Issues related to the document

Explains the most common issues related to documents

May 27, 2026

Common Resolutions

If you are experiencing issues with a document in GetAccept, please refer to these common resolutions before reaching out for further support. This guide covers signing errors, send failures, missing field errors, and other technical issues that can block document workflows.

Important: If your question relates to the content of the document (such as contract terms or pricing), please contact the sender directly. This guide only covers technical issues related to the signing process in GetAccept.

Pro-tip: Start by identifying whether your issue is a signing error (recipient cannot complete signing), a send error (sender cannot deliver the document), or a content question (terms, pricing). Signing and send errors are covered below; content questions should go to the document sender.

1. Missing Required Fields

• Ensure all required fields are filled in before attempting to sign the document.
• Required fields are usually marked and must be completed for the signing process to proceed.

2. Document Not Fully Read

• You must scroll down and review the entire document before the Sign button becomes active.

3. Required Attachments Not Viewed

• If the document includes attachments that require review, they must be opened before signing is allowed.

4. Missing Required File Uploads

• Some documents require the recipient to upload files (e.g., identification proof). These must be uploaded before signing is possible.

5. Document Doesn't Load Properly

• Refresh the page and try again.
• If the issue persists, use the contact form to receive assistance from our support team.

6. Handwritten Signature Doesn't Look Right

• If using a trackpad, try looking at the trackpad while signing for better accuracy.
• Remember: A handwritten signature is not required for a legally valid e-signature.
• To learn more about the validity of GetAccept's e-signatures, read this article.

7. Incomplete Document Signing

• If recipients receive reminders to sign after providing their signature, they may have missed the final step.
• Even after drawing a signature, recipients must click the Sign the document button at the bottom to complete the process.
• Without this final confirmation step, the signing is not registered and confirmation emails won't be sent.

8. Signing Order Management Issues

• In documents with a signing order, each person must complete their action before the next recipient is notified.
• Ensure all recipients follow the predefined sequence.
• Avoid sharing document links with later Recipients before earlier signers have completed their actions.
• Note that internal approvers must approve documents first if they're part of the signing workflow.

9. Signing Errors and Blockers

If a recipient gets an error when trying to progress to signing, the most common causes are unmet field requirements, verification problems, or browser/session issues. Work through these checks in order:

• Required field validation: Every required text field, checkbox, dropdown, date field, and signature element must be completed before the signing action becomes available. An error progressing to signing usually means at least one required field is still empty.
• Verification failures: If the document uses SMS, password, or eID verification (such as BankID, BankID NO, MitID, or FTN), the recipient must complete the verification step. A wrong code, expired SMS, or canceled eID session will block signing.
• QES restrictions: Documents sent with Qualified Electronic Signature (QES) do not allow recipients to fill in form fields during signing.
• Browser or device issues: Older browsers can prevent signature elements or eID flows from loading correctly.
• Network timeouts and session expiration: The recipient should reopen the document from the original email link and complete signing in one session.
• Document expired: If the document has passed its expiration date, recipients cannot sign. The sender can extend the expiration date to reactivate signing.

10. "Failed to Enable Signing" Error When Activating Signing

If you see an error when trying to make a document signable, the document is missing something required for the signing flow to activate.

• Signature element is present: If you removed it, add a signature element back to the document.
• Recipient role is correct: Confirm that recipients intended to sign are assigned the Signer role.
• PDF integrity: If the document was built from an uploaded PDF, try re-uploading the file.
• Refresh and retry: Reload the page and attempt to enable signing again.

If the error persists after these checks, contact support with the document name so we can investigate.

11. How to Find Missing Mandatory Fields

If you try to send a document and get an error that mandatory information is missing, you need to locate the unfilled required fields before you can proceed.

• Editor blocks: Required fields in the Editor (text input, email input, date, dropdown, checkbox, signature) are visually marked. Scroll through the document and look for fields with required indicators that are still empty.
• Uploaded PDFs: Required fields placed on a PDF (signature, initials, text, date, checkbox) are highlighted on the page. Scroll through every page of the PDF and check that each marker has been completed or assigned.
• Recipient assignment: An unassigned signature or initials field will block sending. Open the recipients panel and confirm every field is tied to a signer.
• Sender fields: Some fields are filled by the sender before sending (not the recipient). Make sure all sender-filled fields contain values.

12. Recipient Cannot Sign a Document

If a recipient says they cannot sign, the cause usually falls into one of three categories:

Signing button not visible

• The document may not be signable. Non-signable documents are review-only and do not show a signing button.
• The recipient may have the wrong role. Only recipients with the Signer role can sign. Viewers and approvers cannot.
• The recipient may be earlier in a signing order that hasn't reached them yet. They will be notified when it's their turn.

Signing button visible but disabled

• Required fields are not filled. Scroll through the entire document and complete every marked field.
• Required attachments have not been opened. Open each attachment marked as required.
• The full document has not been scrolled through. Scroll to the bottom of every page.

Signature not registering after clicking Sign

• The recipient may have drawn or typed a signature but missed the final Sign the document confirmation button at the bottom of the page.
• The document may have expired during the session. Ask the sender to extend the expiration date.
• The session may have timed out. Ask the recipient to reopen the document from the original email link and try again.
• Verification (eID, SMS, password) may have failed silently. Ask the recipient to retry the verification step.

13. Cannot Send a Document

If you cannot send a document, the most common causes are recipient configuration, account limits, or email delivery problems.

• Recipient email format: Typos or invalid email formats will block sending. Confirm each recipient's email address is entered correctly.
• Recipient roles: A signer must always be the final step in the signing order; an approver cannot be last.
• Hard bounce: If a recipient's email is not deliverable, update the recipient's email or remove and re-add the recipient.
• Account limits: If sending is blocked due to account-level restrictions, contact your account administrator.
• Required fields not assigned: Confirm that signature, initials, and recipient-fill fields are assigned to a recipient before sending.
• CRM sends vs. web app sends: If you are sending from Salesforce, HubSpot, Pipedrive, or Microsoft Dynamics, the integration may surface different errors than the web app. Confirm contact roles and required CRM fields are populated on the deal or opportunity.

If none of the above solutions resolve your issue, please contact our support team using the chat in the bottom right corner for further assistance. For smooth signing workflows, always remind recipients to confirm with the "Sign the document" button and follow signing orders strictly.

14. Expired Non-Signable Deal Room (Digital Sales Room)

If a non-signable Deal Room (a Digital Sales Room used to share information, presentations or videos rather than collect a signature) reaches its expiration date, the standard "share document link > update expiration date" flow does not always expose an editable expiration field for that document type. Recipients can no longer open the link.

How to recover access:

1. Open the expired Deal Room from your document list.
2. Open the three-dot menu on the document and select Create new version.
3. Send the new version. The recipient will be able to open it again.

Note: Creating a new version does not carry over the in-document chat history from the previous version. If you need to preserve the chat history, contact your GetAccept Support team before recreating the document.

Newer non-signable documents created in GetAccept may not have an expiration date set by default, so this scenario typically only applies to existing/legacy Deal Rooms that were created when a default expiration period was in effect. If you create the Deal Room fresh today and it is non-signable, you should not see an expiration on it.