FAQs

Wisedocs Frequently Asked Questions

Welcome to Wisedocs! We’ve collected answers to the most common questions to help you get started quickly and feel confident using the platform.

Account & Access

How do I access my Wisedocs account?

First Time Logging In
Once you have been added to the Wisedocs platform, you will receive an email to set up your password. Steps:

1. Open the email from Wisedocs
2. Click the password setup link
3. Create and confirm their password

⚠️ The password setup link is only valid for 24 hours.

If the Link Has Expired
If the link expires before your password is set up:

1. Go to the Wisedocs login page
2. Click "Forgot password"
3. Enter their email address
4. Follow the new email link to set up the password

Logging In

1. Navigate to your company's dedicated Wisedocs link in your browser
2. Enter your credentials (Email and Password) and click "Sign In"
3. Two-Factor Authentication (2FA) is enabled — enter the verification code sent to your phone and/or registered email
4. After successful authentication, you'll be redirected to your dashboard

Please note: If your company has migrated from Wisedocs 1.0 to 2.0, your login credentials and process will remain the same - just ensure you’re accessing the platform through your new dedicated Wisedocs link.

If you need your link, please contact a Wisedocs expert within your organization or help@wisedocs.com.

What are the system requirements for Wisedocs?

Wisedocs works in any modern web browser—use the latest version of Google Chrome, Mozilla Firefox, Microsoft Edge, or Safari. There’s no software to install. Make sure you have a stable internet connection for document processing.

What should I do if I forget my password?

On the login page, click Forgot Password? Enter your registered email. You’ll get a reset link within a few minutes—check your spam or junk folder if it doesn’t appear. The link is valid for 24 hours.

Uploading & Processing Documents

What file types does Wisedocs support?

Wisedocs supports PDF, TIFF, JPEG, PNG, and DOCX files. For best results, upload PDFs with at least 150 DPI. Scanned documents are fully supported using our OCR engine.

Is there a file size limit for uploads?

There is no file size limit for uploads.

How long does it take to process a document?

Processing times depend on the number of pages in the file and whether Organize only or Organize + Summaries are being generated.

(TAT = Turnaround Time; BD = Business Days)

Can I upload multiple documents at once?

Yes. Drag and drop as many files into the upload area—or use the Upload Files button to select multiple files. Batch uploads are processed in parallel to save time.

Why did my document fail to process?

Processing can fail if a file is corrupted, password-protected, or in an unsupported format. Check the error message beside your file. Common fixes include removing password protection or converting your file to PDF. If you’re stuck, contact our Support Team at help@wisedocs.com.

Reports & Summaries

How do I generate a report from processed documents?

Go to the Reports tab from the sidebar, then click Generate Report in the top-right corner. Select a source (any of your collections), choose a template (such as Medical Summary, Chronology, or IME Report), and click Generate. Your report will be ready to review in just a few moments.

Can I customize report templates?

No — you cannot customize report templates. Report templates are scoped and set up for your account during your onboarding.

If you would like to update any of the report templates, please reach out to Support or contact your dedicated account manager directly.

How do I export or download a completed report?

Open your completed report and click Export in the top-right corner.

Alternatively, go to the Documents tab and select Download, then choose Include Report and pick the report you’d like to add. From there, you can download your files in PDF or DOCX format.

Can I edit a report after it’s been generated?

Yes. All reports are editable within Wisedocs. Click anywhere in the report to make changes—everything saves automatically.

If additional files have been added to a case, will I have to regenerate a new report?

Yes — you will need to generate a new report to include any additional records that have been added to a case. However, the process is straightforward:

• Additional records added to a case are automatically integrated and synced across all collections
• Simply run the report generation process again on the relevant collection — the same steps as the original report
• It is recommended to title the new report with the batch date for easy reference (e.g. "Case Synopsis – Additional Records March 2")

Security & Privacy

How does Wisedocs protect my documents and data?

Compliance Certifications

• HIPAA Compliant — Wisedocs follows strict standards for protecting sensitive health information
• SOC 2 Compliant — Wisedocs maintains secure systems and processes in line with SOC 2 standards

Access Security

• Two-Factor Authentication (2FA) is enabled on all accounts — users must enter a verification code sent to their phone and/or registered email after entering credentials, ensuring only authorized users can access case information

Data Handling

• All outputs are validated by a expert-in-the-loop — Wisedocs does not generate new data, it only extracts and structures what already exists within uploaded records
• Source records are never deleted, renamed, or altered — original files are always preserved with full traceability and timestamps

Who can access the documents I upload?

Only members of your organization with the proper permissions. Wisedocs staff can access your documents only for technical support and only with your explicit written consent.

How long are my documents stored on Wisedocs?

By default, documents are retained for as long as your account remains active. Documents are never deleted from a case; instead, items that are no longer relevant can be relocated to the Archived collection, which functions as a secure repository for historical case records.

Billing & Plans

For any questions about billing or your account plan, please reach out to Support or contact your dedicated account manager directly.

Still have questions?

Contact us at help@wisedocs.com.