<p class="font-claude-response-body break-words whitespace-normal">When you move to Loyva, our support team needs your permission before we can help set up your account and upload your clients. This article walks you through granting that access so we can get you up and running.</p><h2 id="p8t0qfozp8w" data-toc-id="p8t0qfozp8w">Before you begin</h2><p class="font-claude-response-body break-words whitespace-normal">Make sure you have created your Loyva account and can sign in. If you have not received your account invite yet, reach out to your Loyva contact.</p><h2 id="lazi5brwyi0" data-toc-id="lazi5brwyi0">Step 1: Sign in to Loyva</h2><p class="font-claude-response-body break-words whitespace-normal">Sign in to your Loyva account using the credentials you set up.</p><h2 id="7k4blae54da" data-toc-id="7k4blae54da">Step 2: Open Support in Settings</h2><ol><li><p>From the main navigation, go to <strong>Settings</strong>.</p></li><li><p>Within Settings, open <strong>Support</strong>.</p></li></ol><h2 id="1t784qx474f" data-toc-id="1t784qx474f">Step 3: Grant Loyva Support Access</h2><ol><li><p>On the Support page, find the <strong>Loyva Support Access</strong> section.</p></li><li><p>Grant access to our team.</p></li><li><p>Set the access level from 4 hours - 8 hours - 24 hours. If you prefer, you can allow up to 24 hours before switching it to Full Access.</p><p></p></li></ol><img data-width="100%" data-align="left" alt="" data-featurebase-content-key="6a2efeea53e5c2dbd39e2b9d/article/6a512527f69079a655a8ca55/019f4cfc-6648-7891-9c07-e13379028f24/b64u-U2NyZWVuc2hvdCAyMDI2LTA3LTEwIGF0IDEyLjAzLjMz4oCvUE0ucG5n.png" src="https://6a2efeea53e5c2dbd39e2b9d.featurebase-attachments.com/c/article/6a512527f69079a655a8ca55/019f4cfc-6648-7891-9c07-e13379028f24/b64u-U2NyZWVuc2hvdCAyMDI2LTA3LTEwIGF0IDEyLjAzLjMz4oCvUE0ucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260804T030000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260804%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=74314b30dbb3bbac56b40d4682f2cbd3bbaed274a7be31164da0deb9472d88e1" data-featurebase-content-filename="Screenshot 2026-07-10 at 12.03.33 PM.png"><p class="font-claude-response-body break-words whitespace-normal">Questions? Reach out to your Loyva contact any time.</p><p></p><p></p>

Granting the Loyva Support Team Access to Your Account

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Onboarding, first-run setup, and orientation for new accounts

Getting Started

Loyva is an end-to-end platform built for security-alarm and life-safety businesses. It brings client management, proposals, e-signature, secure document vaulting, billing, and reporting into one workspace, so your team can move from a first conversation to a signed, tamper-evident contract without juggling separate tools.

This overview explains what Loyva does, the main areas of the app, and where to go next.

Welcome to Loyva: Platform Overview

An organization (“org”) in Loyva is your company’s workspace. It owns your clients, documents, vault, and billing. Every user belongs to at least one org, and all data is fully isolated between them. This article covers how an org gets created, how to invite teammates, and what each invited user can expect.

Creating Your Organization

Inviting, Adding or Removing Teammates

Loyva uses three roles to control what each teammate can see and do in your organization: Organization Admin, Sales, and Custodian. Each role is tuned to a specific job in a security-alarm business. This article explains what each role can do, how to choose the right one, and how to change a teammate’s role later.

Understanding User Roles: Admin, Sales, and Custodian

Changing a Teammate’s Role

The in-app product tour is a guided, click-by-click walkthrough of Loyva’s core workflow: adding a client, creating a folder, sending a document for signature, and viewing the Vault. It takes about five minutes and uses your real workspace, so the actions you complete during the tour are real. The client and document you create stay in your account.

Taking the In-App Product Tour

This guide takes you from a fresh Loyva account to a fully executed, vaulted contract in about 15 minutes. It assumes you’re an Organization Admin or Sales user. If you’re brand new, do the steps in order. Each one builds on the previous.

Tip: use a test client with your own email so you can sign the document yourself and see the full flow.

Quick-Start: From First Client to First Signed Contract

Profile, org-level settings, and personal preferences

Account & Organization Settings

Your profile information appears in emails sent to clients, in proposal signatures, and on shared documents. Keep it current.

Updating Your Profile

Resetting Your Password

If your role includes vault access (Admin or Custodian), you have a personal PIN that protects authoritative copies of signed documents. This PIN is separate from your account password and is unique to you. No one else, including your administrator, knows it.

