Frequently Asked Questions

General Questions

What is this system for?

This is a secure document transfer system for law firms to send forensic and legal documents to Mindstate Psychology practitioners. It is not a document management system or long-term storage solution.

Who can use this system?

Only approved law firms with a pre-existing relationship with Mindstate Psychology can access this system. Your email domain must be on the approved list.

How long are documents stored?

Documents are automatically deleted 30 days after the practitioner first downloads them. This is a compliance requirement and cannot be extended.

Is this system secure?

Yes. Security features include:

• Magic link authentication (no passwords to compromise)
• Direct browser-to-cloud uploads (files never pass through application servers)
• Domain allow-lists (only approved law firms)
• Time-limited access URLs
• Comprehensive audit logging
• Automatic deletion enforcement

Account & Authentication

Why don’t I have a password?

We use magic link authentication for enhanced security. When you sign in:

1. Enter your email address
2. Receive a secure link via email
3. Click the link to sign in

This eliminates password-related security risks (weak passwords, password reuse, phishing).

How long does the magic link last?

Magic links expire after 10 minutes for security. If your link expires, request a new one.

Can I use any email address?

No. Your email domain (e.g., @lawfirm.com.au) must be on Mindstate Psychology’s approved list. If you cannot sign in, contact Mindstate Psychology to verify your firm’s approval status.

Can I share my magic link?

No. Magic links are single-use and tied to your session. Do not forward magic link emails.

Matters

What is a matter reference?

A matter reference is your internal case or file reference (e.g., SMITH-2026-01). It must be unique within your law firm.

Can I have two matters with the same reference?

No. Matter references must be unique within your law firm. Use different references for different cases.

Can I rename a matter after creation?

No. Matter references are permanent. Choose carefully when creating matters.

Can I delete a matter?

Not directly. If you need to delete a matter:

• If draft (not submitted): Contact support
• If submitted: Cannot be deleted (contact support for exceptional cases)

Uploading Documents

What file types are supported?

Most common file types are supported:

• PDF (recommended)
• Microsoft Word (.doc, .docx)
• Images (.jpg, .png)
• Text files (.txt)
• Others - contact support if unsure

What’s the maximum file size?

2 GB per file. There’s no limit on the number of files per matter. 10 GB per matter. If you need to exceed either limit, please post your documents on a USB to our offices.

Can I upload multiple files at once?

Yes. You can select multiple files or drag and drop them onto the upload area.

Why is my upload failing?

Common causes:

• File size exceeds 100 MB
• Poor internet connection
• Unsupported file type
• Browser compatibility issue

Try a different browser or contact support.

Submitting Matters

When should I submit a matter?

Submit when all documents are uploaded. You cannot add more documents after submission.

Can I un-submit a matter?

Not directly. Contact Mindstate Psychology support if you submitted by mistake.

What happens after I submit?

1. Matter is locked (no more uploads)
2. Visible to Mindstate Psychology staff
3. Staff assigns matter to a practitioner
4. Practitioner downloads documents as a ZIP file
5. Automatic deletion scheduled for 30 days after first download

Will I be notified when documents are downloaded?

No. This is a one-way secure transfer system. For status updates, contact Mindstate Psychology directly.

Security & Privacy

Are my documents encrypted?

Yes. Documents are stored and encrypted at rest and in transit (HTTPS).

Who can see my documents?

• You (the uploader)
• Mindstate Psychology staff (for assignment)
• Assigned practitioner (download only)

All access is logged in audit records.

What if I accidentally upload confidential information?

Contact Mindstate Psychology support immediately. Do not submit the matter.

Technical Issues

The system is slow or not loading

Try:

• Refreshing the page
• Clearing browser cache
• Using a different browser
• Checking your internet connection

If problems persist, contact support.

I’m not receiving magic link emails

Check:

• Spam/junk folder
• Email address is correct
• Your email domain is approved
• Email server is not blocking our emails

If still not receiving, contact support.

Browser compatibility

Supported browsers:

• Chrome 90+
• Firefox 88+
• Safari 14+
• Edge 90+

Older browsers may not work correctly.

Getting Help

How do I contact support?

Email: forensic.admin@mindstatepsychology.com.au

Include:

• Your law firm name
• Your email address
• Matter reference (if applicable)
• Description of the issue

Is there phone support?

Check your engagement letter or contact email for phone support details.

Can I request new features?

Yes. Send feature requests to forensic.admin@mindstatepsychology.com.au. We appreciate feedback to improve the system.

Still have questions?

Contact support for assistance.

Last updated: 25 February 2026