open Team, enter an email, and pick owner, reviewer, or contributor. Invites count toward your plan's seats until accepted or revoked.
Sources
Why was my PDF rejected?
Scanned PDFs without a text layer cannot be read. Export a text PDF from the original document, or upload the DOCX.
What does the review date do?
It marks when the owner should confirm the source is still accurate. Sources past their date are flagged in the list and in citations, so reviewers see stale evidence.
Questionnaires and drafting
The wrong column was detected. How do I fix it?
On the mapping step, choose the correct question, answer, and ID columns from the dropdowns, or pick another sheet. Nothing is drafted until you confirm.
Why is a question marked Needs owner?
Your sources cover too little of it, or it names a framework or certification none of them mention. Attestloom shows the reason and will not guess. Add evidence and redraft, or assign it to an owner.
Review and approvals
Who can approve answers?
Owners and reviewers. Contributors can edit drafts and answer assigned questions, but a reviewer must approve before export.
What does Approve all cited do?
It approves every answer with Cited status, meaning verified citations and confidence of 0.80 or higher, and records each approval in the audit log.
Exports and audit log
Why is Export disabled?
At least one Needs review answer is not approved yet. Use the Needs review filter to find them. Needs owner questions do not block export; they export blank and flagged.
Does the export change my customer's formatting?
No. Answers are written into the detected answer column of the original workbook. Citations and the audit log go on separate sheets.
Answer library
How do answers get into the library?
On Team and Business, every approved answer is saved with its citations and a last-reviewed date. You can edit or remove entries at any time.
RFP mode
Which plan includes RFP mode?
Business. RFP mode drafts long-form sections paragraph by paragraph, each with its own citations and the same gap rules.
Billing and plans
When does the Free allowance reset?
On the first day of each calendar month, UTC. Free includes one questionnaire of up to 50 questions per month.
Can I switch between monthly and annual?
Yes, from Billing. Annual is billed yearly at two months free; changes take effect at the next renewal.
Account and data
How do I delete everything?
Owners open Settings, choose Delete workspace, and type the workspace name to confirm. All workspace data is removed immediately; host backups expire within 30 days.
Is my data used to train models?
No, never. Providers receive only the passages needed for one request, under terms that exclude training.
Support ticket
Open a ticket
Response times
- Blocked, cannot export4 business hours
- Review due this weeksame day
- Normal1 business day
support@attestloom.com · (214) 555-0147