Setting or Changing Your Vault PIN

Your organization’s name, logo, and timezone appear across Loyva: in the sidebar, on signed documents, in emails sent to clients, and on hosted proposal pages. Keeping them up to date keeps every touchpoint on brand. This article walks through where each branding setting lives and how to change it.

Organization Branding: Logo and Identity

Loyva sends you emails when things happen to documents, proposals, and your vault. You decide which of those events are worth an email and which aren’t. Preferences are per user and per organization. If you belong to two orgs, you can have different settings in each.

Managing Your Notification Preferences

Loyva handles sensitive customer and contract data, so the app protects your account with automatic session timeouts, secure password resets, and per-user PINs on the vault. This article explains how each protection works and what you can do to keep your account safe.

Session Timeout and Security Basics

The timezone you choose here is used for invoice due dates, signing audit logs, scheduled reminders, and report date ranges. It should match where most of your team operates.

Setting the Default Timezone

Joining or Leaving an Organization

If you belong to more than one organization in Loyva. For example you do work for two companies, or you’re an admin in one and a custodian in another, you can switch between them at any time without signing out. Everything in Loyva (clients, documents, vault, reports, settings) is scoped to the org you’re currently viewing.

Switching Between Organizations

User management, invitations, and permissions

Team & Access Control

Add coworkers to your Loyva organization the right way.

Inviting Team Members

What Admins, Sales, and Custodians can and can't do in Loyva.

Role Permissions Explained

Control who can see and work on each client.

Assigning Team Members to Clients

Off-board team members safely without losing data.

Removing or Deactivating Users

Who can see, vault, view, and download Authoritative Copies — and how to grant access safely.

Vault Access Permissions

Clients

Use the Individual client type for residential customers, single homeowners, or personal accounts. The wizard walks you through three quick steps: choose the type, choose how to enter the data, and fill out the details.

Creating an Individual Client

Use the Company client type for businesses, property managers, contractors, and any organization with multiple points of contact. You can record a primary contact and add secondary contacts (billing, facilities, etc.) on the same record.

Creating a Company Client

Already have a customer list in a spreadsheet? Use the bulk import to add hundreds of clients at once. Loyva validates each row, shows errors clearly, and creates both individual and company records from a single file.

Bulk Importing Clients via CSV

You can update a client's profile, add or remove contacts, reassign team members, and manage tags at any time. Changes save instantly and apply everywhere. Proposals, documents, billing, and the vault.

Editing a Client

When a client relationship ends, or a record was created by mistake, you can either archive it (keep the history, hide it from active views) or delete it (remove it permanently). This article explains the difference and when to use each.

Archiving and Deleting Clients

The Clients page is built to handle long lists. Use search, filters, and column controls to quickly find the right record and tailor the view to how your team works.

Searching, Filtering, and Column Customization

Tags are flexible labels you attach to clients to group them however your team thinks about the business. By service line, risk tier, billing terms, geography, or anything else. Once tagged, you can filter your Clients list, run reports, and apply templates by tag.

Using Client Tags

Building, sending, and tracking sales proposals

Proposals

Proposals in Loyva are built in four tabs: Details, Pricing, Terms, and Preview. You can save your work at any point and come back to it later.

Creating a Proposal

The Pricing Library is your organization's catalog of reusable items: equipment, services, recurring plans, install fees, anything you quote regularly. Adding items from the library to a proposal is faster and more consistent than typing them in by hand.

Using the Pricing Library

Loyva supports merge variables inside proposal text: terms, cover pages, descriptions, so the same template adapts to every client. The most common one is {{Client Name}}.

Variable Replacement in Proposals

Once a proposal is built and previewed, you can send it directly from Loyva. The client receives a branded email with a secure link to view, accept, or decline.

Sending a Proposal to a Client

Every sent proposal logs activity so you know exactly where it stands. You can see views, acceptances, and declines from the proposal itself and from the Proposals dashboard.

Tracking Views, Acceptance, and Decline

The Reports section includes a dedicated Proposals tab that summarizes pipeline health, win rates, top deals, and individual sales performance.

Top Deals and Performance Reporting

Acceptance is the trigger to turn a proposal into a signed, legally binding contract. Loyva keeps the proposal as the source of truth for scope and pricing, and uses the signed contract for compliance and the vault.

Converting an Accepted Proposal Into a Contract

Documents & E-Signature

Loyva sends documents for legally binding eSignature through an embedded signing experience. The recipient sees an eSign consent step first, then signs in their browser, no account required.

