Support - FAQs
They will receive an email and a text message on their phone, with clear and simple instructions.
You cannot send a request to a client who does not have a mobile phone.
Check the contact information for the client in Alpha Legal. If it looks correct, ask the client to check their Promotions folder if they are using a gmail domain, or their Junk/Spam folders on other types of domain. If there is still no email, contact Support on 0333 301 1010.
You can phone us 24x7 on 0333 301 1010 or use this form to get support.
Log in to Alpha Legal and go to “My Profile”. Go to the “Company Details” area and click “Create Company”.
When you have created the company, sign in to the company by selecting “Personal” and “Change Company”.
Click “My Profile” in the top right-hand corner. The Company Details screen is displayed where you can upload your logo and company information.
See also the "Companies and Groups" section of these FAQs.
Click your profile pic and then the "edit" button to enable you to upload your photo.
Watch this YouTube video to show you how: https://youtu.be/YJOA_3fBs8M
Ask your client to check their Spam, Junk or "Promotions" folder - sometimes emails from Alpha Legal go astray!
If your client's Internet upload speed is really poor, their phone may not upload the information (photos/videos) quickly enough for Alpha Legal.
If you think this may be a problem, ask your client to check their speed here: https://speed.measurementlab.net/
Sign in to Alpha Legal, go to the “Forms” tab and click on “Form”. In response to “Are you happy with the information received?”, click “Yes” then click the “Export” button.
Yes! Go to our registration page and choose "Free Trial" from the list of subscriptions.
When you register, we give you 50 free credits to use.
You can cancel your subscription at any time.
Yes! Contact support and they will be able to help.
Access your profile, choose your subscription, then view your payment history. You can view or download a VAT invoice for each payment made from here.
There are detailed instructions with screenshots here.
Log in to Alpha Legal and go to “My Profile”. Click the ellipsis icon (“...”) under the “Subscription” option and select “Change Subscription Plan”. Select your chosen plan.
Yes, you can cancel at any time.
You can also change plan whenever you want to take advantage of the features available in other plans.
Log in to Alpha Tracker and go to “My Profile” in the top right-hand corner. In the Subscriptions section, click the ellipsis icon (“...”) and select “Cancel Subscription” or "Change Subscription Plan".
Different client transactions cost different numbers of credits.
You buy credits online and use them as you need to.
The more credits you buy, the less they cost.
This depends on the level of ID you request.
A simple ID request will cost you 5 credits (at most, £1). A complex ID request costs 15 credits (at most, £3).
Alpha Legal has been built from the ground up to be secure.
All data is held in an encrypted form. All data sent and received by you and your client is encrypted.
We have subjected Alpha Legal to the most stringent security tests available.
There is more info here.
All servers are based in the UK.
Yes, all activities are conducted in accordance with the General Data Protection Regulation (GDPR).
The short answer is "it depends".
The slightly longer answer is "for as long as is reasonably necessary" and always strictly in accordance with our GDPR policies.
For example, if a subscriber terminates their subscription, we only store their documents long enough for the subscriber to take a copy of their documents before they are permanently removed.
If a client uploads documents to their vault, these documents will be kept securely until the subscriber deletes them or their subscription lapses.
No, we carefully monitor activity on the site and we regularly submit our site to the scrutiny of external penetration testing and security consultants.
In the event of a data breach or security incident in the future, all subscribers, clients and the relevant authorities (including the Information Commissioner's Office - the ICO) would be informed.
If you have more than one consultant within your company or group, how do you add them to your Alpha Legal account?
Watch this YouTube video to show you how to gain control of your consultants and save yourself money on your monthly subscriptions: https://youtu.be/iFe93MBF1x4
Once you have invited consultants or staff to join your account, you can set their "permissions".
Do you want every consultant to see every contact and client's details? Would you prefer to have a single credit bank for the company or do you want each consultant to buy their own credits?
Alpha Legal gives you complete control: https://youtu.be/iIdg8-ABZjg
Yes, we support data transfer from Countrywide's Legacy software and soon we will support transfer from Legacy Legal too.
The document must be shared as a PDF form. Before converting the file type to PDF, insert the following tags into the editable document:
#signature1#
#signature1_signed_date#
The document should look similar to this:
Signed by Mrs Test
#signature1#
Date
#signature1_signed_date#
Save the document as a PDF and upload it to Alpha Legal using the E-asysign method.
If your photo is blurry and key details can't be read, you will be asked to retake it.
Simply tap the upload button again and retake the photo. Take care to hold your device still as you take the photo.
Make sure the form of photographic evidence you have selected (eg driving licence or passport) matches the document you are photographing.
To change the photo, simply tap the upload button again and take a new photo of the selected document.
The photo of your document needs to be clear and complete.
Make sure the whole document will be captured in the photo, with no parts cut off, and take care to hold the device still as you take the photo.
If your Internet upload speed is really poor, your phone may not upload the ID quickly enough for Alpha Legal.
You can check your speed here: https://speed.measurementlab.net/
If, for example, the contact details for your client were incorrect or the client has sent incorrect information on an ID form, you can resend an ID form to your client.
Log in to Alpha Legal and go to “Forms” then search for the contact. A list of forms for that contact is displayed. Select the form that you want to resend. A preview of the form is displayed with the question “Happy with the information received?”. Click “No”, then “Return to Sender”, then “Resend Form”.
If you receive an advisory message regarding the clarity of an image or details not matching but you are happy with the information received, you can simply continue. But if you are not happy with the information, retake the image and try again.
You can use any of the following documents to validate the proof of address:
Note that two types of document are required for a Gold Standard ID form.
We would advise that you collate all required documentation in one place before starting the form submission to save you having to come back later and restart the process. Information which may be required is outlined within this 60-second YouTube video: https://youtu.be/Vbpz7-ICRCo
We would advise you to sign the form using a mobile device with a touchscreen which may be easier to use. If you are having difficulty doing this, then speak to your advisor - it may be that they do not require your signature on this occasion!
The photo needs to be a clear image capturing the whole of the front of your photocard driving licence.
Make sure the whole licence will be captured in the photo, with no parts cut off, and take care to hold the device still as you take the photo.
The date of birth that you enter must match that encoded in the driver licence number on the photo.
Check that you have entered your date of birth accurately and in the correct format (dd/mm/yyyy).
The photo of your passport needs to be a clear and complete image of your passport’s photo page.
In particular, the photo must capture the whole of the passport’s photo page, including the two lines of machine code at the bottom of the page.
Some Android apps (in particular) can open as "bubbles" on the screen. Chat windows, Messages, even WhatsApp can all do this.
If you've had a "bubble" window open, your camera may not have permission to open. Simply close all bubbles and restart your phone to clear the problem and start again.
If you have access to online banking, you can download a PDF bank statement. Either upload the PDF or take a screenshot of the area where your full name is present in the document and upload this as evidence instead.
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