Signing issues
Most signing problems are related to the signing link, required fields, or the signing order configured for the request. The checks below cover the most common issues.
Signer cannot open the signing link
For a remote signing request, the signer should use the signing link provided in the email.
If they cannot access it:
- Make sure they are using the latest signing email.
- Ask them to check their Spam or Junk folder.
- Verify that the signing request was sent to the correct email address.
- If the signer is still pending, use Resend from the request's details page to send the signing email again.
If Sequential Signing is enabled, a signer may need to wait until the previous signer has completed their part of the request.
See Sequential Signing.
Signer cannot submit the request
A signer cannot submit until all required fields assigned to them have been completed.
Ask the signer to:
- Select Next Required Field to move through the fields that still need attention.
- Check the document for any required fields that have not been completed.
- Complete the required fields.
- Select Submit once all required fields are complete.
The signer can also use the Tab key to move to the next required field.
Signer cannot complete a particular field
If a signer is unable to complete a field, check that:
- The field is assigned to the correct signer.
- The field type is appropriate for the information being collected.
- The field has been configured correctly in the template.
- The field is not unnecessarily marked as required.
For template-related issues, see Configure Fields.
A signer declined the signing request
A Declined request indicates that the signer chose not to sign the request.
If the request needs to be signed, contact the signer to understand the reason for the decline. If the signing request needs to be corrected, create and send a new request with the correct information.
See Document Status for information about the available request statuses.
Signer sees fields that do not belong to them
Each signing field is assigned to a specific signer. If a signer sees a field intended for another signer, check the field's Recipient assignment in the template.
For requests with multiple signers, also check Field Visibility. This setting controls whether signers can see values entered by other signers.
See Configure Fields and Field Visibility.