I can't sign the document

Help with signing the document

Anthony avatar
Written by Anthony
Updated over a week ago

If you are not able to sign the document please try the following steps:

  1. Make sure you have been granted rights to sign a document. Some users can be added to a document without signature rights.

  2. Check that you have scrolled all the way to the bottom of the page before pressing the sign button. This only becomes active once you have reached the bottom of the page

  3. If you have scrolled down and you still can't seem to click the sign button, make sure you zoom out to 80%. You could experience some issues if your zoom is set up at 100% or more.

  4. If your document is only 1 page and you can't seem to press the button to sign, you can try to zoom in instead, to 125% or above, until you have a scroll bar, then scroll to the end and try pressing the button again.

  5. Check that you are still signed into the system be refreshing the page. You may have been timed out

  6. Signing the document will only be available when all parties have accepted the draft of the agreement.

  7. In the instance where a counterparty has taken control of the document, the other party cannot sign unless it has been sent back by counterparty. The latter must click the 'Send document' button to send the document back to the party or else the signature flow gets interrupted. Unless that is done, the party will see a banner with similar words: Party B has control of the document. You can't make edits until they send the document back to you.

  8. If a party has moved the document to the signature stage and the counterparty takes control of the document before the first party has had a chance to sign it, the first party will not be able to sign the document until the counterparty sends it back. The first party will see this message when they hover over the sign button: Signing will be available when all parties accept the draft so they will need to revisit the document in the 'My documents' tab and move it back to the signature stage in order to restart the signing process.

  9. Check that you are using a supported browser. Supported browsers are:

  • Edge v80 +

  • Firefox v78 +

  • Chrome v80 +

  • Safari v13 + (some negotiation features are currently unsupported on Safari)

  • Opera v68 +

  • We are unable to support Internet Explorer

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