I can't download my document
A few common causes and how to fix each.
1. "The download link does nothing when I click it"
Most likely: - Pop-up blocker is stopping the download - Browser extension is interfering
Fix: - Try a different browser (Chrome / Firefox / Safari / Edge) to isolate - Temporarily disable extensions (or use incognito / private mode) - Allow pop-ups for formationhub.com
2. "I get an error saying 'Document not found' or '404'"
Causes: - Document hasn't been generated yet — common right after a filing approval. Documents can take up to 24 hours to appear post-approval. - Document was deleted — by you or by us (rare; we log all admin deletions) - Wrong URL — copy-pasting can sometimes break the URL
Fix: - Check the filing detail page (not just the documents tab) — sometimes documents are listed there before appearing in the unified documents list - Open a chat with the document name + filing it should be attached to — we'll regenerate or upload
3. "I download the file but it won't open"
The file might be: - Corrupt — re-download from the portal (don't use a previously-failed download) - Wrong type — we serve PDFs only. If your browser saved it as .txt or .html because of a content-type misread, you can rename it to .pdf and try again - Encrypted/password-protected — some state-issued documents come password-protected. The password is your business name as filed with the state (lowercase, no spaces). If that doesn't work, open a chat.
4. "I downloaded it but my colleague / accountant says they can't open it"
Most likely: - They're trying to open it in a viewer that doesn't support PDF (e.g., trying to open a PDF in Microsoft Word) - They have a really old PDF viewer that doesn't support PDF 1.7 (our default)
Fix: - Recommend Adobe Acrobat Reader (free) for the recipient - Or send them a screenshot of the relevant page if they just need to see it
5. "I can see the document in the portal but the download button is greyed out"
Possible causes: - Permission gate: some documents require email verification before download. Check the banner at the top of the portal. - Account in trial / suspended state: documents are accessible to active accounts. If your account is in a payment-failure suspension, downloads may be paused until the payment recovers. - Browser autofill conflict: rare, but some browsers' autofill can break form-based download buttons. Disable autofill on the portal page.
Fix: - Check the alert banner above the documents list for instructions - If no banner, open a chat — we can manually grant access while we investigate
6. "I'm on mobile and the download just opens the file but won't save"
Common iOS / Android behavior: - iOS: tap the download → "Open in" → choose Files app to save it locally - Android: tap → check Downloads notification → file is saved in Downloads folder - Email attachments: forward yourself the link, open on desktop, download there
We're improving the mobile download UX in 2026. For now, desktop is the reliable path for document downloads.
7. "The document content is wrong"
If the PDF opens but contains the wrong info (wrong business name, wrong state, etc.):
Stop and open a chat immediately — don't use the document. We'll investigate and regenerate.
Take a screenshot showing the wrong info.
Include the filing ID and the date you accessed it.
This is rare but does happen, usually from a manual data-entry error during filing prep. We honor it as our mistake and regenerate the correct version at no charge.
8. "The state document looks different than I expected"
Each state produces Articles of Organization in their own format. Some are 1 page, some are 4 pages. Some are typed, some are scanned signatures. None of them are "wrong" — they're just what your state issues.
If your bank or another party rejects the document because "it doesn't look official enough": - The state's seal (typically embossed) is the authoritative mark - We can order a certified copy ($50 + state fee) which adds a state-stamped cover page that banks usually accept without question
9. "I need a copy in a different format (DOCX, JPG, etc.)"
We deliver PDFs only. If you need: - DOCX: open the PDF in Acrobat → Export PDF → Word format. Note: results vary by source quality. - JPG: take a screenshot, or use a free PDF-to-JPG converter - Pure text: PDFs from FormationHub are searchable, so copy-paste works. Scanned PDFs (state-issued documents from some states) are not searchable; use Acrobat's OCR feature.
When to contact support
You've tried browser swap + extension disable + incognito mode without success
The document content is wrong
You've been waiting more than 24 hours after approval for the document to appear
You see suspicious behavior (wrong document, unauthorized download history, etc.)
Email: [email protected] (include filing ID + document name) Chat: bottom-right of any page (M-F 9am-6pm ET)
Next steps
Try downloading again from your portal: https://www.formationhub.com/member/documents
Sign in if you haven't yet
If you haven't bought a certified copy and need one: open a chat with the filing details