1-10 Frequently Asked Questions: Top 10 Support Topics
1. Client portal access — clients replying to automated emails
Q: My client replied to a Glade notification email but the legal team never received it. Why?
Glade sends automated notification emails to clients when tasks are assigned, documents are requested, or case updates occur. These emails come from a no-reply address — replies do not reach your legal team.
What to tell your client:
"You're replying to an automated notification. To reach your legal team directly, log into your client portal and use the Case Chat."
How clients access their portal:
Your firm's client portal URL follows this format: https://app.glade.ai/[your-firm-slug]/user-profile
From the portal home screen, clients can use Case Chat to message your team directly. All messages sent through Case Chat go straight to your team in Glade.
2. Bankruptcy schedules — importing & data population
Q: I imported questionnaire data into the schedules but some fields are empty. Why?
Data only imports from sources that are fully completed. If the credit report, client questionnaire, or pay organizer is still in progress, that data will not import.
Q: How do I manually import data into the Schedules Questionnaire?
Open the Bankruptcy Schedules Questionnaire task
Click the 3-dot menu (upper right corner)
Select Import data from client questionnaire or Import data from pay organizer
⚠️ Importing overwrites any manual edits already in the schedules. To refresh a single field only, use the re-run autofill button on that specific field instead.
Q: The page crashes when I try to import. What do I do?
Try a hard refresh (Cmd+Shift+R / Ctrl+Shift+R), clear your browser cache, or try a different browser (Chrome recommended).
📖 How to Import Document Data into Bankruptcy Schedules
📖 Bankruptcy Schedules Builder Overview
📖 Fixing Page Crashes
3. Credit report — pulling, re-pulling & approval status
Q: The credit report still shows "client has not yet approved." What does this mean?
This appears on B2C (Business-to-Consumer) credit report pulls. The client has not yet approved the pull from their client portal. The approval task appears as an active item on their portal home screen.
Common reasons it stays unapproved:
Client is logging in with the wrong email
Client needs to reset their password
Client is logging into
glade.aidirectly instead of their firm's portal URL
Q: The credit report data isn't flowing into the questionnaire.
Confirm the credit report status shows as completed (not just pulled). If it's stuck, contact Glade support with the workflow link — this may require a dev-side reset.
Q: I need to re-pull an outdated credit report.
Re-pulling requires Glade support to reset the credit report on the backend. Contact us with the client's workflow link and we'll handle it.
4. Income organizer — paystub reading & YTD calculation
Q: The income organizer won't read a paystub. What should I check?
Confirm the file is a PDF (not an image or JPEG scan)
Try re-uploading the paystub
If AI extraction fails, you can enter the values manually in the Pay Table
Q: Income data isn't flowing into Schedule I or Form 122A-1.
If the schedules were opened before the pay organizer was completed, data won't auto-import. Fix it manually:
Open the Bankruptcy Schedules Questionnaire
Click the 3-dot menu → Import data from pay organizer
Q: What's the difference between the Schedule I Calculator and Means Test Calculator?
Schedule I Calculator — updates in real time as you edit the Pay Table. Values flow directly into Schedule I.
Means Test Calculator — analyzes the last 6 months of included income. Click Calculate to run it. Values sync to Form 122A-1.
Use the blue checkboxes in the "Include in monthly totals" and "Include in Means Test" columns to control which pay lines feed each calculator.
📖 Collecting Paystubs (Income Organizer)
📖 How to Add Income Organizer for Debtor 2
🎥 Schedule I Calculator video
🎥 Means Test Calculator video
5. Billing & invoice confusion
Q: My client sees a balance but hasn't signed the fee agreement yet. Do they owe money?
No. The invoice is a placeholder. Your client does not owe anything until they sign the fee agreement. You can tell them: "The invoice is there if you decide to move forward — no payment is due until you sign the agreement."
Q: The invoice shows the wrong chapter (e.g., Chapter 7 instead of Chapter 13).
Contact Glade support with the workflow link and the correct chapter. This requires a backend correction.
Q: A client's payment method is being declined. What do I do?
The client needs to log into their portal and re-add a valid payment method. If the card has been flagged on Stripe/Confido's side, retrying will not fix it — a new card is required.
📖 Refunding Payments
📖 How Glade's Payment Fees Work
📖 Collecting Payment on Invoices
6. Workflow switching — Chapter 7 ↔ Chapter 13
Q: How do I switch a client from Chapter 7 to Chapter 13 (or vice versa)?
📖 How to Switch a Case Between Chapter 7 and Chapter 13
Important notes when switching chapters:
The Means Test form changes (122A-1 for Ch. 7, 122C-1 for Ch. 13) — verify the correct form is present after switching
Re-import data from the pay organizer after the switch to ensure Schedule I and the Means Test populate correctly
If a joint filing was involved, confirm both debtors' data carried over
7. Document checklist — required items, uploads & rejection
Q: Does every item on the document checklist have to be uploaded?
All items are required by default. However, if a document is unavailable, a firm team member can mark that item as Optional — this allows the client to submit without it.
Q: How do I reject a document and ask the client to re-upload?
Open the document request in the client's workflow
Click the file to open it
Click Reject and enter a rejection message explaining what's wrong
The client is notified and prompted to re-upload
Glade's Document Intelligence also auto-rejects obviously incorrect, blurry, or expired documents with a plain-language explanation to the client — no team action required.
Q: Can I mark a checklist item as optional?
Yes. Open the document request → click the item → toggle it to Optional.
📖 How to Update Document Checklists
📖 Collecting Documents
8. Editing contact/spouse email on a client profile
Q: How do I update a contact or spouse email address?
Open the client record
Click the spouse or secondary contact to open their contact card
Click the 3-dot menu (top right of the contact card)
Select Edit contact
Update the email and save
Q: I'm getting an "email already taken" error when editing.
This means the email is associated with another record in Glade — even if it doesn't appear in your contacts. Contact Glade support with the client name and workflow link and we'll resolve the conflict on the backend.
📖 Edit or Update a Spouse/Contact Email
9. Appointment scheduling — rescheduling & signing appointments
Q: My client replied to a booking confirmation email to reschedule. Will we receive it?
No — booking confirmation emails are automated. Direct your client to use Case Chat in their portal to request a reschedule, or contact your firm directly.
Q: A signing appointment shows as "canceled" in the workflow even though it was rebooked on the calendar.
This is a known sync issue. Contact Glade support with the workflow link and the correct appointment date/time and we'll correct it.
📖 How to Connect and Sync Your Calendar in Glade
📖 Reschedule an Appointment
10. Amended filings — case number, forms & selective download
Q: How do I populate the case number on amended forms?
Enter the case number in the Case Identification section of the Schedules Builder. It will auto-populate across all forms.
Q: How do I mark the amended box on a form?
📖 How to Mark the "Amended" Box When Filing an Amended Form
Q: How do I download only specific schedules for an amendment?