SwiftSend/SwiftView Document Delivery
Lost or forgotten password
My account is locked
Downloading documents
Email notification not received
Trouble connecting to the website
Account activation
Printer paper tray selection
SwiftView printer language/print method FAQ
When accessing a document, only the SwiftView toolbar is visible on the right with "0 of 0" pages
"Errors on page" when loading a SwiftView document on a SwiftSend website
How do I register my SwiftSend account
Not a recipient of these documents
Secret answer unknown
Lost or forgotten password
If you’ve clicked on your document pick up link and the system is requesting a password and you’ve forgotten yours, click on “Forgot Your Password?” link directly above the Sign In button. You will then be taken to a box that has a “Secret Question” and a block for your “Secret Answer”. This question and answer were set up during your initial registration. The answer you type in the block is case-sensitive and must match exactly the answer you typed in during that time. Once you’ve typed in the “Secret Answer”, press the “Send Email” button. A page will display stating that an email has been sent to you that contains a link allowing you to change your password. Once the email arrives, click on the “Change password now!” link and create a new password.
SwiftSend is designed to ask you for a password only if one has already been established. If you have never established a password, ensure that after you type in your email address, you press the “Enter” button on your keyboard and not the “Sign In” button in the Viewer Sign-In box.
A few moments after you press your enter button, the box will refresh and state that you must “Register Your Account”. Press on the red “Register Your Account” and you will be asked to create a password at that time.
My account is locked
SwiftSend accounts now lock after four failed attempts. Once the account is locked you have two options. The first option is to wait 15 minutes and the account will automatically unlock. You can then use the same password to access your account. Your second option is to click on the “Forgot Your Password?” link directly above the “Sign In” button. Once you have clicked the link, you will then be taken to a box that has a “Secret Question” and a block for your “Secret Answer”. This question and answer were set up during your initial registration. The answer you type in the block is case-sensitive and must match exactly the answer you typed in during that time. Once you have typed in the “Secret Answer”, press the “Send Email” button. A page will display stating that an email has been sent to you will contain a link allowing you to change your password. Once the email arrives, click on the “Change password now!” link and create a new password.
Downloading documents
To download your document, click on the link directly below the statement “Pick up your document here:” in the document delivery email. If required by your lender, you will then be taken to a sign-in page where you need to type in the email address at which you received the delivery email. Once you enter your email address, press the “Enter” button on your keyboard. If your lender requires a user sign in, it will then prompt you to type in your password. The password block is case sensitive. Once you’ve typed in your password, press the “Sign In” button.
Once logged in, you will then be taken to a screen that looks similar to an email inbox (or directly to a page with information about your document). The page will display the following fields: From (Sender of the documents), Subject, Received and Document (Document Title). Simply click on the underlined document name, or the button that reads, “Click here to View or Print Document”. Occasionally, to the right of that button, the lender may have opted for the document to be sent in multiple formats (i.e. PDF, Browser Only, SwiftView etc.). If the lender opted for those formats, they will display at this point. After making the format selection (if available), press the “Click here to View or Print Document” button. Your document will then download from the website and appear on your screen. The download time is determined by several factors including the speed of your Internet connection and the file size of the document. Once your document is displayed, you should be able to print the document. If the document came in the SwiftView format, you must use the “Print” button on the right side of the screen.
Email notification not received
If you click on the link in the email and nothing happens,
Sometimes the person sending the document has typed your email address incorrectly and has not seen the resulting bounced email. SwiftSend Tech Support cannot modify email addresses, therefore only the person sending the documents will be able to correct the address. Contact the sender to have them correct the email address from their Outbox. If they have trouble with doing so, ask them to call our tech support staff at 1-800-905-0939.
Other times, unknown to the document recipient, their company's email is temporarily down. In other cases, a "spam filter" has stopped the notification email. Ask your IT person about these issues.
If you have registered, then you do not need the email notification. You can go directly to the document site by clicking here or typing in loandocs.SwiftSend.com or loandocs.SwiftSend2.com or docs.SwiftSend.com into your Internet address bar. Use the “Sign In” button in the upper left corner of the screen. Just login and go to your Inbox to pick up your document.
