Why isn't my purchased documentation in the ComplianceForge portal?

The customer portal is a billing and account system holding invoices, receipts, quotes, credit notes and statements. It also enforces a 10 MB per-file limit on shared documents, and most ComplianceForge documentation packages are larger than that. Delivering through Box means you receive the complete package without files being split or compressed.

My ComplianceForge download link expired. How do I get a new one?

Email support@complianceforge.com with your order number, and the name and email address of the person who made the purchase if it was not you. Links expire after two weeks by design, because an indefinitely live link to licensed documentation is a security risk. Once the request is verified against the account, the link is re-issued, usually the same business day.

Will I receive the latest version when ComplianceForge re-sends my documentation?

No. You receive the version you originally purchased, not the current release. For example, a customer who bought the NIST 800-171 Compliance Program in 2024 and received version 2024.3 is re-sent version 2024.3, because a later release is not what was paid for. Moving to the current version is a separate purchase.

How long does ComplianceForge take to deliver documentation after an order?

Delivery is not instant. Orders are processed by the ComplianceForge team rather than released automatically at checkout, and the download link is emailed once processing is complete. Orders paid by invoice or purchase order are held until payment clears.

Where do I find my ComplianceForge order number?

Sign in at billing.complianceforge.com/portal/complianceforge and open Invoices, then All Invoices, to see every invoice on your account, each listed by its invoice number. Reference numbers are also listed under Sales Receipts.

Where Do I Download The Documentation I Purchased?

Q: Where do I download the ComplianceForge documentation I purchased?

Purchased documentation is not stored in the customer portal. Once your order has been processed, ComplianceForge emails you a secure Box download link, and you download your files from there. The link expires two weeks after it is issued. If yours has expired, email support@complianceforge.com with your order number and it will be re-issued, usually the same business day.

If you have signed in to the customer portal looking for your policies and standards and cannot find them, nothing has gone wrong. Purchased documentation is not stored in the portal. Once your order has been processed, ComplianceForge emails you a secure Box download link, and that is where your files come from.

Those links expire two weeks after they are issued. If yours has expired, email support@complianceforge.com with your order number and we will re-issue it, usually the same business day.

Key Takeaways - Downloading Your Documentation

Documentation is emailed as a secure Box link. It is not stored in the customer portal.
Links expire two weeks after they are issued. The files you download are yours permanently, so save them somewhere durable.
To have a link re-issued, email support@complianceforge.com with your order number and, where relevant, the purchaser's name and email address.
Re-sends are verified against the account and then issued, usually the same business day.
You receive the version you purchased, not the latest release.
Orders paid by invoice or purchase order are not released until payment clears.
If your documentation is more than roughly two years old, contact us before relying on it.

Delivery By Secure Email Link

How Is My Documentation Delivered?

ComplianceForge documentation is delivered by email rather than by automated instant download.

After your order is placed and payment has cleared, our team processes the order and sends you an email containing a secure Box link that will expire after fourteen (14) days, which you download your files from.

Two things follow from this and both are worth knowing before you order. First, delivery is not instant because orders are processed by manually rather than released automatically at checkout. Secondly, if you paid by invoice or purchase order rather than by card, your documentation is witheld until payment clears.

Recommended - Save Your Files Immediately

After you acces your link, it is recommended to save your files somewhere durable. The download link is temporary and expires after fourteen (14) days, so if you do not download them by that point, you will need to contact us for a new link. The documents themselves are yours permanently, so storing them in your own document repository avoids needing a re-send later.

Why The Portal Does Not Hold Your Files

Why Isn't My Documentation In The Portal?

The customer portal is a billing and account system. It holds invoices, receipts, quotes, credit notes and statements, which together form the financial record of your relationship with us.

It also enforces a 10 MB per-file limit on shared documents, with a maximum of 10 files, and most ComplianceForge documentation packages are considerably larger than that and include more files. Delivering through Box rather than the portal means you receive the complete package, without files being split or compressed to fit a limit that has nothing to do with the product.

Because of this, if you sign in expecting to find your policies and standards under Shared Documents and the panel is empty, that is the expected behavior. Your documentation does not live there.