Sending a Document for Signature

Templates let you reuse the same document, signer roles, and field layout for every send. Build the template once, then apply it to any client in seconds.

Using and Building Document Templates

Loyva ships with a small set of pre-built legal templates so you can send standard agreements without writing them from scratch. The flagship is the ECCA (Electronic Chattel Paper Custody Agreement), a tri-party agreement designed for security and finance workflows.

Pre-Built Legal Templates (ECCA)

Loyva can read your document and automatically place signature, initial, and date fields where they belong, using Google's Gemini model. It's the fastest way to prepare a long contract for signing.

AI Auto-Detect Signature Fields

When an envelope has more than one signer, you choose the order in which they sign. Loyva supports both parallel (everyone at once) and sequential (one after the other).

Sequential vs. Parallel Signer Order

Sign Now lets a signer complete a document on your device, in person - perfect for finalizing a deal at the kitchen table or in the office without waiting for email round-trips.

In-Person "Sign Now" Flow

Before any signer can place a signature in Loyva, they must accept an eSign consent disclosure. This satisfies the UETA and federal E-SIGN Act requirement that signers knowingly agree to do business electronically.

eSign Consent

CC recipients don't sign, they receive a copy of the signed PDF by email when the envelope completes. Use them for project managers, billing contacts, attorneys, or anyone else who needs the finished document for their records.

Adding CC Recipients

When a signer hasn't acted yet, you can nudge them with a reminder or re-deliver the signing link. Both are one-click actions from the Signatures tab.

Reminders and Resending

If a signature request needs to be stopped - wrong document, wrong signer, pricing change -you can recall or void the envelope. Both stop the signing process; the difference is intent and timing.

Recalling or Voiding an Envelope

Loyva's built-in PDF editor lets you adjust a document before sending it for signature: add text, redact sensitive information, and apply standard document stamps without leaving the platform.

Editing a Document with the PDF Editor

Every envelope shows real-time status for every signer, so you always know who has signed, who is up next, and who hasn't opened the email yet.

Tracking Signer Status

Post-signature document custody and compliance

Vault (Authoritative Copy)

When a contract is signed electronically, the law needs a way to decide which file is the original, the one that creates rights and can be enforced or transferred. That file is called the Authoritative Copy, and the rules come from Article 9 of the Uniform Commercial Code, specifically § 9-105.

What is an Authoritative Copy? (UCC § 9-105)

Vaulting moves a fully-signed envelope into the secure vault and generates the Authoritative Copy, Copy, and Audit Log required for UCC § 9-105 compliance.

Vaulting a Signed Document

The vault is gated by a PIN that's unique to each user, not shared across your organization. Your PIN is hashed (bcrypt) and stored only by you; nobody, including admins, can read it.

Setting Up Your Personal Vault PIN

The vault enforces strict rules about which artifacts can leave the system. These rules exist to preserve the singular nature of the Authoritative Copy under UCC § 9-105.

Vault: Viewing, Downloading, and Printing Rules

Loyva supports envelopes that contain multiple documents. A contract, a disclosure, an addendum, and so on. When you vault that envelope, every document is preserved as its own Authoritative Copy and Copy.

Multi-Document Envelopes in the Vault

Every action against a vaulted document is recorded in the Audit Log. The log is your evidence trail for compliance, disputes, and assignment reviews.

Vault Audit Log

To protect the vault from PIN-guessing attacks, Loyva locks the vault after repeated failed attempts. The lockout is per user, not per organization.

Brute-Force Lockout and PIN Recovery

Custodians and Admins both have legitimate reasons to enter the vault, but their permissions are different. The split exists so a custodian can confirm what's on file without being able to extract Authoritative Copies.

Custodian View vs. Admin View

Stripe Connect, invoicing, and subscriptions

Billing & Payments (Loyva Payments)

Loyva Payments turns a signed contract into money in the bank. It connects your Stripe account to Loyva so invoices, subscriptions, and one-time charges all flow through the same place where you draft proposals, send envelopes, and vault contracts.

Getting Paid with Loyva Payments

Before you can collect a payment in Loyva, you have to connect a Stripe account. Loyva uses Stripe Connect (Standard), so funds settle directly into your own Stripe balance and payout to your bank. Loyva never holds your money.

Connecting Your Stripe Account

You don't have to wait until after the contract is signed to ask for money. Loyva can attach an invoice to a signature request so the customer pays as part of the same flow that gets the contract done.

Collecting Payment During Signing

Loyva supports three invoice shapes, and you can build any of them from the Billing tab on a client's workspace.

