FAQ/Technical Library

SwiftSend Tech Support Frequently Asked Questions

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I’m being asked for a password but I don’t remember mine (or, I’ve never set up a password).

If you’ve clicked on your document pick up link and the system is requesting a password and you’ve forgotten yours, click on “Forgot Your Password?” link directly above the Sign In button. You will then be taken to a box that has a “Secret Question” and a block for your “Secret Answer”. This question and answer were set up during your initial registration. The answer you type in the block is case-sensitive and must match exactly the answer you typed in during that time. Once you’ve typed in the “Secret Answer”, press the “Send Email” button. A page will display stating that an email has been sent to you that contains a link allowing you to change your password. Once the email arrives, click on the “Change password now!” link and create a new password.

SwiftSend is designed to ask you for a password only if one has already been established. If you have never established a password, ensure that after you type in your email address, you press the “Enter” button on your keyboard and not the “Sign In” button in the Viewer Sign-In box.

       

A few moments after you press your enter button, the box will refresh and state that you must “Register Your Account”. Press on the red “Register Your Account” and you will be asked to create a password at that time.

I'm trying to pull docs but it gives the error "Not a recipient".

Were these documents forwarded to you?  If so, you are not a recipient.  The document creator has deliberately chosen security settings that impede forwarding.  To resolve this, contact the forwarder to let them know that forwarding docs does not work. Then have them ask the document creator to add you as a recipient.   Once that is done, you will get an email directly from the document creator which will allow you to access the docs.

I'm trying to pull docs but when I click Continue, nothing happens.

You may have a program installed that blocks Javascript pop-up Windows.  These programs are designed to prevent advertisements, but they also prevent the SwiftSend sign-in window from popping up.  In order to get your docs you must disable the popup blocker or change its settings to allow popups from loandocs.swiftsend.com.  Look at your systray near the Windows clock in the lower right corner of the screen.  You may see a little icon representing the blocker.  Common ones resemble a red Stop sign, the palm of a hand, or an orange fist.  Click on the icon and see if there is an option to disable it.  If you can't see any such icon, or you you see one but can't figure out how to disable it, then you will need to uninstall it.  Click Start; Settings; Control Panel; Add/Remove Programs and look for programs that contain the words Ad, Pop-up, Blocker or Stopper and uninstall any such program you find. 

How can I search the document?

• Click on the document.
• Press S on your keyboard. The SwiftView Find dialog pops up.
• Enter text to search for and press enter.
• To Go to the next occurrence, press G.

How can I copy and paste text from the document?

• Hold down the Alt key.
• Click on the document and hold the mouse button down. Move the mouse to select text.
• Release the mouse button when the text is selected. Release the Alt key too.
• Press C to Copy.
• Switch to another program, say Microsoft Word, and click Edit; Paste.

I never received a notification email.

Often the person sending the document has typed your email address wrong and has not seen the resulting bounced email.  SwiftSend tech support can't fix this but the person sending the document easily can.  Call them or email them the correct address and tell them they can change it in their Outbox.  If they have trouble with that, ask them to call our tech support staff. 

Sometimes, unknown to the document recipient, their company's email is temporarily down.  In other cases, a "spam filter" has stopped the notification email.  Ask your IT person about both of these issues.

If you have registered, then you don't need email!  Just login and use your Inbox to pick up your document!   See below for Inbox information.

I received the wrong document / there's a typo in the document.

SwiftSend technical support cannot correct or re-send your private documents -- we can't even view them!  We're just like Federal Express or UPS - delivery only.  Only the sender can send the correct documents.  Our system makes it easy to contact the sender, simply reply to the email notification you received and point out the error.

I waited an entire minute but it still says the document is loading.

Try the following:

1. Move the mouse in and out of the area where the document would normally display.  This sometimes "kicks" the browser so it displays the document.
2. If this is your first document, and you don't see a vertical group of icons on the right side of your web browser window, you are having trouble installing SwiftView, the 'viewer'.  Try the download and double click installation.  Note that Windows NT, 2000 and XP can be "locked down" by a system administrator so that it is not possible to install anything at all. Your IT department will have to install it for you if that is the case.
3. Check to see how fast your Internet connection is.  Perhaps your dialup has connected very slowly for some reason.  Closing packages normally range in size from about 300KB to 600KB, but can be much larger from some lenders.  Packages that size will take 1 to 2 minutes on a dialup connected at about 50kbps.  If your connection is very slow for any reason, the times will get longer proportionally.

Why am I having trouble printing?

If you can view but not print, or your printing is flawed in some way, please try these steps.  Printing is optimal on a LaserJet 4 or higher or other compatible printer (e.g. most Lexmark laser printers), but other printers can be used as well.  SwiftSend supports more printers than any other delivery service.

1. Get Current:
   Make sure you have installed the latest version of SwiftView.
2. Use the Proper Print Button:
   Be sure you are using the Print button in the SwiftView toolbar on the right side of the screen, NOT File and Print in Internet Explorer.
3. Reset Your Method:
   When you click the Print button, you will see a print menu which has, in the lower left corner, a dropdown menu titled 'Print Method'.  Click 'Reset to defaults'. 
4. Try Different Methods:
   If you have more than one print method, try printing using each method available until you are satisified with the output.  Try Direct Print first, if available.  If that doesn't work, try Fast Print.
5. Exercise Your Options:
   If the above doesn't produce good results, or if you only have Windows Print available, click the Options button.  On the options page, try all the possible combinations of settings.  As you can see, it is possible to print a mixed letter and legal document on all one size paper, either shrinking legal pages to fit on letter, or printing letter pages on legal (resulting in unused space at the bottom of letter pages).
6. Check system requirements:  If nothing seems to work, make sure you have a supported system and printer configuration.  System requirements
7. Tech support:  We're here to help you but we will start by going through all of the above.  That fixes essentially all printing problems.  Contact technical support at 800-720-0196 x3 for assistance.

What happens if I send duplexed documents to somebody whose printer cannot duplex?

Virtually all laser printers simply ignore the duplex commands and print the pages in the correct order.

How do I see all the documents I have received without saving all the original emails?

Access your free Inbox. You must register and select a password to see your Inbox.  Loan or mortgage document recipients sign up here at loandocs.swiftsend.com.  Be sure to follow the instructions and click the link in the final email you receive to activate your account.  Once you have an account, just go to the website (loandocs.swiftsend.com or docs.swiftsend.com) and click login in the upper left corner.  That takes you to your Inbox.  Save a shortcut to that page on your desktop!