Welcome to the May edition of our InCase product update. This month we focused on making everyday client journeys clearer and more reliable — introducing a new way to capture bank details, smoothing out the questionnaire experience, and strengthening the reliability of document signing. Alongside this, we continued our ongoing investment in security and the underlying platform. Together these changes make InCase easier for your clients to use and more dependable for your teams.
Capturing bank details in one structured step
We have introduced a new bank details question type for questionnaires. Until now, firms could capture an account number and sort code, but the bank name had to be added as a separate free-text question — a slightly disjointed experience for clients and inconsistent data for your teams. The new question type brings Bank Name, Sort Code, and Account Number together in a single, structured question.
For your clients, this means one clear form to complete rather than several separate questions. For fee earners, it means complete, consistently formatted bank details in the admin portal and in downloaded questionnaire documents — particularly useful for completions, settlement payments, and onboarding. The existing bank account question type remains fully supported, so you can adopt the new option whenever it suits you, with no disruption to questionnaires already in use.
A clearer questionnaire experience
We resolved an issue where clients could not always see their own answers in the questionnaire summary. Where a question included an optional file attachment, providing a written answer without uploading a file could cause the response to appear incomplete, showing a "Tap to complete" prompt against a question the client had in fact answered. This was confusing for clients and generated unnecessary queries.
The summary now correctly recognises a substantive written answer as complete where the attachment is optional, while preserving the existing behaviour for questions where an attachment is genuinely required. We also made improvements to field validation and fixed an issue where moving quickly to the next question could affect how answers were saved. Clients can now move through questionnaires with greater confidence that their responses are captured and displayed as expected.
More reliable document signing
We made targeted improvements to the reliability of document signing. This included refining how the apps handle documents that are temporarily locked while signing is in progress, and resolving timing issues that could occur when signing actions were processed. These changes reduce the chance of interruptions during signing and help ensure documents move through the process smoothly for your clients and case teams.
Never losing track of an incoming email
We improved visibility when an incoming email cannot be filed against a case. Previously, if an email arrived without the information needed to match it to a case, it could fail to file with no alert to the case team. Now, a clear notification is raised when this happens, so your team knows an email has not been filed and can follow up promptly. This reduces the risk of missed correspondence and supports your firm's regulatory and client-service obligations.
Improved session and security handling
We refined how InCase manages user sessions, introducing shorter session lifespans with seamless background renewal across the mobile apps and web client. This tightens security in line with the standards expected in the legal sector while keeping the experience smooth for your clients — they stay signed in as they work, without needing to repeatedly re-authenticate.
Security & platform updates
As every month, we completed a substantial round of dependency security updates across the platform, patching vulnerabilities identified through our ongoing security scanning programme and upgrading core components used by the mobile apps, web client, admin panel, and integration services. These updates are applied automatically and require no action from your side. We also continued investing in the underlying platform to improve reliability, performance, and the pace at which we can deliver future improvements.
Questions or Feedback?
If you have any questions about anything covered in this update, or feedback on the product, please contact your customer success manager or the InCase support team. We are always keen to hear from you.