Fixing a signing or delivery problem

Start with the message on the signing page and the status of the existing request. Most problems can be checked without sending the agreement again.

Find the existing request first

If you sent the contract, open Grow → Contracts → Sent contracts. Find the request by name and contract type, then open its row and locate the same request in the type's Requests list.

Check its Status and Signers count. Use All and All types, check other pages, and reload the list if it is missing. Resolve any loading error before assuming it was never created.

If sending timed out, check this list before trying again. Send another creates a separate request. For a wrong recipient or agreement, follow the correction steps in Sending a contract for signature.

If the request was never sent because the template or sender details are incomplete, return to Setting up contracts for your business.

The invitation did not arrive

1. Ask the recipient to check their spam folder and search their inbox for the agreement or sender.
2. Confirm that the request was addressed to the right person and email address.
3. Check how you chose to deliver it. With manual link delivery, you need to share each person's own signing link. With sequential signing, later signers wait for earlier signers to finish.
4. If the person is eligible to sign now, use Remind [name] or Send to [name] in the request's actions menu. Follow Tracking signatures and reminding signers.
5. Ask the recipient to use the newest invitation. If it still does not arrive, check Setting up outgoing email delivery.

A queued email or a Sent status does not prove inbox delivery. Each fresh invitation replaces that person's previous signing link, so avoid sending repeated reminders while they are trying to sign.

The signing link will not open

Use the latest invitation for that request. Open the complete link without shortening it, and use the link addressed to you.

• Unable to load this contract: select Retry if it appears. If the error continues, contact the sender with the message and approximate time.
• Contract not found, or an older link no longer works: a newer invitation may have replaced it. Ask the sender to check the request before sharing another link.
• This contract is waiting for an earlier signer: it is not your turn yet. The sender can check who still needs to sign.
• This signing link has expired: ask the sender to review the request. An ordinary reminder does not extend an expired request; the sender may need to send a new one.
• This contract is no longer active, was declined, or the link was delegated: contact the sender. These messages need a review of the request, not another attempt to complete the same form.
• This contract has already been completed: your signing step is finished. The final documents become available once the whole request is complete.

If the page shows an unexpected agreement or recipient, stop and contact the sender before entering information.

The verification code is missing or rejected

When the page asks you to verify your email:

1. Select Send code and check the inbox for the email address used for this request, including spam.
2. Enter the newest code exactly as received, then select Verify.
3. If the code has expired or is rejected, request a new one. Wait at least a minute between code requests.

Codes expire after 10 minutes. Avoid guessing codes or repeatedly requesting them. If they never arrive, ask the sender to confirm your email address and check outgoing email delivery. Do not share your verification code with anyone.

The document or signing fields are missing

If the PDF fails to display, use its Retry button. If that fails, record the error and reopen the latest invitation. Refreshing or reopening can clear unfinished entries, so check your answers again before finishing.

• The whole form is disabled: complete email verification or Signer information if the page asks for it, and wait for any action already in progress.
• An expected field is missing: check the other pages and documents. You can only complete the fields assigned to your signing role. Ask the sender to check the role and field placement if something is missing.
• A field is read-only or contains incorrect fixed information: ask the sender to correct the agreement. You cannot edit it from the signing page.
• An upload fails: check the file size and type. Each file must be no larger than 25 MB; image fields need an image. For a file field, use a PDF or a supported image such as PNG or JPEG. Wait for the upload confirmation before finishing. If you see an upload-limit error, contact the sender rather than repeatedly uploading copies.

For senders, Adding signer fields and preparing a contract explains role assignment and PDF placement. An agreement already sent for signature needs a separate corrected version when its wording or signing fields must change.

Finish is disabled or reports an error

1. If Signer information appears, fill in Legal name, Signature, and Initials, then select Use for this contract.
2. Complete the required fields across the documents. Follow any field-specific format message and choose from the offered options where required.
3. Review required checkboxes. If you do not agree with a statement, contact the sender instead of checking it just to continue.
4. Read the electronic-signature agreement beside the final checkbox. Select it only if you agree, then select Finish.
5. Wait for the completion message or the page the sender has chosen to show afterward.

Filling in fields or saving signer information does not finish signing. If Finish returns an error, correct the named field and try again. If the result is unclear after a connection error, reopen the latest invitation and ask the sender to check progress before starting over.

Signing is complete but the final copy is missing

Your step may be complete while another signer still needs to finish. Ask the sender to check the request's completion count.

Once the whole request is Complete, follow Downloading completed contracts. That guide also explains how to create fresh download links and what to do if files are not ready.

Get help with an unresolved problem

Send the request name, contract type, visible status, exact message, approximate time, and whether the problem affects one signer or everyone when asking for help. For a field or upload problem, include the field label and file type and size.

Keep verification codes, signing links, and download links private. Crop sensitive document contents out of screenshots unless support needs them through a private channel.