# Salesforce Status Update & Signed Document Upload Troubleshooting

If you cannot see status updates after a customer has opened or signed a document or if a signed document is not uploading to Salesforce.

April 23, 2026

**Note: A salesforce admin or a user with the appropriate privileges will be needed to make any necessary changes.**

**Refer to the full Salesforce installation guide for any additional details.**

**[Installation Guide](http://help.getaccept.com/en/articles/3919900-installing-getaccept-for-salesforce)**

**If you're having issues with seeing status updates for documents sent with GetAccept in Salesforce and/or if signed documents are not uploading to Salesforce, there is likely an issue with the Listener Site.**

# Troubleshooting

|     |
| --- |
| 1. **Confirm that the Listener Site is Active.**  <br>1. Go to Setup<br>2. Go to "Sites"<br>3. Confirm that GetAccept listener is shown and "Active"<br>4. If the listener was not active, set to "Active"<br><br>2. **Confirm that Listener Path is correct**  <br>1. From the "Sites" page, click on the GetAccept listener under "Site Label"<br>2. Confirm that Path is shown as "/listener"<br>3. If path is not correct, update<br><br>3. **Confirm that correct GetAccept Apex Class is enabled**  <br>1. From the "Site Details" page for the GetAccept Listener, click "Public Access Settings"<br>2. Select "Enabled Apex Class Access"<br>3. Confirm that "GetAcceptListenerClass" is enabled<br>4. If "GetAcceptListenerClass" is not enabled, click edit and add "GetAcceptListenerClass"<br><br>4. **If changes made in steps 1-3 do not resolve the issue with seeing status updates for documents sent with GetAccept in Salesforce and/or if signed documents are not uploading to Salesforce, you will need to reset the Listener.**<br>01. Go to Setup<br>02. Go to "Sites"<br>03. Copy the Listener URL for the GetAccept listener that was previously set<br>1. Refer to the installation guide if the listener was never set up<br>04. Go to "Visualforce Pages"<br><br>05. Click the pop up icon under actions (beside security) for "GetAcceptConfiguration"<br>06. Enter GetAccept user name and Password<br>1. This user should never be removed from GetAccept<br>07. Enter the listener URL copied in step 4<br>08. Check the "Download Signed Documents" box.<br>09. Click Save<br>10. **Test that the listener is now active by sending a test document with GetAccept and signing it.** Status updates should occur and the signed document should upload to Salesforce as expected.<br> |

**If you're still having issues, please contact our support team for additional assistance.**