Help and FAQ
We believe that MORE THAN Legal Service is a fast, simple and effective process. If you are looking for assistance on any issue associated with the website, we have the following list of frequently asked questions that should answer most of the queries you may have.
If you're looking for a particular legal document or legal information on a specific topic, you can search from the Menu or alternatively, you can get a full list of all available documents by clicking here.
Help and FAQ
Registration and logins
How do I register?
Go to the registration box and enter your unique Policy number (it should have been supplied to you by your provider). If you do not have a Policy number and believe you should have access to this service then please get in touch with your provider.
I have forgotten my username. What do I do?
Go to the site's login page. Under the login box you will see a 'Forgotten your username?' link. Click this link and you will be asked for the email address of the registered account. Note: this must be the email address that the account was registered with. If there is an account associated with that address then an email will be sent, and the account registered with that address will have its username shown in the email. Note: If there are multiple accounts associated with that email address multiple usernames will be shown in the email.
I have forgotten my password. Can you help?
If you cannot remember your password then go to the site's login page where you will see a 'Forgotten your password?' link. Click this link and you will then be asked for the username of the account and registered email address. Enter these details, and if they match a registered account, an email will be sent to the registered email address with details of a new temporary password. You can then go back to the login page and enter your username and the new password provided. You will then be asked to create a new password.
Legal review
What is Legal Review?
When you have completed your document you can submit it for online to our review team for legal review, at no extra cost. One of our highly trained legal experts will check your answers and make sure your document meets your legal needs. They may get in touch to clarify some points if required.
How do I send my document for review?
Go to the 'My Documents' page, find the document that you want to submit for review and once you have answered all questions, click on the 'Send for legal review' button.
How do I print my document after the review is finished?
When the document review is finished you will get an email letting you know it is ready. You can then go to the 'My Documents' page and click the 'Download' button next to the returned document. This will display a small window with the choices of 'Download to Word' (if available) or 'Download to PDF'. Choose the format you want and save the file to your computer. You can then print it out like any other document.
How long does it take?
It normally takes three working days or fewer (though it can take longer at busier times) for our reviewers to either return the document to you as approved, or to get in touch to ask for more information they need to complete the review.
Legal helpline
When is the legal advice helpline available?
The hours of operation of the helpline can be found on the 'Contact us' page
How much does the helpline cost?
The legal helpline is included free with the service, there are no hidden costs.
My Documents
I have lots of the same type of document, how can I tell which one is which?
If you have more than one of the same type of document saved to your account, it can be difficult to tell at a glance which one is which. To fix this issue, you can 'Rename' your document on the 'My Documents' page, making it much easier to tell which document is the one you need.
How do I delete a document?
You can delete a document from the 'My Documents' page using the 'Delete' option. This moves the document to the bin and clears up your workspace. You can restore any documents in the bin to the active folders that have been moved there by mistake. If you want to permanently delete the documents you can 'Empty' the bin.
Note: Once the bin has been emptied, the documents that were in it will be permanently removed and cannot be restored.
Note: you cannot delete a document that has been reviewed by our team
How do I print my document?
Once you have logged into the website, go to the 'My Documents' section of the website and open the folder containing the document. All the documents contained within the folder you have opened will be shown on the right. Go to the document you want to print and click on 'Download'. This will open the document as a PDF or Word file which you can either save or print.
If you do not have a printer at home, try asking a friend or family member to borrow theirs. Alternatively, you could visit a library or office supply store that offers printing facilities and get it printed there.
Either log into the service at their place and print from there, or you can download (save) the document to a memory stick or your device, take that with you and print from there.
Can you post me the finished document?
Unfortunately, this is not a service we offer. For more help printing your document please refer to 'How do I print my document?'.
I have made some changes to my document by mistake, is there any way to get rid of them?
Yes, you can update the answers in your document by editing the document from the 'My Documents' page. From there you can use the progress bar at the top of the screen to move between different groups and change any answers you want.
The only times you will not be able to change your answers are if they are with our team for review or once the document has been approved by our legal team.
Why is my document being downloaded with 'Draft' written across it?
The 'Draft' watermark shows that the document is not ready to download. This could be because it needs to be reviewed by our legal team before it can be downloaded. If you think you should be able to download a version of your document ready for signing, please contact us.
General
Can you post me a blank form for me to fill in?
There is no form for us to post to you because the online questionnaire records all the information you would put in a blank form while also drafting the document with the correct clauses and wording in 'real time'.
We understand people like to see what they are doing as they go along, so you will see a preview of your document being drafted. You answer questions on the left-hand side of the screen, and the document is drafted on the right, so you can see when you type in an answer how that affects your document.
The system is really easy to use and if you get stuck, there is a customer support team that can help answer any questions you may have. Just visit the 'Contact us' page to get in touch.
Note that the support team cannot give legal advice or legal guidance, they provide technical assistance only.
How can I get in touch regarding an issue?
The 'Contact us' page has various contact methods listed that you can use to contact us.
I have deleted an email that you have sent it, can you resend it?
While we can resend some emails (you can request this by contacting our Customer Services Team), most of the emails sent to you can be seen by visiting the 'Correspondence' page.
Note: This will not include password reset emails.
Can I organise My Documents?
Yes, you can create folders on the 'My Documents' page and drag the documents into them to organise them. You can then access all the documents in the folder by selecting it from the navigation table on the left side.
Note: due to device limitations, you won't be able to drag documents on mobile devices but there will be a 'folders' link that you can use instead.
Are there document-specific FAQs?
Many of our documents include detailed 'Guidance notes', that answer many questions that are usually asked about the document. You can access these 'Guidance notes' either from the 'Guidance note' tab when you have the document open, or from a link associated with the document in the 'My Documents' page.