Help and support

Free onboarding call

Every new firm gets a free one-on-one call to set up the workspace: your profile and representative details, hours and calendar, services and payments, and your first file. Moving from another system? Send us your client list as a CSV or spreadsheet and our team imports it for you at no charge.

How to contact us

Email the address below to reach support. Guides for adding and removing connected apps, including Zoom, are on the documentation page.

Support hours

Monday to Friday, 9:00 a.m. to 5:00 p.m. Eastern Time (Montreal). Closed Saturday and Sunday.

First response

We reply within 48 hours.

Getting started

Your firm gets 30 days free from the moment you create it, with no credit card. Setup takes a few minutes.

1. Create your account, then choose the modules your workspace needs. Immigration gives you Clients and Files.
2. Name your firm and accept the data processing addendum.
3. Follow the welcome checklist: your profile, representative details for IMM 5476, weekly hours, calendar, meeting tool, a first service, payments, and your team. You can skip any step.
4. Create your first file from Home.

Anything left on the checklist stays on Home until you finish it, and you can reopen the walkthrough from there.

Clients and files

A client is a lasting record: identity, contact details, notes, current immigration status, and important dates. The same client record follows them across every file they belong to. A file is one application or engagement. Choose the program and add the people on it in one screen. Each file gathers its IRCC forms, document requests, bookings, payments, contract, notes, and messages. Every person on a file is asked for a passport and photo by default; add other document requests when the file needs them. When a client uploads, approve or deny each document. A denial emails the client your comment and a link to upload again. Closing a file starts its six-year retention period (see Data export and deletion).

Client portal

Invite a client to the portal from their file. They sign in with the email on the file and their own password, and you can also let clients sign in with Google or Microsoft. Portal users are free and never take a seat. In the portal, clients answer the questionnaire, upload requested documents, sign contracts, pay what they owe, see their appointments, and message your team securely. If a retainer is waiting on a file, the portal stays locked until the client signs it. From the portal’s Security page, clients can download a copy of their information or send your firm a deletion request. Your firm’s privacy contact receives the request; because of the CICC retention period, the file is not erased right away.

Booking and payments

Clients book consultations on your public booking page. It only offers the services you add, inside the hours you publish.

1. Under Settings → Calendar, set your weekly hours and connect Google Calendar or Outlook, so bookings land in your calendar and outside events block those times.
2. On the same screen, choose Google Meet, Teams, or Zoom so every booking gets a join link.
3. Add a service with its price and a description in each language you serve. Only active services appear on the booking page. Admins manage services.
4. Under Settings → Payments, connect Stripe or Square (one at a time) so clients can pay when they book.
5. Share your booking page, or send a one-time booking link from a file. One-time links work once and expire after 7 days.

For each service you can allow pay-later bookings with up to three reminder emails, set an urgent price, and attach a contract or a booking form. On a file, you can split the bill into named payments, each with its own pay link. Dossierly takes no cut of client payments; Stripe or Square charge their own fees.

Contracts and e-signature

Write each contract template once per language you serve, and insert variables (client, booking, and form details) where they belong. Attach a contract to a service and it is emailed for signature when a client books. The client signs first; you then countersign by hand, or turn on auto-sign to apply your saved signature. To send a contract without a booking, such as a retainer, open Contracts and send it to anyone by email. Each signer gets a personal link. Linking the contract to a file fills in the file’s details and files the signed copy with its documents. A retainer on a file keeps the client’s portal locked until they sign.

IRCC PDF forms

Dossierly fills 23 IRCC forms, in English and French, from one questionnaire per file.

1. Open a file. Its program decides which forms it needs.
2. Invite the client to the portal to answer the questionnaire, or fill it in yourself.
3. Review and correct the answers. For the IMM 1294, validation flags answers that don’t fit together.
4. Download the filled PDFs and check them before you submit to IRCC.

IMM 5476 (Use of a Representative) is filled from the assigned representative’s profile, so enter your CICC details in your account settings. IRCC wants a few answers handwritten, and Dossierly reminds you when it generates those forms. Settings → IRCC forms shows which edition of each form we fill and the result of our weekly check against canada.ca. Dossierly never submits anything to IRCC; your firm does. Coming soon: Dossierly for IRCC, a Chrome extension that fills IRCC’s online representative portals from a file. You preview and apply each page yourself; it never submits.

Team and roles

Invite staff from Settings → Team and give each person a role: • Owner: one per workspace. Has every admin right, and alone can transfer ownership or delete the workspace. • Admin: manages settings, invitations, services and contracts, and the audit log, and can destroy files once their retention period ends. • Member: works every client file in the firm, and can delete what they created. • Accounting: sees the Finance module (when your workspace has it), not immigration files. After the trial, each licensed person is a paid seat. During the trial you can invite as many people as you need. Invitations never change billing on their own: add a seat first, or invite someone as unlicensed so they take no seat. Staff can turn on two-factor authentication for their own sign-in, and admins can require it for all staff in Settings → Compliance.

Billing and the trial

The trial lasts 30 days from when you create your firm, with no credit card, and we email you reminders along the way. Subscribe from Settings → Billing, monthly or yearly (2 months free). You pay for the first staff user and each extra licensed seat; clients and files are unlimited. If nobody subscribes by the end of the trial, the workspace becomes read-only: everyone can still sign in, view, export, and delete, but creating and editing are blocked until someone subscribes. Nothing is deleted automatically. You can cancel from Settings → Billing. You keep full access until the end of the period you paid for; after that, the workspace becomes read-only in the same way.

Data export and deletion

Your data can leave with you at any time: • Client export: admins can download a JSON copy of a client’s personal information from the client’s page, including identity, notes, questionnaire answers, forms, document metadata, bookings, and payments. It also answers access requests. • File export: download a file as a ZIP from its edit page, with the file’s details, each client’s record, questionnaire answers, filled IRCC PDFs, and uploaded documents. Client and file exports are recorded in the audit log. Closed files (closed by staff or on a final decision) are kept for six years, as the CICC requires; after that, an admin can destroy a file, and the destruction is recorded in a destruction register. The owner can delete the whole workspace from Settings after confirming they hold a backup that meets College requirements, or you can email privacy@dossierly.ca and ask us to delete it.

Still stuck?

Email us what you were trying to do and what you saw. Screenshots help, but please don’t send client documents by email.