This guide provides general operational information for Canadian organizations. It is not legal advice, and it does not determine whether a specific document or process is legally appropriate.
A checkout is not a confirmed purchase
Document packs are one-time purchases. Leaving checkout, cancelling it or having payment refused does not add the purchased documents. Review your purchase history and payment result before trying again.
Check the balance and the message shown
If payment succeeded but confirmation is delayed, refresh Documents and billing and contact support with the purchase details if needed. Do not make repeated purchases just to force the balance to update.
Separate purchase problems from account restrictions
An empty balance stops new sends; it does not itself remove completed records or stop recipients signing requests already sent. Billing restrictions or workspace suspension are separate states: follow the actual message shown in the app. A universal seven-day grace period is not promised for every failed pack purchase.
A practical next step
Test the workflow with a non-sensitive document and your own test recipient. Check the current Help centre for step-by-step instructions and screenshots before using it for a real agreement.