Frequently Asked Questions

How do I minimise help boxes?

You can close a help box by clicking on the '?' icon again.

Why can't I move to the next screen when I click 'Next page'?

You won’t be able to move on until you have filled in all the compulsory fields. Please go back and make sure that all the compulsory fields have been filled in. If you have missed any information, ‘Required field’ will show next to the relevant section in red.

I’m working on the online questionnaire but realise I’ve made a mistake. How can I change it?

You can move back and forward through each page of the questionnaire by clicking the ‘Next page’ and ‘Previous page’ buttons at any time. You also have the chance to review everything you’ve entered before you pay for the document.

I have read my printed document and realise I have made a mistake. What can I do?

You can change documents for 30 days after you have created and paid for them.

Why do I need to read the guidance?

The guidance provides you with legal and general information about the document you are creating, so it’s vital you read this information as it applies to your situation. This will help you to limit the chance of making any mistakes and help you achieve the best result possible. All of our guidance is created and checked by legal experts, so you can rest assured that you are getting the best help you can. The guidance often includes handy explanations of terms, so you can check any legal or technical words that you may not be sure about.

How do I update my account?

If any of your personal details have changed, e.g. you have moved house or got married and changed your name, you can change your account details easily. On the ‘Document Hub’ screen, you will see ‘Your Account’ on the left-hand side of the screen. Click on ‘Your Personal Details’ and update your information there.

The email address you provide at the beginning when setting up your account is your unique user name and cannot be changed. Therefore, if you have a new email address that you want to use for these online documents, you will need to set up a new account.

How do I change my password?

On the ‘Document Hub’ screen, you will see ‘Your Account’ on the left-hand side of the screen. Click on ‘Change password’ and create your new password there.

How do I create a new document?

It’s easy. Once you have decided on the category and type of document you want to create (or searched for it using the ‘Document Search’ facility), click on the ‘Create New’ button to start building your document.

How do I report a problem?

You can email any technical problems to our team at legaldocumentsupport@lyonsdavidson.co.uk. We will look into the problem and get back to you as soon as possible.

Why can't I log in?

Check that you are using the right username (this will be your email address) and password. If you have forgotten your password, click the ‘Forgotten Password?’ button, enter your email address and click ‘Request Reset’. We will email you instructions on how to change your password.

If your user name and password are correct and you are still experiencing problems, check with your internet supplier whether there are any problems in your area. You should also check whether there are any problems with the device you are running the website on (e.g. your PC or phone). If these are all working fine, you can email us on legaldocumentsupport@lyonsdavidson.co.uk and we will reply to your question as soon as possible.

I don’t have time to finish my document. Will I have to go back and start again?

No. We understand that you may not always have the time to go through a questionnaire in one sitting and that sometimes you may not have all the information you need immediately to hand. That is why you can go back to the point you left the questionnaire at any time. This option will be available to you for an unlimited time unless we change or update the questionnaire, in which case you will be unable to go back to the point you left the questionnaire and will instead have to re-start the questionnaire.

I started working on a questionnaire but I can't find it. Where is it stored?

You can find all the questionnaires you have been working on recently by going to the ‘Document Hub’ screen. Click on ‘Your Recent Activity’ to get a list of all the recent questionnaires you have been working on.

I need help completing my document?

If there is something in the document itself you need help with, please refer to the guidance notes.

What happens if my circumstances change after I have completed a document?

That depends on the circumstances and the document. If something changes within 30 days of creating any document, then you can go back and change it for free. If something changes that will affect a document such as a Will or a Lasting Power of Attorney, for example, you may have to create a new document: the guidance you receive with every document explains whether this is likely to be necessary.

Why should I use you?

LD Online Documents is provided by Lyons Davidson Solicitors. Lyons Davidson Limited is a national law firm that has been providing trusted legal services to clients for more than 40 years. Innovation is the bedrock of our success. We have developed our own technology and we are proud of the service our experts offer in a wide range of legal areas, including:

• Wills and probate;
• Civil law matters e.g. consumer rights and neighbour disputes;
• Property law; and
• Employment issues.

All documents we provide as a part of this service have been developed, created and tested created by experts in their field.

What happens after I send my document?

At the end of each questionnaire we give you an indication of what is likely to happen next. As each person’s circumstance is unique, we cannot predict exactly what will happen. Therefore, any indication from us of what may happen next is for guidance only.

Can I see a list of questions that need answering before completing them?

You can look through all the questions in a ‘practice run’ to see if it is suitable for your needs. You do not have to pay for anything until you get to the very last screen. You can also look at a sample of the document before you start the questionnaire.

I have bought a document but don't want it anymore, what can I do?

Please read our Legal Documents Terms and Conditions for further information. You can find a copy of the Legal Documents Terms and Conditions within the email that you received with your document or by clicking here.

I can't find the document I am looking for, where can I find it?

If you have mislaid your copy of the document we emailed you, you can find a list of all the documents you have created and generated on the ‘Document Hub’ screen.

If you started working on a document but did not finish it, on the left-hand side of the ‘Document Hub’ screen, you will see ‘Your Account’ details: click ‘Your recent documents’ for a complete list of everything you have been working on. You can carry on working on those documents by clicking ‘Continue’.

You can also find a document by entering its name or part of its name in the ‘Search’ field on the ‘Document Hub’ screen.

I can't open the document I have been emailed, is there a problem with it?

Check that you have Adobe Acrobat or another similar PDF reader installed on the device you are trying to open the document with.