Creating a One-Time, Recurring, or Hybrid Invoice

When a contract with recurring revenue is signed and vaulted, Loyva can stand up a Stripe subscription that mirrors that contract's RMR. From then on, the subscription and the contract stay linked so you can manage one from the other.

Managing Subscriptions from a Signed Contract

Cards expire, banks decline, balances run low. Loyva surfaces failed charges so you can act on them quickly without digging through Stripe.

Handling Failed Payments

Mistakes happen - wrong amount, wrong customer, duplicate. Loyva gives you two clean tools depending on whether money has changed hands.

Voiding an Invoice and Issuing Refunds

The billing portal is a Stripe-hosted page where your customers manage their own payment methods and subscriptions, branded with your business name. It cuts down on the "can you update my card?" emails.

The Customer Billing Portal

Third-party connections i.e. Gmail, Outlook, Quickbooks, Stripe

Integrations

Connect a Gmail account so Loyva can read your inbox, thread customer conversations against the right client, and send emails from your address.

Connecting Gmail

Connect a Microsoft 365 or Outlook.com account to read, send, and thread email inside Loyva.

Connecting Outlook

Push customers, invoices, and payments from Loyva into QuickBooks Online so your accountant works in one ledger.

Connecting QuickBooks Online

Stripe Connect is what lets Loyva charge your customers on your behalf. This article covers the initial connection and how to reset it if something goes sideways.

Stripe Connect: Setup and Reset

Loyva's entire eSignature stack: fields, signing UI, completion webhooks, audit trails - runs on DocuSeal. You won't interact with DocuSeal directly, but understanding what it does helps when troubleshooting.

DocuSeal: What It Powers Behind the Scenes

Email & Communications

The inbox lives at the top of every workspace. It surfaces threads from your connected Gmail or Outlook account and ties them to the right client automatically.

Reading and Replying in the Email Inbox

Send a fresh email to a client or any address from inside Loyva, through your connected mailbox.

Composing a New Email

Save your most common emails - intros, follow-ups, renewal reminders - as templates and reuse them with one click.

Email Templates

When you send a document for signature, the recipient gets an email that looks like it came from your business, not Loyva and not DocuSeal.

Branded Signature-Request Emails

Add CC recipients to a signature request and they'll receive the final signed PDF the moment the envelope completes - no extra step.

CC of Completed Documents

Templates Library

Document templates are reusable signature-ready files with pre-placed fields. Build one once, send it a hundred times.

Document Templates

Email templates standardize the messages Loyva sends on your behalf: signature requests, reminders, completion notices, and proposal deliveries.

Save standard terms-and-conditions blocks and drop them into proposals with one click, no more pasting from a Google Doc.

Proposal Terms Templates

Group related templates into folders, and folders inside folders, so a long library stays browsable.

Nested Folder Templates

Tags are flexible labels you attach to clients and documents to slice your library however you think without rigid folder hierarchies.



Client and Document Tag Management

Every document template shows a thumbnail of the first page so you can scan the library visually instead of reading filenames.

Template Thumbnail Previews

Client Portal

The client portal is a view-only window into the documents, proposals, and invoices you've sent a specific client. There's no password; access is granted by a signed, time-limited magic link.

How the Magic-Link Portal Works

The client portal is intentionally narrow. Here's exactly what shows up and what stays hidden.

What Clients Can and Can't See

Magic links expire. When a client says "the link doesn't work anymore," you resend — it takes about ten seconds.

Resending Portal Access

The Audit Report is your compliance-ready ledger of who did what, when, and to which document; formatted for humans, not just machines.

Audit Report

Reports & Analytics

The Business Overview is the top-level snapshot of your organization's health: revenue trends, pipeline value, document volume, and team activity. All in one screen.

Business Overview Dashboard

The RMR/ARR report tracks Recurring Monthly Revenue and Annual Recurring Revenue - the lifeblood metrics of any monitoring or service business.

RMR / ARR Report

The Proposals tab gives you a sales-focused view: what's in the pipeline, what's closing, and who's driving it.

Proposals Report

See exactly what each team member is producing: documents sent, proposals closed, response times, and more.

User Performance Report

The Vault Dashboard summarizes everything sitting in your authoritative document vault: total documents, breakdown by type, and recent activity.

Vault Dashboard

Every report can be exported to CSV or PDF for sharing, archiving, or pulling into spreadsheets.

Exporting Reports

Notifications

The bell icon in the top navigation is your real-time activity feed: signature completions, proposal acceptances, payment events, team actions.

In-App Notification Bell

Loyva sends notifications when meaningful events happen.