Another possible reason that you did not receive the email is that the document may not have been sent through SwiftSend.
Trouble connecting to the website
There are several things you can try if nothing happens when you click on the link to login to SwiftSend/SwiftView.
Try copying the link from the email and then paste the link into the address bar of your Internet browser and press the “enter” button on your keyboard.
Try typing one of these websites in your address bar: loandocs.swiftsend.com, loandocs.swiftsend2.com, or docs.swiftsend.com and press “enter” on your keyboard.
Check and see if the site is already open in another window, but minimized. It may also be hidden behind another window.
Make sure you can get to other secure websites, for example, your online banking site. Also check to ensure that you have Internet access.
You can try to temporarily disable your firewall as it may be blocking access.
Close all of your Internet browser windows and try clicking the link again.
Trying these 6 troubleshooting techniques will get you into the site a majority of the time.
Account activation
When you try to login to SwiftView and receive a popup saying your account needs to be activated, it is referring to an email you should have received after registering your account. This email has a link that says “Activate Now”. Clicking this link will activate your account. If you cannot find this email, check your junk or spam folders in case the email is being filtered. If you still have not received the email after 30 minutes, call 1-800-905-0939 and we can manually activate your account.
Printer paper tray selection
When documents are printed on the wrong paper size, we call it a problem with paper tray selection.
Some of the symptoms of attempting to print on the wrong paper size are:
Pages cutting off (Usually because the printer is attempting to print Legal documents on Letter size paper).
Garbled/Overlapping print.
In some cases blank pages may come out of the printer.
Printer has paper size messages on the display, a blinking amber colored light, and/or nothing prints.
The most common causes of paper tray selection problems are:
When attempting to print both Letter and Legal size paper on a printer with only one paper tray.
Improper software configuration.
Improper printer configuration.
Possible solutions to try:
Check to make sure your printer has enough paper in the trays; the paper trays are set up correctly for the paper in them, and the printer is configured correctly in its control panel or software configuration utility (such as the HP ToolBox). If you are unsure, please check with your printer support, helpdesk, or IT Department for further assistance.
Check for proper software configuration.
If you have SwiftView installed, click on the “Print” button on the SwiftView toolbar on the right, and try changing print methods, and testing to see if it works. If you have only one paper tray or wish to print on only one size of paper, please see the section titled: “Configuring SwiftView” (below).
Configuring SwiftView.
Supported operating systems include Windows 2000/XP/Vista. Please note: SwiftView is currently not compatible with Macintosh, Windows 98, Microsoft Windows 95, or Linux.
For supported operating systems, you can install SwiftView for use with the eLynx and SwiftSend services here:
Configure SwiftView to print all documents on one size of paper (assuming the printer has enough of the chosen paper in the tray, and the printer hardware is properly installed/configured).
Open your package so that it is visible in the SwiftView viewer
Click on the “Print” button on the SwiftView toolbar on the right.
Make sure the correct printer is chosen at the top of the print window.
Choose “Fast Print” or “Windows Print” (slower method, but required by some printers).
Click on the “Options” button.
Select “Use the one size set in printer properties”.
Select “Simplex”.
Select “Enlarge/Reduce to fit”.
Select “all of the paper”.
Click “OK”.
Click on the “Properties” button.
Select the paper size you wish the documents to print on in the paper or paper quality tab (For some printers, you will need to go to an “Advanced” button or tab as well).
Click “OK” to go back to the main print window.
Click “OK” to print.
SwiftView printer language/print method FAQ
The printer’s language also referred to as the “print method” can be responsible for formatting issues, packages failing to go to the printer, disappearing, or “going into limbo”, garbled/overlapping print, etc.
When choosing a print method here are some guidelines:
Direct Print is fastest and most accurate, but requires a printer that can handle raw Printer Control Language (PCL) sent directly to it.
Fast Print uses the printer’s driver to “rasterize” (turn into a type of image) before sending to the printer. It is still pretty fast, and works with most printers that have two or more paper trays, but are not multifunction printers (copy, fax, scan, etc).
