Fixing common problems

An email hasn’t arrived

• Check the junk or spam folder, and mark the email “Not junk” so future ones arrive.
• Check the address is spelled right: on the document page you can see each signer’s email. If it is wrong while the document is waiting, cancel it, duplicate it, correct the address and send the copy.
• Work email systems sometimes hold messages for a few minutes, or quarantine them. Ask the person to check, or to ask their IT team.
• Choose Remind next to the person to send the email again (up to 3 times, once a day).
• If the person is with you, use Sign in person instead.

A signing link won’t open

• The document may have been cancelled, declined by someone else, or passed its deadline. The page says which.
• It may not be their turn yet, if people sign one after another. They are emailed when it is.
• They may need an access code, which comes in a separate email or from you.
• Links are personal. A link forwarded to someone else still signs as the original person, so ask the sender to add the right person instead.

I can’t send my document

The Review screen lists what is stopping it. The usual reasons are:

• someone still has a placeholder address: use the pencil next to them to add their real email;
• a signer has no Signature field: choose Place a signature in the guide strip;
• a dropdown or radio buttons field needs at least two options;
• your trial or plan has ended, or your Lite documents for this month are used up: see Plans, prices and billing.

My PDF won’t upload

• It must be a PDF of up to 15 MB and 100 pages. Compress large files first.
• Remove any password from the PDF.
• You may have 25 unfinished drafts already. Send or delete one.
• Word documents and images need saving as a PDF first. See Uploading a PDF.

The New document button has a padlock

Your trial or plan has ended, or a payment didn’t go through. Choose the button to go to Plan and billing. Everything you have made is still there.

I can’t log in

See Can’t log in?. If you have just signed up, confirm your email first: look for the confirmation email, including in your junk folder. The link works for 24 hours.

Still stuck?

Email hello@docketsecure.com with what you were doing and what you saw, and we will help.