Support Center
Get help with DocuHatch and find answers to common questions
Need Help?
Our support team is here to help you with any questions or issues.
We typically respond within 24 hours
Login Issues?
Having trouble accessing your account? Try these troubleshooting steps.
Common Issues & Solutions
1. "Invalid email or password" error
- Double-check your email address for typos
- Ensure Caps Lock is off when entering your password
- Try copying and pasting your password to avoid typing errors
- Use the "Forgot Password" link to reset your password if needed
2. Not receiving password reset emails
- Check your spam/junk folder for emails from noreply@docuhatch.com
- Add support@docuhatch.com to your email contacts
- Wait 5-10 minutes - emails can be delayed
- Verify you're using the correct email address associated with your account
3. Account locked or access denied
- Your account may be temporarily locked after multiple failed login attempts (security feature)
- Wait 30 minutes and try again, or use the password reset option
- Contact your organization's administrator if you're using a team account
- Ensure your account subscription is active and hasn't expired
4. Browser or connection issues
- Clear your browser cache and cookies, then try again
- Try logging in using an incognito/private browsing window
- Disable browser extensions that might block authentication
- Try a different browser (Chrome, Firefox, Safari, or Edge)
- Check your internet connection is stable
- If using a VPN, try disconnecting and logging in again
5. Redirect loops or constant password prompts
- This can occur if your IP address changes frequently (e.g., VPN switching)
- Try staying connected to the same network throughout your session
- Clear browser cookies specifically for docuhatch.com
- Ensure third-party cookies are enabled in your browser settings
Security Features in Effect
DocuHatch uses enterprise-grade authentication to protect your account. After several failed login attempts, accounts are temporarily locked for security. Multi-factor authentication (MFA) may be required for certain accounts. All login activity is monitored and logged for compliance.
Still Can't Log In?
Our support team is ready to help you regain access to your account.
Email Support for Login HelpInclude your email address and a description of the issue you're experiencing
Frequently Asked Questions
How secure is my data with DocuHatch?
DocuHatch uses bank-grade 256-bit SSL encryption to protect all data in transit and at rest. We're GDPR compliant with regular third-party security audits. All TIN (Tax Identification Numbers) are tokenized using advanced encryption, ensuring sensitive information is never stored in plain text.
How do I invite contractors to submit W-9 forms?
You can invite contractors individually by entering their email address in the dashboard, or upload a CSV file for bulk invitations. Each contractor receives a secure, personalized link to complete their W-9 form. The system automatically tracks submission status and sends reminders.
Are the electronic signatures legally valid?
Yes, our electronic signature system is fully compliant with the ESIGN Act and UETA. Each signature includes cryptographic verification, IP address tracking, and timestamping to ensure legal validity and non-repudiation.
Can I export data for 1099 preparation?
Absolutely! DocuHatch provides comprehensive export functionality with CSV formats optimized for 1099 preparation. You can filter by tax year, verification status, and other criteria to get exactly the data you need for filing.
What happens if a contractor makes an error on their W-9?
You can reject W-9 submissions that contain errors, and the contractor will be automatically notified with specific feedback. They can then resubmit a corrected form using the same secure link. All changes are tracked in the audit trail.
How does TIN verification work?
DocuHatch automatically validates Tax Identification Numbers against IRS databases in real-time. This helps catch errors early and ensures compliance. The verification status is clearly displayed in your dashboard.
Can multiple team members access our account?
Yes, DocuHatch supports role-based access control. You can invite team members and assign specific permissions (Admin, Manager, or Viewer roles) to control what each person can access and modify.
How long is data retained?
W-9 forms and related data are securely stored for the IRS-required retention period. You can configure retention policies based on your business needs, and we provide secure data deletion when documents are no longer needed.
What if I need help getting started?
We provide comprehensive onboarding support including setup assistance, best practices guidance, and training resources. Our support team is available via email to help you get the most out of DocuHatch.
Is there a free trial available?
Yes! DocuHatch offers a 14-day free trial with access to all features. No setup fees or long-term contracts required. You can cancel anytime during the trial period with no obligations.