FAQs for eimmigration

1. Why are my forms not saving or auto-filling correctly?

Check that you’re using the latest version of your browser. Some form fields may require specific formats (e.g., ALL CAPS for USCIS compatibility). If the issue persists, clear your cache or contact support.

2. Can I recover a deleted client profile?

Yes, client records deleted within the past 7 days can often be restored. Contact support immediately with the client’s name and case number.

3. Why isn’t my client receiving their questionnaire?

Confirm the client’s email address is correct and not duplicated in your system. Also, ask the client to check their spam/junk folder. If the problem continues, attach a screenshot of the error when contacting support.

4. Why do my questionnaires fail to send or open?

This can happen if the client’s email provider blocks attachments/links. Recommend clients use a different email provider (e.g., Gmail) or send them the link manually.

5. When I create an invoice, why don’t the expense codes appear?

This may be due to a temporary system glitch. Try refreshing the page or logging out/in. If the problem continues, note the steps you took and send them to support.

6. How can I reset my password?

Go to the login page and click “Forgot Password.” Follow the instructions sent to your registered email. If you don’t receive an email, check spam or contact support.

7. Why did my client disappear from the database but their case still shows up?

This usually indicates a sync or data display issue. Provide the client’s name, case number, and approximate deletion date to support for investigation.

8. Why are my system windows closing unexpectedly?

This is often caused by browser issues. Update your browser, disable extensions, or switch to Chrome for best performance.

9. How do I format data so USCIS can read it?

USCIS recommends using ALL CAPS in form fields due to OCR scanning technology. You can enable auto-uppercase in your admin settings.

10. Why aren’t my emails sending through the system?

Check your account’s email settings (SMTP configuration if applicable). If you’re using a firm domain, ensure SPF/DKIM records are set up to prevent delivery failures.

11. What payment methods does eimmigration support?

eimmigration accepts major credit cards (Visa, MasterCard, American Express), ACH payments, & PayPal. You can manage or update your billing details under Admin Settings → Subscription → Payment Options.

12. Why can’t I link or use PayPal for my subscription?

If PayPal fails to connect, verify that pop-ups are enabled in your browser & that your PayPal account has a valid funding source. Some corporate or regional PayPal accounts restrict recurring billing, so you may need to switch to a personal or business account with full permissions.

13. How do I resolve login or access issues for caseworkers?

Caseworker logins require two-step authentication. If staff can’t access their accounts, confirm they’re using the correct username & that their permissions are active under Admin → Caseworker Management. Have them clear cache & use Chrome or Edge for best results.

14. How can I customize questionnaires, forms, & signatures?

Admins can modify client intake forms & questionnaires under Admin → Questionnaires & Forms. To create reusable templates, select New Form, edit questions, & apply custom digital signature fields. All edits auto-save & can be previewed before publishing.

15. How do I sync Outlook calendar or set up integrations like WhatsApp & e-Filing?

You can connect third-party apps under Admin → Integrations. For Outlook, log in & authorize access when prompted. WhatsApp requires an active business account, & e-Filing setup depends on your USCIS credentials. Contact support for regional setup guidance.