Troubleshooting common issues

Missing menu link or access denied

Ask an administrator to verify the current business and role permissions. Sign out and back in after changes.

PAYG balance unavailable

Confirm the business has an active eSignature Requests subscription and credit record. Check that the signed-in profile contains the correct business and subscription identifiers.

PDF will not upload or preview

Use a valid, unprotected PDF within the supported size limit. Open it locally, re-export it if corrupted, then upload again.

Fields are missing or misplaced

Return to Place Fields, select the correct document and recipient, save, then check every signer in Preview.

Email not received

Review Delivery and Audit, verify the address and ask the recipient to check spam or quarantine. A Sent status means the mail service accepted the message, not that it reached the inbox.

Signing link does not work

The request may be cancelled, expired, completed or already used. The sender should inspect the current request status and create a replacement when necessary.