Frequently Asked Questions Find answers to common questions
Comprehensive answers to common questions about our support services and client systems.
Support Desk
How do I check the status of my support ticket?
Enter your ticket ID and email address on our Check Ticket Status page. You'll also receive an email notification whenever a response is posted to your ticket.
Can I update my support request after submitting it?
Yes. Open the ticket from the Check Ticket Status page and reply directly; anything you add is posted to the existing ticket so all correspondence stays in one place.
What information should I include in my support request?
The more specific, the better: a clear description of the issue, any error messages you've seen, the steps you took just before the problem occurred, the property or file involved (if relevant), and the browser or device you're using.
How do I request access to a property?
Choose Property Access Request when creating a ticket, or jump straight there with this link: Submit a Property Access Request. Provide the property name, your relationship to it, and any additional context that helps us verify your permissions.
Signing In & Access
How do I sign in to the Client Dashboard?
Visit https://www.ajjcs.net/clients and choose Sign In to the Client Dashboard. Enter the email address that has been granted access, along with your password. See the Signing In & Accessing Properties tutorial for a full walkthrough.
How do I get access to a property?
Access is tied to your email address. A current Manager for the property can add your email directly — this is usually the fastest option. If you don't know a Manager, submit a Property Access Request and we'll verify your relationship to the property before granting access.
What happens after access is granted?
If this is the first time your email has been added to a property, we'll email you sign-in details for a new account. If you already have an account, the newly added property will appear automatically the next time you sign in.
I forgot my password.
Use the Forgot Password link on the sign-in page to receive a reset email. If you don't see the email within a few minutes, check your spam folder. Still no luck? Submit a support ticket and we'll help.
I signed in, but a property I expected is missing.
Confirm you're using the exact email address that was granted access — access is tied to the specific address, not the whole domain. If the property still doesn't appear, ask a Manager to add your email or submit a Property Access Request.
Can I use more than one email address for the same account?
Each email address is its own account on the dashboard. We recommend choosing a single email and using it consistently across every property you have access to. If you need to switch to a new address, a Manager can add the new one and remove the old one, or you can submit a support ticket for help.
Client Dashboard
How do I change my Client Dashboard password?
Sign in, open Your Profile from the top quick-actions bar (or the left sidebar), and click the Password button in the top-right corner — or the Change Password row under Quick Actions. Enter your current password, your new password twice, and save. Full steps are in the Changing Your Password tutorial.
What are the password requirements?
At least 8 characters (12+ recommended), with a mix of uppercase and lowercase letters, at least one number, and at least one special character. Avoid personal information and common patterns like Password123!.
How do I switch between properties?
When your email has access to more than one property, a Property dropdown appears on the dashboard. Use it to focus a table on a single property or switch back to All Properties. The Checking on Files tutorial shows where to find it.
Does the dashboard work on my phone or tablet?
Yes — the dashboard is responsive and works in modern mobile browsers. For large uploads we recommend a stable Wi-Fi connection and keeping the browser tab open until the upload completes.
File Uploads
What file formats and sizes can I upload?
PDF files only, up to 40 MB per file and up to 50 files in a single upload session. Word documents, spreadsheets, and images should be exported to PDF first. See the Signing In & Uploading Files tutorial for the full upload walkthrough.
How do I know my upload finished successfully?
When an upload completes you'll see a confirmation message (for example, "Successfully uploaded 3 file(s)"). The file will appear at the top of the Uploaded Files table with a yellow Pending badge — that's your confirmation we received it.
My upload was rejected — what happened?
The most common reasons are a non-PDF format or a file larger than 40 MB. Save or export the document as a PDF and try again. If a PDF is oversized, try flattening it or splitting it into smaller files. A red error message during upload will usually tell you why.
The upload button is disabled — why?
A disabled upload button with a lock icon means your access to that property is Read Only. Ask a Manager for the property to raise your permission level to Support or Manager, or submit a support ticket for help.
Can I view or delete a file I've uploaded?
For security, files cannot be opened or modified after they've been uploaded. If a file was uploaded in error, you can remove it using the Delete option inside the file's details panel — you'll be asked to provide an optional reason before the delete is confirmed.
File Review & Notes
What do the Pending, In Review, and Completed statuses mean?
Pending — the file is in the queue and hasn't been picked up yet. In Review — a reviewer is actively working on it. Completed — the review is finished. If your account has File Review Results enabled, the outcome will appear in the File Review Results card.
What does "See Findings" mean in the Eligible column?
It means the reviewer identified items that need follow-up before a final determination — typically missing paperwork or clarifying questions. Click View on the review to open the details and see exactly what's needed.
How long do file reviews typically take?
Most files move through initial review in 1–2 business days, followed by detailed analysis over another 1–2 business days. Complex households or missing paperwork can extend the timeline. If a file has been Pending longer than expected, check the Timeline tab in the file's details panel first — there may already be notes that explain the status.
How do I add a note to a file?
In the Uploaded Files table, click More ▼ for the file, open the File Details & Notes tab in the slide-in panel, then click Add Note. The Adding Notes to Files tutorial has examples.
Will my note guarantee a reply from the reviewer?
Notes provide context but don't trigger alerts. Reviewers read them when they pick the file up, but they won't necessarily respond. If you need a direct answer, submit a support ticket referencing the file — that guarantees someone responds.
What should I send for review?
Our What to Send for Review tutorial covers the specific documents we look for during each type of review. Submitting a complete set the first time is the biggest thing you can do to speed up the process.
User Management (Managers)
What are the permission levels, and what can each do?
Manager — full access for a property, including adding or removing users and granting permission. Support — can upload files and manage day-to-day content but can't change user access. Read Only — can see files and reviews but can't upload, edit, or change anything.
I'm a Manager — how do I add another user?
From the dashboard, open User Management (only visible to Managers), click Add User, enter the person's email, choose a user type and default permission level, and pick which of your properties they should have access to. The new user will receive an email with sign-in details the first time their email is added to any AJJCS property.
How do I remove someone's access?
In User Management, click Edit next to the user and remove the properties or permissions you want revoked. To remove the user entirely from your managed list, use the Remove Managed User option — you'll be asked for an optional reason, which is logged for audit purposes.
Can I reset another user's password?
Yes. In User Management, open the user's row and choose Reset Password. A new temporary password will be emailed to them; they can change it after they sign in.
Technical Requirements
What internet browsers do you support?
We support all modern browsers: Chrome, Firefox, Edge, and Safari. Internet Explorer is no longer supported — please switch to one of the browsers above if you're still using it.
Do I need any special software to upload files?
No. Everything runs in your browser — there's nothing to install. For best results, upload from a computer or tablet on a stable internet connection, and keep the browser tab open until the upload finishes.
Still Need Help?
Can't find the answer you're looking for? Our support team is here to help.