Windows Print is for printers that need software and all of the Windows subsystems to help them process print jobs and print them. Printers that typically need Windows print are usually high-end printers, multifunction printers (copy, fax, scan, etc), and low-end printers that usually have only one paper tray, and are software configured because they don’t have a control panel (only has blinking lights).
If your printer is experiencing odd behaviors, chances are that the print method you are currently using is incompatible with your printer, and you should try another print method.
When accessing a document, only the SwiftView toolbar is visible on the right with "0 of 0" pages
As long as you see the bar on the right with 0 of 0 showing, and there is no red X showing, this indicates your document is still loading. Your document is compressed, and you will not see any pages until your entire document has completed loading. Document sizes are typically 3MB to 5MB in size, but can be as large as 15MB or larger. Depending on your Internet connection, it could take an extended period of time.
"Errors on page" when loading a SwiftView document on a SwiftSend website
Add SwiftSend to your trusted sites
In your Internet Explorer browser, click on Tools, Internet Options. Then click on the Security Tab, and highlight the Trusted Sites Icon. Click the Sites button. Then add the following sites one at a time by typing them into the "Add this website to this zone:" box. Then click “Add”.
https://loandocs.swiftsend.com and https://loandocs.ss3.swiftsend.com and https://docs.swiftsend.com
Then choose "OK" or "Close" and then "OK" again. Then close all of your Internet Explorer windows and try to access your package again.
Disable Windows Vista's "Protected Mode"
In your Internet Explorer browser, click on "Tools”, "Internet Options" then click on the "Security Tab"
Uncheck the "Enable protected mode" box.
Then choose "OK" for the "The Current Security Settings will put your computer at risk" prompt.
Then choose "OK" or "Close", and then close all of your Internet Explorer windows and try to access your package again.
You may wish to repeat these steps to enable protected mode after retrieving your package.
Try restarting your computer
Get Current version of SwiftView:
Make sure you have installed the latest version of SwiftView by clicking here:
How do I register my SwiftSend account
Open the email that you received from the document sender. The “From” email address should be the senders email address. Once the email is open, click once on the underlined link below where it says “Pickup your document here:” which will include a message from the sender. Most of the time, it contains information about the document, like the borrowers name or a loan number. This link will take you to the website to register.
If for some reason the above link does not work, below it where it says “Doesn’t work?” is the full web address that starts with “https://” which will also take you to the website. Copy and then paste the whole web address from the email into the address bar of your web browser. Then press the enter button on your keyboard. Make sure you have any popup blocker programs disabled.
The website that the email takes you to will ask you for your email address. Type that in and then click press the “Enter” button on your keyboard. A new pop up box will appear where you should click on the “Register Your Account” link. The next page will contain the registration form.
When filling out the registration form, make sure every field is filled out. Type in your desired password in the “Password” box then retype it, in the “Confirm Password” box. Some lenders have specific requirements for the password; those are listed to the right of the password fields.
The secret question and answer are there so that you can request the password if you have lost or forgotten it later. You can change the default question to something more relevant if you like.
Once the registration form is completely filled out, click on the “Submit” button at the bottom of the page.
After the registration is complete, you will be asked to check your email for a new email to activate your account. The email will come from tech@swiftsend.com and will contain the web address that starts with “https://”. The subject will say, “Activate your loandocs account” and the email will expire in 7 days. If you don’t see the email, check any spam or junk mail folders you may have. Once you click on the link it will tell you “Your account is now active” and will let you log in by clicking on the “Sign-in now” link.
Not a recipient of these documents
First, check and make sure that the email address was typed in correctly. Were these documents forwarded to you? If so, you are not the original recipient. To resolve this, contact the forwarder to let them know that forwarding documents does not work. Then have them ask the document creator to add you as a recipient. Once that is done, you will get an email directly from the document creator, which will allow you to access the documents. If the documents were sent directly to you, then contact the document creator and verify the email address the documents were sent to. Some people have multiple email addresses that are delivered to the same Inbox. The document creator could have sent the documents to an alternate email address.
Secret answer unknown
If you do not remember your secret answer after clicking the forgot password link please contact Technical Support at 1-800-905-0939. After verifying some information Technical Support will send you an email that will allow you to change your password and update your secret answer.
