Protect a request with a PIN

Add a PIN and your client enters 6 digits before they see their requests. You give them the PIN yourself; it's never in an email.

Most requests open from your client's client link, so the PIN goes on that link and covers every request on it, even when opened from a request link. A request sent with its own link has its own PIN instead.

When to use a PIN

The private link is enough for most clients. Add a PIN when the documents are sensitive, or when an email could be forwarded or read by someone else. For example:

• Identity documents, such as a passport for an immigration case.
• Bank statements and payslips for a loan application.
• Papers for a legal matter, or anything your client would hate to see in the wrong hands.

With a PIN, someone who gets hold of the email or the link still can't open the requests.

Turn it on

1. 1

   On a client's link

   Open the client from Clients. In the Client link card, select Protect with a PIN. The PIN covers every request on the link.

2. 2

   On a request sent with its own link

   In the new request wizard, step 3 (Due date, message and reminders), tick Send with its own link, then Protect with a PIN. On a request you've already sent, select Edit, tick Protect with a PIN and save.

3. 3

   By default

   Owners and admins can go to Settings → Workspace, tick Ask for a PIN by default and select Save changes. A client's link then gets a PIN when it's created, and requests sent with their own link start with Protect with a PIN ticked.

GarnerDocs makes the PIN for you, so it's never a weak one like 123456. You can't choose your own.

Give the PIN to your client

• Client link: the Client link card shows PIN as ••• •••.
• Request with its own link: the details row under the request's title shows it.

Select Show to read it out, or Copy to paste it into a text message.

The emails tell your client they'll need the PIN you gave them. They don't include the PIN.

Generate a new PIN

If the PIN may have reached the wrong person, generate a new one:

• Client link: select New next to the PIN in the Client link card.
• Request with its own link: open the ⋯ menu (More actions for this request) and select Generate new PIN.

Confirm, and you'll see "New PIN generated". The old PIN stops working at once, and anyone who opened the requests with it has to enter the new one. Give the new PIN to your client.

Remove the PIN

Select Remove in the Client link card, or Remove PIN in a request's ⋯ menu, and confirm. You'll see "PIN removed". From then on, the link alone opens the requests.

What your client sees

When your client opens the link, they see Enter your PIN, with a note that your firm protected it with a 6-digit PIN and gave it to them separately. They type it in and select Continue. They aren't asked again in the same browser session. A client link's PIN works the same on its requests' own links: entering it on either unlocks both.

Too many wrong PINs

After 5 wrong PINs on a link, the next wrong one locks the link for 15 minutes, for everyone, whatever device or network they use. Your client sees "Too many attempts. Try again in 15 minutes", with your contact details so they can ask you for help.

You get a notification in GarnerDocs, and the activity records the lockout:

• Client link: the workspace owner is told.
• Request with its own link: the request's assignee is told, or the owner when nobody is assigned.

If your client simply mistyped it, check they have the right PIN. If you don't know who was trying, generate a new PIN.

Good to know

• Anyone on your team who can edit the client or the request can show, copy, generate or remove its PIN.
• Generate new link keeps the same PIN. To replace both, generate a new link and a new PIN. Reset a client link
• Duplicate gives a copy of a request with its own link its own new PIN.
• Preview client page never asks for the PIN.
• Your client still doesn't need an account or a password.