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FAQ

Short answers to common questions. If yours isn't here, check Troubleshooting or contact support.

Account and access

How do I change my password? From the profile drawer → My Profile → Password section. More in Your profile.

I forgot my password, what do I do? On the sign-in screen, Forgot password?. You receive an email with a reset link. More in Signing in.

Can I use ImmCase on my phone? Yes — it works in a mobile browser. The sidebar collapses automatically. Some functions (mass file upload, OnlyOffice editing) are more comfortable on a computer.

Do I always need Internet? Yes. ImmCase is web-based — no connection means no access. For offline work, download the specific documents you need beforehand.

Applicants and cases

How do I avoid duplicates when creating an applicant? Always search first by email, phone, and name before creating. If the search returns similar results, verify date of birth or passport. See Find duplicates.

Can an applicant have multiple open cases at once? Yes. Each case is independent. See Cases.

How do I close a case? Open the case → Edit → change Stage to Closed → fill Closing date and Outcome → Save.

Can I delete a case by mistake? Yes, but it's soft-deletion — an administrator can restore it from trash within the next 30 days.

Email and communication

Why doesn't an email auto-link to an applicant? ImmCase links by sender's email. If the applicant wrote from a different email than the one in their profile, it doesn't auto-link. Link it by hand from the email's detail.

How do I configure my email signature? Settings → My email account → Signature. More in Email client.

Why do my emails land in spam? Your IT administrator must configure SPF, DKIM, and DMARC in the domain's DNS. Without that, the client's email servers mark your messages as suspicious. See SMTP.

Documents and files

Where do uploaded files end up? In the applicant or case auto-folder. More in Auto-folders.

Can I upload a large file (over 50 MB)? By default, no. Ask your administrator to raise the limit or use WebDAV for large files.

How do I share a file with the client? From the file → Send by email (automatic attachment). Don't expose files directly to the client without going through a template.

IRCC and forms

Does ImmCase submit applications to IRCC for me? No. ImmCase helps prepare (fill forms, generate PDFs, organize documents) but the final submission you do yourself on the IRCC portal.

How do I know which IMM form version is current? ImmCase marks the active version when picking a form. Your administrator updates the catalog when IRCC publishes new versions. See IMM forms.

Can I electronically sign an IMM form? Depends on the form and IRCC. Some accept electronic signature, others require a physical one. Check current IRCC policy.

Permissions and configuration

Why don't I see a module my colleague sees? Permissions. Your role or profile doesn't have access to that module. Ask your administrator.

I'm an administrator, how do I add a new user? Settings → Users → Create. More in Users.

How do I automate a repetitive task? Settings → Workflows. More in Workflows.

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