Document issues
Most document-related issues can be resolved by checking the document status, search and filters, or the available actions for the signing request.
A document is missing
If you cannot find a document:
- Check the Sent, Completed, and Trash sections to make sure you are looking in the correct location.
- Use the available Search and Filter options to narrow down the list.
- Check the Package ID if you have it available.
- If the document was deleted, check Trash to see whether it is still available there.
See Sent Documents.
A document is not progressing
Open the request's Details page and check the Recipient Status section.
A request with pending signers will remain in Sent until the required signing activity is completed. Check which signer is still pending and, for remote signing requests, use Resend if the signer has not received or acted on the signing email.
For in-person requests, a pending signer can use Sign Now to complete their signing.
No Completion Certificate is available
A Completion Certificate is available for a completed signing request. If you cannot find one, first check that the request has reached the Completed status.
Once completed, you can download the certificate separately using Certificate Only, or download the signed documents together with the certificate using Docs with Certificate.
I need the signed documents and certificate
Open the completed request's Details page and use Download Documents. You can choose:
- All Signed Documents: signed documents without the certificate.
- Certificate Only: the Completion Certificate by itself.
- Docs with Certificate: signed documents together with the certificate.
See Document Details.
A downloaded document does not look as expected
First check which download option you selected. Completed requests provide separate options for the signed documents, certificate, or documents with the certificate.
If the issue persists, check the completed request's details and try downloading the document again.