Frequently asked questions
Quick, plain-language answers to the questions our customers ask most often. Organised by topic.
Getting Started Basics
The first questions every new Papyrus user asks — what it is, what it costs, how long it takes to set up, and where to begin.
Accounts, Sign-In and Passkeys
Everything about logging in — passwords, MFA, passkeys, SSO, lockouts, and what to do when you can't get in.
Uploading Documents
Limits, formats, batch uploads, mobile capture, email-to-inbox, and what happens after the upload completes.
Searching and Finding Documents
Keyword vs semantic, advanced filters, saved searches, smart folders, the Copilot, and what to do when you can't find something.
AI Classification and Extraction
How AI tags your documents, what gets extracted, confidence scores, when humans review, and how to correct mistakes.
Workflows and Approvals
Starting workflows, approving from email, delegations, SLAs, escalations — the questions about getting things approved.
Sharing and Permissions
How sharing works internally and externally, classification labels, RBAC, and what happens when you share with someone outside the org.
Mobile App
Installing, signing in, scanning, working offline — everything about the Papyrus mobile app on Android and iOS.
Desktop Agent
Installing and configuring the Windows Desktop Upload Agent — what it does, what folders it watches, what happens when it fails.
eSignatures
Signing documents, requesting signatures, legal validity in Kenya, audit trails, and integration with DocuSign / SignNow.
Compliance and Audit
Audit logs, retention policies, litigation holds, auditor access — the compliance machinery in plain language.
Data Privacy and Kenya DPA
ODPC registration, DSARs, consent, data localisation, breach notification, sub-processors — Kenya's DPA in practice.
Billing, Plans and Storage Limits
Plan tiers, M-Pesa and Stripe payments, KRA eTIMS, storage overages, downgrades, refunds — the money questions.
Integrations
Connecting Papyrus to ERPs, accounting systems, identity providers, Slack, Teams, and via the open API.
Reliability, Backups and Uptime
SLA, backup cadence, disaster recovery, status page, and what happens when something goes wrong.
Account Cancellation and Data Export
How to cancel, what gets exported, retention after cancellation, and your right to leave with all your data.