Sending issues
Most problems when sending a signature request are related to the document, signer information, template configuration, or account limits. The checks below cover the most common issues.
A signature request cannot be sent
Check the following:
- Make sure the selected document or template is valid and ready to be used for signing.
- If you are using a template, make sure it is Fillable and has the required signing fields configured.
- Check that all required signer information has been provided.
- Verify that each signer's email address is correct.
- Review the signature request settings, including Signing Mode, Sequential Signing, and Field Visibility, if applicable.
- Check your account's current usage and limits.
See Usage & Limits for information about account limits.
The signing request was sent, but the signer has not received the email
First, verify that the recipient's email address is correct.
Then ask the signer to:
- Check their Spam or Junk folder.
- Check any email filtering rules used by their organisation.
- Confirm that their mailbox can receive emails from your configured sending address.
For remote signing requests, you can use Resend for a pending signer from the request details page.
See After Sending.
A request appears to be waiting for a signer
Open the request's Details page and check the Recipient Status section.
For each signer, you can see whether their signing is Completed or still Pending. For remote signing requests, a pending signer can be sent the signing email again using Resend.
For in-person signing requests, the pending signer can use Sign Now to complete their signing.
I sent a request by mistake
If a signature request was sent accidentally, open its Details page and use the available request actions.
Be careful when deleting a request: once signing activity has taken place, the signing record and completed documents may be needed for your records.
See Document Status for information about the available request statuses.
I cannot send because I reached an account limit
Check Usage & Limits to see your current usage.
Undersign's default account limits are:
- Users/seats: No limit
- Templates: No limit
- Signature requests: No limit
- Hosted document storage: 500 MB
- API requests: 500 requests per month
If hosted document storage is full, remove documents you no longer need to free up space.
See Usage & Limits.