Resolve a document signing problem
Use the message on screen to find the next step.
On this page
Fields and recipients
| Problem | What to check |
|---|---|
| A date is the only field, or preparation cannot continue | Assign a Signature or Initials field to every signer. Check that each field belongs to the right person and stays inside the page. |
| Missing or duplicate signer information | Enter a name and valid, unique email for each signer. Review the landlord, renter and guarantor roles. |
| Wrong name, email or missing person on a sent request | Follow the recipient-correction guide. Changes to the tenant profile or document text do not replace the saved recipients. |
Upload or PDF problems
| Problem | What to do |
|---|---|
| Unsupported file or unreadable PDF | Export an unsigned original as PDF. Open the new copy and check every page before uploading. |
| Locked, oversized or too many pages | Use an unlocked PDF under 30 MB with 1 to 400 pages. Check any separate storage-limit message. |
| Upload failed or the document keeps loading | Check whether the file was saved before retrying. If needed, export a fresh readable copy; keep the intended content intact. |
| The document or layout changed in another tab | Reload the current document before saving the layout again. |
Delivery, links and status
| Problem | What to do |
|---|---|
| One or more people have no signing email | Check the saved email, spam folders and Signing order. Use Send a reminder when offered. |
| Request already sent or another attempt is in progress | Open the existing request and read its current status before trying again. |
| Missing, expired or cancelled link | Ask the landlord to check the request. A cancelled request needs a new request if signatures are still required. |
| Send or status refresh failed | Reopen the request and check whether sending succeeded. If unclear, contact support with its reference and exact error. |
| Complete my signing is unavailable | Finish your assigned required fields and acknowledgments. Check whether it is your turn to sign. |
Before and after sending
Before sending, review the PDF, Signers, field assignments and payment prompt. Review & send saves preparation; use Send for signature only after checking the review.
After all signatures are complete, open Signed PDF. For an addendum, compare the signed changes with the lease terms and scheduled charges.
Check the result
- The error points to a specific field, file, recipient or request state.
FAQs
Will people need to sign a replacement again?
Yes. A new request has its own signing process. Keep the earlier document and request history.
What should I send to support?
Include the request reference, the exact error and the step where it occurred. Share a screenshot that leaves out private document contents.