Quick answers to the questions NetDocuments administrators ask us most. Where a task needs step-by-step screenshots, each answer links to a full walkthrough. For anything urgent, the NetDocuments support number and live server-status links are right below.

Support & Server Status

Clients & Matters

How do I add a new client or matter?

In the Admin area, go to Profile Attributes, open Client (or Matter), and add the new entry — you usually only need a Key and a Description. One important check first: if your firm uses legal practice management or accounting software linked to NetDocuments, add the client or matter there and let it sync, so you don’t create duplicates. You must be a repository administrator to do this. See the full guide →

How do I change a client or matter ID?

Client and matter IDs are changed in the Admin area under Profile Attributes. Because the ID is the key other records point to, review it carefully before changing it. See the full guide →

How do I change a client or matter description?

Go to Admin → Profile Attributes, open the attribute you want to update, edit the description, and click Save. If your client and matter data syncs from another system, change the description there instead — a description edited directly in NetDocuments will usually be overwritten on the next sync. See the full guide →

How do I delete a client or matter?

Clients and matters are removed from the Admin area. Confirm nothing active still needs to file to it first. See the full guide →

Documents & Doc Types

How do I add a new document type?

In Admin → Profile Attributes, open Doc Type and click Add Doc Type. Doc types apply to the whole cabinet, so keep the list intentional rather than adding one-offs that clutter the picklist. See the full guide →

How do I roll back a document?

NetDocuments takes a daily snapshot of each document and keeps about 30 of them, so you can recover a previous state even when no manual versions exist. Go to Admin → Cabinet, choose Rollback, enter the Document ID, pick a snapshot, and click Rollback. This overwrites the current document, so confirm you have the right one first. See the full guide →

How do I find a Document ID?

Every document in NetDocuments has a unique ID you’ll need for tasks like rolling back a document. See how to find it →

A doc type filter is missing in a workspace — how do I fix it?

A missing doc type filter usually comes down to the workspace filter configuration rather than missing documents. See the full guide →

Users & Access

How do I add a new user?

Creating the user record inside NetDocuments takes only a few steps in the Admin area under Users & Groups. For a new hire, though, that’s just one piece — licensing, email and SSO setup, and IT provisioning all have to happen too. Start with the full process in The Definitive Guide to Adding a New User, or jump straight to the in-app creation steps if that’s all you need.

How do I remove a user?

In the user list, check the box next to the user and click Delete. You won’t lose any data — their documents and history stay in NetDocuments, and the activity logs still show what they created or modified. If someone is replacing them, screenshot the departing user’s group assignments first so you can mirror them onto the new user. See the full guide →

How do I make a user a repository administrator?

Go to Admin → Users & Groups, double-click the user, click Edit, change the admin level from None to Full, and Save. Repository administrator is full access, so keep the number of full admins small and grant it deliberately. See the full guide →

What’s the difference between a Repository Administrator and a Cabinet Administrator?

A repository administrator has full control over the entire repository — users, security, cabinets, and settings. A cabinet administrator has admin rights limited to a specific cabinet. Match the role to what the person actually needs to manage. See the full explanation →

How do I increase my number of NetDocuments users?

In Admin → Information and Settings, increase the Internal Members count and Save. Keep in mind this adds licensed seats and increases your NetDocuments bill, and reductions typically don’t take effect until your renewal — so add only the seats you need now. See the full guide →

Billing & Support

How do I update my billing information?

Billing details are managed directly in NetDocuments rather than in the admin console. See NetDocuments’ billing instructions →

I have a NetDocuments tech issue — who do I call?

Call NetDocuments support at 801-226-6882, Option 2. You can also check the US and Canadian server-status links at the top of this page to see whether the issue is on their side.

Need a Hand From a NetDocuments Specialist?

If you’d rather have an expert handle it — or you’re weighing a bigger change like a migration, security review, or workspace redesign — Optiable has helped hundreds of law firms get the most out of NetDocuments since 2010. Schedule a consultation or get in touch with our team.