The ComplianceForge customer portal home page. The Shared Documents panel is not where purchased documentation is delivered.

Requesting A New Download Link

What If My Download Link Has Expired?

Download links expire two weeks after they are issued. This is intentional, since a permanently live link to licensed documentation is a security risk to you as much as to us.

Getting a new one is straightforward. Email support@complianceforge.com and include the following.

Required. This is what lets us find your purchase quickly. If you no longer have it, the last section of this page explains where to find it in the portal.

If somebody else placed the order, include their name and email address. Organizational orders are frequently placed by a manager or a procurement team, and this saves a round trip.

Once we have verified the request against the account, we will re-issue your link, usually the same business day.

We verify before re-sending because a download link grants access to licensed documentation your organization paid for. That verification step is what prevents somebody outside your organization from requesting it.

You Receive What You Paid For

Which Version Will I Receive?

You receive the version you purchased, not the latest release. Because of this, if you purchased the Risk Management Program in 2024 and received the 2024.3 version, then we will re-send the 2024.3 version to you. We do not substitute the latest release, because a later version is not what you paid for. If you would like the latest release, please see the the Updates page for more information, since upgrading to the current version is a separate purchase rather than a re-send. Contact us and we will walk you through the options.

When Documentation Ages Out

What If My Documentation Is More Than Two Years Old?

Cybersecurity documentation ages. Frameworks are revised, regulations change, and control sets are restructured. The move of NIST SP 800-171 to Revision 3 is a good example of a change significant enough to affect the documentation built around it.

If you purchased more than roughly two years ago, the documentation you hold may no longer reflect current requirements. We will still re-send the version you bought, but we would rather have a conversation with you first than have you take an outdated document into an assessment.

Contact support@complianceforge.com or call +1-307-241-8740 and we will tell you what has changed and whether it matters in your situation.

Issues? Contact Us

Contact ComplianceForge

If you have any questions regarding ComplianceForge's products or are curious about any of the content on our site, please feel free to contact us, and we are happy to help! If you want to add account administrators for product notifications, you can manage account contacts here.

You can contact us by pressing the button below to direct you to our contact form, or you can contact us at:

Phone: +1-307-241-8740
Email: support@complianceforge.com

Common Questions

Frequently-Asked Questions

Here are answers to common questions about downloading your purchased documentation:

Where do I download the ComplianceForge documentation I purchased?

You'll download your purchased documentation from a secure Box link that ComplianceForge emails to you after your order is processed and payment has cleared. Your files aren't stored in the customer portal. Delivery isn't instant, because we process orders manually instead of releasing them automatically at checkout, and we hold orders paid by invoice or purchase order until payment clears.

How long are ComplianceForge download links valid?

ComplianceForge download links expire two weeks after they're issued. The documents themselves are yours permanently, so save them somewhere durable, such as your own document repository, as soon as you open the link. We set links to expire on purpose, since a permanently live link to licensed documentation is a security risk for both you and us.

How do I get a new ComplianceForge download link?

To get a new link, email support@complianceforge.com with your order number, and if someone else placed the order, include that person's name and email address. At ComplianceForge, we verify the request against the account before re-issuing the link, usually the same business day. That verification step keeps someone outside your organization from requesting access to licensed documentation you paid for.

Will a re-sent download include the latest version of my documentation?

No, a re-sent ComplianceForge download link delivers the version you purchased, not the latest release. For example, if you bought the Risk Management Program in 2024 and received version 2024.3, you'll get 2024.3 again. Upgrading to the current version is a separate purchase, which we cover on our Updates page. If your documentation is more than roughly two years old, contact us before relying on it, since frameworks such as NIST SP 800-171 have changed significantly.

Why isn't my documentation in the ComplianceForge portal?

The customer portal is a billing and account system, so it holds invoices, receipts, quotes, credit notes and statements instead of product files. It also limits shared documents to 10 MB per file and a maximum of 10 files, and most ComplianceForge documentation packages are larger than that. We deliver through Box so you get the complete package without files being split or compressed, which means an empty Shared Documents panel is expected.