Documentation

When signing or payment fails

Documentation

The signer cannot sign

They are using someone else's link

Each signer gets their own link, and a signature is attributed to the person whose link produced it. A forwarded link is the usual cause of "it says I have already signed" or of a signature landing under the wrong name.

The fix is to send that person their own link from the inspection, not to work around it.

The link expired, or was revoked

Both fail closed — the link stops resolving rather than opening a page that quietly does nothing. Reissue from the inspection.

They signed, but the agreement still shows outstanding

Check the completion policy. Where an envelope requires all signers, one person signing leaves the envelope open, correctly. The signer sees their own step as done while the agreement waits for the others.

Signing on a phone

The signing page is built for it: the agreement text, then a signature area you draw in. If somebody cannot produce a signature at all, the usual causes are a browser blocking the page's scripts or a zoom level that has pushed the control off-screen.

A signature will not verify

First, establish which verifier says so — the three do different amounts of work:

Verifier	Checks
The envelope's verification page	This envelope, against the key recorded on its rows
The QR code on the signed PDF	The same thing, from paper
The offline verifier	The whole chain, in your browser, from an export

Then read what it actually reported:

"Predates verification" — the envelope was signed before the integrity layer existed. Nothing is wrong; there is simply nothing to check.
A broken chain, naming a row — that is a real integrity failure and it should be treated as one. Do not attempt to repair or re-sign anything; a re-signed record is a fabricated one, and the chain exists to make exactly that visible.
"No key for this signature" — should not happen: retired keys are kept permanently and verification resolves the key each row names. If you see it, report it rather than rotating anything.

Rotating your signing key does not break old signatures. If someone reports that it did, that is a defect, not a consequence — the rotation page explains the mechanism in Rotating your e-signature key.

Payment problems

The card was declined

Declines are the card issuer's decision, and the reason usually is not visible to you. Ask the client to try another card, or record the payment yourself when they pay by other means.

They paid, but the report is still locked

Recording a payment on the invoice is what closes the gate on the inspection. If a client paid outside the system — cash, cheque, transfer — mark the invoice paid and record the method; that releases the report as though they had paid through the site.

They paid twice

Check whether a deposit taken at booking was applied to the invoice. Deposits sit against the job until an invoice exists, and they are applied when it is raised — a client shown the full total with no sign of their deposit is the version of this that generates a phone call.

The invoice does not match what was agreed

Prices are copied onto the job when a service is added, so the job keeps the figure from that day. A line can also carry an override typed at the door. And once an invoice is raised, the invoice is the authority over both.

So an invoice differing from today's catalogue is usually correct. Compare it against the services on the inspection rather than against the price list — Services and pricing.