Troubleshooting

The snags people hit most, and how to clear them. If none of these fixes it, reply to any email from us and we'll help.

The signing link never arrived

Check the spam/junk folder — a first email from a new sender often lands there.
Confirm the recipient's email address on the tracking page. A single wrong character means the mail bounced; use "fix email" to reissue the link to the corrected address.
Ask the recipient to add our sending domain to their contacts, then use "resend" from the tracking page.
Corporate mail filters sometimes hold outside links for a few minutes. If it still hasn't arrived after 15 minutes, resend.

Open it in a real PDF reader (Adobe Acrobat Reader, Preview on Mac, or your browser's built-in viewer) rather than an email preview pane.
If you downloaded it on a phone, try opening it on a computer — some mobile mail apps preview PDFs poorly.
Re-download the file; a partial download can look blank. The download link in a completion email expires after a while for privacy, so request a fresh copy from the tracking page if needed.

Make sure you pressed the final "Sign" / "Finish" button — placing the signature isn't the same as completing.
Some viewers cache the pre-signed version. Close and reopen the file, or open it in a different reader.
If you self-signed, the signed PDF is the file your browser downloaded — check your Downloads folder for the newest copy rather than the original you dragged in.

Check that the card isn't expired and has funds; the most common cause is a bank declining a first-time online charge.
Some banks flag international payments — approve the charge in your banking app or call your bank, then try again.
Try a different card or payment method on the checkout page.
Nothing is charged when a payment fails, and your free plan keeps working. If it keeps failing, reply to any of our emails and we'll help.

Signature requests and completion download links expire for security. Ask the sender to resend the request from their tracking page, which issues a fresh link.
If you're the sender, open the request and use "resend" — the old link is replaced by a new one.

The code is 6 digits and case-sensitive where letters are used — type it exactly as shown in the email, with no extra spaces.
After several wrong attempts the code locks for a short period; wait a few minutes and try again.
If you still can't get in, ask the sender to resend the request so a new code is issued.