Troubleshooting
What to do when something goes wrong
The most common failures, how to fix them and what support needs to help you fast.
Almost everything that looks like a platform failure is one of four things, and three of them are fixable without writing to anyone. It is worth ruling them out in that order before raising it.
The error code, and why it matters so much
The error code
When something genuinely fails, the screen gives you a code shaped like E-260812-4F2A. It is not decorative: it identifies that specific failure, with its time and context. Copy it and send it. With it, support finds the problem immediately; without it, they are guessing from your description.
The most common failures
| What you see | What it usually is | What to do |
|---|---|---|
| The file will not upload | It is over 30 MB, the per-file limit | Split or compress it. If it is a scan, drop the resolution to 200 dpi |
| The person says they received nothing | The notice is in their spam folder, or the contact has the wrong email or phone | Check the contact details and resend the notice by hand from the case |
| The signature SMS code never arrives | The number on file is a landline or mistyped | Cancel the request, fix the phone number and send again |
| Automatic reading got a field wrong | The document is blurry, rotated, or a photo taken in poor light | Correct the field by hand and, if you can, upload a better copy |
| A screen will not load or goes blank | Usually a one-off connection problem | Reload. If it persists, check the status page before reporting |
Before writing to support
- 1
Check the status page
If there is a general incident it is published there. In that case there is nothing to report: it is already being worked on.
- 2
See whether it happens to anyone else on your team
If it works for everyone else, the problem is in one specific piece of data or in a browser, and that narrows it down a lot.
- 3
Try reloading and doing it once more
One-off network glitches look a lot like real failures, and you cannot tell them apart without trying again.
- 4
Note down the three details
The error code if there is one, exactly what you were doing, and roughly what time. That is almost always enough.
Worth knowing
"It does not work" is the description that wastes the most time. "Clicking Send on a signature request with two signers gives me code E-260812-4F2A, around 10:15" usually gets solved the same day.
Frequently asked questions
›Where do I find the error code?
It appears in the error message on the screen itself, usually at the end. It is shaped E-YYMMDD-XXXX.
›What do I do if the notice email bounces?
The case flags bounces. Fix the address on the contact record and resend: the request does not have to be rebuilt.
›Can I tell whether the other person opened the notice?
Yes. The case or the signature request shows when it was sent and whether the link was opened, which is what separates "it never arrived" from "they have not looked".
›Automatic reading always fails on one type of document. Is that normal?
If it repeats with the same format it is worth telling us, saying which document type. A one-off failure on a bad photo is not the same as a pattern with a specific form.
›Is anything lost if it fails halfway?
No. What was delivered stays delivered; whatever did not complete can be repeated without starting over.
A real case
The situation
Uploading a 45 MB scan, the screen warns that the file is too large.
What you do
- Rescan at 200 dpi instead of 600, or compress the PDF
- If both versions really are needed, upload the light one and certify the heavy one separately
What you get
The document goes through and reads just as well: 200 dpi is more than enough for text.
The situation
A ticket is opened without saying which file it happened in.
What you do
- Copies the error code and the file before writing
What you get
Support does not have to ask for the same information twice.
The situation
The failure only happens to one person on the team.
What you do
- Tries the same thing with another account before escalating
What you get
A permissions problem is told apart from a system one.
The situation
An error appears and clears by itself shortly after.
What you do
- Notes the exact time and what was being done
What you get
The case can be investigated even if it no longer reproduces.
The situation
«It does not work» is reported with no further detail.
What you do
- Describes what was expected and what happened
What you get
The first reply is useful rather than a question.
The situation
Several people report the same thing through different channels.
What you do
- Gathers the cases into one ticket
What you get
The problem is worked once rather than five times.
This article answers
- what does error code E- mean
- something is not working in Code Contract
- the participant is not receiving the notice
- how do I report a problem to support