Troubleshooting

Troubleshooting

Start by checking the active workspace, agreement state, and any message shown by the application. If you need help, record the time, the action you attempted, and a request ID if available.

Problem	What to try
Verification email did not arrive	Check spam, confirm the address, request a new message, and ask the operator to check email delivery
Teams registration rejects my email	Use your business email or choose Individual for personal use
Password is rejected during registration	Use 8–128 characters with uppercase, lowercase, digit, and special character
Authenticator code is rejected	Enable automatic time on the authenticator device and use a current code; seek approved account recovery if locked out
Invitation is invalid or expired	Ask the sender or inviter for a new link; do not ask another recipient to share theirs
Agreement is missing	Confirm workspace, clear search and filters, and check drafts, review, and archived views
Upload fails	Check the 15 MB agreement limit, supported file type, and password protection; try an unlocked PDF
Preview differs from my Word document	Convert to PDF and inspect page layout before placing fields
Cannot edit a document	Check state and permissions; sent/completed records are not ordinary editable drafts
Cannot approve a review	Confirm you are the assigned reviewer or an authorized administrator
Signer cannot finish	Check recipient field assignment, required answers, validation, consent, OTP, expiry, and sequential turn
Recipient did not receive an invitation	Verify the address, spam folder, and notification history; operator may need to inspect email configuration
Completed file is unavailable	Ask the administrator to check sealing, configured signing services, and saved final document output
PDF authenticity lookup fails	Use the exact completed file and supplied verification identifier; obtain an original copy from the sender
PDF reader says issuer is untrusted	Follow approved certificate-trust policy; do not trust an unknown root just to remove the warning
Batch verification or export fails	Current browser and server payload contracts differ; ask the operator for a corrected flow or use the documented API with approved tooling
“Offline” verification result seems unreliable	Do not rely on the browser fallback as cryptographic proof; use an independently validated report or approved validator
API returns 401	Obtain a valid token using approved provisioning; check expiry and revocation
API returns 403	Check required scopes, role, active organization, and resource access
API returns 409 on a retry	Check idempotency key/payload consistency or wait for the outstanding identical request
API returns 404	Confirm API origin, route family/version, identifier, and access; v2 is a document alias only
API client rotation control fails	Current server has no matching rotation route; contact the operator for supported provisioning
Webhook test works but real events do not arrive	Operator must check event production, outbox dispatch, and background delivery processing
Webhook signature check fails	Use exact raw body bytes and literal secret text; select the correct rotation key
Webhook replay repeats a business action	Implement durable event-ID deduplication in the receiver

Request useful help safely

Send private support the page or API path without secret tokens, approximate timestamp and timezone, request ID, expected result, and exact visible error. Use synthetic content to reproduce issues where possible.

Before posting a public issue, remove private document content, personal information, email addresses, signing/reset links, OTPs, authorization headers, cookies, credentials, and sensitive infrastructure details. A screenshot should help someone understand the control or error without exposing your account or documents.

Related: Feature Availability · Security and Audit Trail.