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Projects and Document Requests FAQ

November 27, 2025
Contributed by: 
P P

This FAQ document provides the most common questions (with answers) from folks using ShareFile Projects and Document requests.

Warning:

The only role that can add additional Project Owners is the current Project Owner only. So before deleting a user who is the Project Owner, you must assign an additional Project Owner. If a new Project Owner is not assigned before removing the current Project Owner, a new Project Owner cannot be added and the Project cannot be deleted.

Projects and Document Requests

  • I’m not seeing Projects?
    • The Projects feature is available for the Premium plan. Contact us if it’s still unavailable for you.
  • Are there any limits to the number of files a user can upload to an item?
    • There are no limits to the number of files/documents for Document Request.
  • How do you delete a Project?
  • How can I see the progress of the Document Requests?
    • On the home page of a Document request, you see the number of approved items of all items. When you are on the document request page, you can see the progress at the top of this page and all the details below.
  • What will my client see when I add him to a Project?
    • Your client (a contributor role) can see all the content of the Project they are assigned to. The client can’t delete any files or attachments, edit Project or Document Request details, or remove people from the Project. The client is able to upload and download files, make comments, and add team members.
  • Can I assign several people to the Project?
    • Yes, you can assign as many as you want. You can add owners or contributors to the project.
  • What happens after I send back the item / reject it?
    • After a service provider rejects an item received after a document request, they can add a reason for the rejection to the automatic email. The client receives an email notification with a link to the particular item.
  • Can I reopen the Document request if it was closed? Can I undo the ‘approve’ item?
    • Yes, you can close the request and reopen it again if you want to add items or make other changes. You can notify a client or choose not to. The same actions that you can make with item approval.
  • Can I create and reuse a template for Document Request?
    • Not yet. As for now, we recommend creating a template as an excel file and upload it while creating the document request. This functionality will become available in future releases.
  • How will my client know that I submitted a comment?
    • When you submit a comment, the next time the client is in the project, the comment is viewable under the Comments tab and in the Comments section for the particular document request.
  • Who has access to Projects? What do the roles mean?
    • There are two roles available in Projects: Owner and Contributor. The owner is a service provider representative, and the contributor is the client. You can assign as many people to the Project as you need.
  • How can I organize Document Request files by category?
    • We suggest using the item name as a category of the document request. Then, your client uploads the documents by items, meaning by category. Additional functions in categorizing will be added to files for a better user experience in future releases.
  • Can I reopen document requests or reapprove items?
    • Yes. Your clients are notified about reopening if you choose so.
  • Can I move Project files to ShareFile Folders? Can I add a file from ShareFile Folders?
    • No. Currently this option isn’t available.

Improved Document Request List (DRL) Experience

  • Can I hide the right sidebar?
    • Yes. Collapse it when you need more space to focus on the document request list.
  • Are these updates available on mobile?
    • Not yet. These improvements are available on the web version only.
  • Why did the layout change?
    • We redesigned it to reduce confusion, improve visibility of tasks and documents, and help you complete requests more quickly.
  • Can I assign or change a category after uploading a file?
    • Yes. You can assign or update categories at any time before submitting the request. Use the inline menu or the expanded item view.
  • Can multiple categories be assigned to one item?
    • Yes. Users can assign more than one category to a document or request item to improve organization and filtering.
  • Can I still approve or reject files from the item view?
    • Absolutely. You can approve, send back, or comment on a request directly from the expanded workspace—no need to leave the item view.
  • Is the previous version of DRL still available?
    • No. This update replaces the legacy view for all web users.
  • What happens to existing requests and data?
    • All existing requests, categories, comments, and uploaded files remain intact. The layout and interaction model have changed, but the underlying data is preserved.
  • Can I still download all files at once?
    • Yes. You can choose to download everything as a single file or group downloads by category, item, or assignee using the download menu.

