Consigne
I cannot get the signature to work
The code never arrives, the link expired, the document will not open: what to do in each case.
Almost every problem when signing is one of these four, and all four are fixable without calling anyone.
| What happens | Why | What to do |
|---|---|---|
| The code never arrives | Poor signal, or the number is not yours | Request another code. If that fails too, tell the sender: they may hold the wrong number |
| The link has expired | Links have a deadline | Ask the sender for a new one. It is immediate |
| The document will not open | Slow connection or a very old browser | Try another browser, or mobile data |
| I lost the email | Usually in spam | Search for the sender's name; failing that, ask them to resend |
Worth knowing
Requesting another code invalidates nothing: the document is still waiting, and signing it a day later is worth exactly the same.
What not to do
- Sign on someone else's behalf, even if asked. The signature states who you are, and that is precisely its value.
- Forward your link to a colleague so they can sign for you. Let them sign with their own.
- Print, sign by hand and scan it back, unless asked to: it loses the evidence.
›How many times can I request the code?
As many as you need, with a few seconds between attempts.
›Can I sign without a phone?
It depends what the sender required. If they require a phone code, you need one.
›What if the document has an error?
Do not sign it. Speak up: correcting and resending is faster than voiding a signature.
A real case
The situation
You are somewhere with no phone signal and the SMS code never arrives.
What you do
- Wait until you have wifi
- Request another code
What you get
You sign that same evening; the document was still waiting.
The situation
The code does not reach the phone.
What you do
- Checks the registered number and asks for a resend
What you get
The blockage clears without changing the document.
The situation
The link has expired.
What you do
- Asks whoever sent it for a new one
What you get
The new link arrives in a minute.
The situation
The document will not open in the browser.
What you do
- Tries another browser or device
What you get
The problem is located before reporting it.
The situation
The signer is on a network that blocks the domain.
What you do
- Signs from another connection
What you get
The signature is resolved the same day.
The situation
The signature stalls halfway and it is unclear whether it counted.
What you do
- Checks the status before repeating
What you get
The same document is not signed twice.
This article answers
- the signing code never arrives
- the signature link has expired
- the document will not open
- i lost the signing email