Support
Contact us
Use the form below — it reaches our app support team directly. For a document that will not download or open, tell us the document's name and revision, your device and your iOS version. That is usually enough to reproduce it.
Please never send us your sign-in details, and do not paste the contents of a controlled document into the form.
Frequently asked
Which documents does it show?
Exactly the ones your own account is entitled to, from your organisation's document library. The app publishes no documents of its own and cannot give you access to anything you do not already have. If a document you expect is missing, it is missing from your entitlement — ask whoever administers the library at your organisation.
It will not sign in
Check the username and password against the web version of your library first — the app uses the same credentials and the same sign-in service. If the web version works and the app does not, tell us through the form above and say what the app showed you.
Do I have to sign in every time?
No. Leave Stay signed in on in Settings and the app signs itself back in when the service's session expires, including after an app update. The password is kept in the device Keychain, is never synchronised to iCloud, and is deleted the moment you sign out.
A document will not download
The Download Centre lists every document, what state it is in, and the reason for any failure, with a Retry beside it. Downloads run one at a time on purpose: document services commonly rate-limit bulk requests, and going any faster gets the whole run refused. A large library takes a while the first time and is quick after that, because only changed revisions are fetched.
What happens to my notes when a document is re-issued?
They are carried across. Annotations are anchored to the words they were made on rather than to a page number, so a mark follows its paragraph even when the paragraph moves to another page. Where a passage has been rewritten enough that a mark cannot be placed with confidence, the app flags it for review rather than putting it somewhere wrong — you will find those in the Carried-over review list.
Can I draw with Apple Pencil?
Yes. Switch the reader to Annotate and draw straight onto the page; the pen and eraser, undo and redo all work as they do elsewhere in iOS, and the ink is saved to the page as you go. Switch back to Read to scroll and select text.
Does anything I do leave the device?
Only your sign-in and your document downloads, and only to your organisation's own service. Your annotations are never uploaded. See the privacy policy.
How do I remove everything?
Sign out to remove the stored password. Delete the app to remove the downloaded documents, your annotations and your settings.
Important
DocViewer Pro is a reader. It does not publish, control or certify documents, and it is not a system of record. Your organisation's rules about which revision is current and how its documents may be held and used continue to apply.