Improved Document Request List (DRL) Notifications

  • What changed in this release?
    • We have migrated DRL notifications to the new platform, achieving parity with the legacy Request List (RL) behavior, and introducing digest notifications. This update enables future enhancements and improves observability.
  • Who gets access?
    • The feature is available for Premium and Industry Advantage plans.
  • Where it works today?
    • The feature is supported on the Web app only and is not yet available on mobile.
  • What events trigger notifications now?
    • DRL created and shared
    • DRL due date reminders
    • Item assigned
    • DRL closed
    • DRL deleted, frozen, or restored
    • DRL reopened
    • Task rejected or reopened
    • New task added
    • File submitted
    • All items submitted and ready for review
  • Who receives which notifications?
    • Assignees: Receive notifications for activation, item assigned, due date reminders, lifecycle changes, reopen, task changes.
    • Reviewers: Receive In-app notification for activation and when all items are submitted.
  • What channels are supported?
    • Email: Supported for all listed events
    • In-app: Available for selected events, such as activation to reviewers, due date reminders, restores with future due dates.
  • What is a digest notification?
    • A digest consolidate multiple DRL updates into a single summary email, reducing notification noise while preserving context.
  • How often are digests sent?
    • One- hour for uploaded files.
  • Will I still get immediate notifications?
    • Yes, critical actions such as DRL activation, item assigned, and closures trigger immediate notification.
    • Digest notifications are designed to complement, not replace them.
  • What is included in the email content?
    • DRL name and project name (when applicable)
    • Event type
    • Clear CTA when action is needed
    • Addresses prior feedback about unclear client or DRL context
  • What is the due date reminder schedule?
    • Reminders are sent at the following intervals:
      • 10 days before the due date
      • 5 days before the due date
      • 3 days before the due date
      • 1 day before the due date
    • Weekly reminders are sent for one month after the due date has passed.
  • Do restores recreate reminders?
    • Yes, if a DRL or task with a future due date is restored, reminders are automatically re-created to ensure users stay informed.
  • How are task level assignments handled?
    • If a task has specific assignees, notifications are sent to them. If not, they fall back to the DRL assignees.
  • Do reviewers get a single signal when everything is ready?
    • Yes, reviewers receive an ‘all items submitted’ email notification once all tasks are completed and ready for review.
  • Can I customize reminder frequency per client or DRL?
    • No. Use the built-in schedule and digest to reduce notification noise. Custom reminder cadences are not supported in this release.
  • Can I pause reminders for a specific DRL?
    • Yes, you can freeze a DRL to pause activity. Recipients will be informed of the lifecycle change. If the DRL is restored and has future due dates, reminders will be automatically re-enabled.
  • Will comment tagging generate notifications?
    • No, mentions and comment notifications are not part of this release. They are being considered for a future iteration.
  • How do notifications help with phishing concerns?
    • Notifications use standardized templates with consistent branding, DRL/project context, and safe CTAs. This reduces ambiguity that previously made emails look suspicious.
  • What observability is available?
    • System observability is enabled on the new platform. Admins can work with support to trace event generation and delivery outcomes.
  • Are there rate limits or batching rules?
    • Digest notification is the primary batching mechanism.
    • Immediate events are sent once per event type.
    • Repeated identical system events are throttled to avoid duplicate notifications.
  • How does this affect existing Request List email rules?
    • This release acheives parity for the DRL scenarios listed.
    • Legacy Request List (RL) behaviors not included in the listed scenarios are not part of this iteration.
  • Do In-app and email notifications ever conflict?
    • No. In-app and email are coordinated and some events are In-app only for certain roles.
  • Can I unsubscribe from all DRL emails?
    • You can manage preferences for digest vs immediate where supported, but business-critical security or lifecycle emails cannot be unsubscribed.
  • Is localization supported?
    • Templates follow the platform standard for localization. If your account language is supported, notifications use it; otherwise, they default to English.
  • Does the subject line include client context?
    • Yes, subject lines include DRL and project identifiers for quick triage.
  • What happens when a DRL is closed?
    • Assignees receive an email confirming the DRL was closed.
    • The CTA leads to the DRL for historical review.
  • What happens when a DRL is deleted or frozen or restored?
    • All actors except the initiator are notified of the lifecycle change. Lifecycle emails are informational only and do not include a CTA.
  • What happens when a DRL is reopened?
    • Assignees are notified that work can resume.
    • CTA links back to the DRL.
    • If due dates exist, the standard reminder schedule applies.
  • Can I see all notifications for a DRL in one place?
    • Use digest for daily or weekly summaries in your inbox.
    • Use the DRL activity feed In-app to review event history.
Projects and Document Requests FAQ
November 27, 2025
Contributed by: 
P P
November 27, 2025
Contributed by: 
P P

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