Troubleshoot digital signature issues

Modified on Tue, 26 Mar 2024 at 11:43 AM


1. Their email provider has sent the email to a ‘Junk’‘Spam’ or ‘Clutter’ folder

Asking your recipient to check these folders is often the best place to start – if it has landed here, they can ‘whitelist’ Signable to ensure future emails are sent straight to the inbox.

2. Your recipient is looking for an email delivered by you, rather than ‘’

Often your clients will be expecting an email from your address, please remind them that the email will come from

3. They’re not the next recipient in the signing order

When sending to multiple parties, your envelope will be sent according to the order you’ve entered the party email addresses. Once sent, you can’t adjust the signing order itself, so the party signing before your recipient will need to sign before they will receive the envelope email.

4. The wrong email address was entered when the envelope was sent

If an email has bounced, the sender of the envelope will need to correct the email and resend the document

5. Your recipient has previously unsubscribed from Signable emails

To reverse this (with permission from the recipient), please contact Signable on. 0800 612 6263 / 0117 214 0 412

6. The email is showing as bounced

It could be due to many reasons. Some of these are outlines below: Wrong email address supplied by the client, or a mistake by yourselves, Their email address is having technical difficulties, They have reached their mail space quota, Free emails (such as Hotmail, Yahoo!) are often disabled due to inactivity.

7. Missing tenant name

This is usually a result of an edit of a name in the tenant record or deletion of a person record from Contacts.  This will show in a number of places as shown below  

 sort order     

To fix this delete the tenant record from the tenancy and re-add the tenant. See 2nd image below to correct this delete the tenant and re-add. In the case of one tenant re-add first then remove old  


8. Documents that get received  blank

PDF`s provided by many of the landlord association have special fill-able PDF form fields embedded inside the documents for users to add details. These are not supported by signable. They will be sent blank These documents require flattening.  flattening is the process of removing this separate form data and adding it like text, images, and shapes into the actual PDF data stream.

The PDF will still look the same but the user can no longer interact with the forms. It stops the form values from being editable and easily changed. (See No 9 on how to flatten these documents)


9. PDF`s that cause an error at the end

When trying to send a PDF or attach PDF that is password protected or downloaded from certain websites an internal error may occur. Signable cannot handle these documents type. These documents require flattening.  flattening is the process of removing this separate form data and adding it like text, images, and shapes into the actual PDF data stream. 

The PDF will still look the same but the user can no longer interact with the forms. It stops the form values from being editable and easily changed. If an internal error shows you will need to flatten the PDF


  To flatten open the document and go to print


  print to microsoft print to PDF>print


10. When using pre-defined signature fields the second signature won`t allow for the signer to sign

This may happen as a result of a  hidden character in the string. This will show as the spacing between the string and the cursor,  


11. I`ve received a document to sign and I am being asked to sign as a tenant

This happens when you have inadvertently put your name in the wrong boxAccording to signable, this is still legally acceptable


12. An email sent by Signable has failed

Sometimes you may receive an email notifying you that the document you sent out has bounced back. There could be different reasons for this email failure. One of the reasons could be that the user's mailbox is full. If the bounce reason states something like 'User does not exist' please check that you have entered the user's email incorrectly. If you are sure you have, please double check with the user that it is the correct email address.

13. My contract layout has changed

Any conversion from one format to another uses 3rd party conversion software. This conversion can cause distortion and changes to the layout of your document. To avoid this there are simple rules to follow.

  • Avoid complicated formatting and footers. We advise that you strip these out by copy and paste to notepad and then putting back into a word document. Mailmerge and digital signature work best with simplistic documents
  • Keep a nice distance from the top and bottom of a page to prevent the conversion from moving text to another page
  • Avoid conversion to PDF if you're sending off for DIGITAL signature. Conversion can cause distortion and its an unnecessary conversion as signable will convert to PDF

14. The document returned a field not signed, but it shows signed in the activity log

Two reasons can cause this. Please note that according to signable If stated on the activity log then legally it was signed a/ The reason is the pre-defined variable is on two lines. Ensure you don't put the variable to close to the end as it may go on to two lines. To solve the issue simply change the layout so signatures do not go across the page.  

b) The recipient put a single character and hit submit  


15. Error code 554

A 554 email error is sometimes thought of as a catch-all of email errors. It is generally used when there is a generic delivery failure that another email error code doesn't directly define a problem for. Some mail servers also use a 554 error even if there is a specific error code that defines what went wrong already  

16. Which file formats do you accept when I upload new documents or templates?

Signable currently accepts a few file formats when uploading a document, either as a new envelope or as a template. While Signable does support the formats below, they always recommend uploading web-optimized PDF files as they find these are the most consistent and they experience very few formatting issues with these. Please also be aware that Signable currently only supports files in A4, portrait, and landscape orientation. The file formats we currently support are:

  • PDF
  • Microsoft Word (doc, docx)
  • Microsoft Excel (xls, xlsx)

17. Which file formats do you accept when I want to attach documents to the contract to be signed

Only .docx, .xlsx and .pdf are allowed


17. Errors at the end after you submit

This is a timing issue with signable not responding to our request to pick up the document.  Try and resend from the dropdown. Wait for 30 min until doing this as we need to wait on signable servers to respond. This can happen during a busy time when signable servers are handling lots of documents.


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