FAQ and troubleshooting
Using the app
Section titled “Using the app”Do the people I send documents to need an account? No. Signers use the link in their email. See What signers see.
Why can’t I see OneDrive or Teams in the file dialog? You need to be signed in with Microsoft (automatic in Teams; Sign in with Microsoft in the browser), and your organization must have approved the app’s Microsoft 365 access. See Opening and saving files.
I edited text but the old text is still in the file. That’s how Edit existing text works: it covers the original and writes new text on top. Use Redaction to remove content.
I saved with “Save as” but the file in OneDrive didn’t change. Save as / optimize, Extract and Split save to your computer. Use Save to OneDrive or Teams… or plain Save.
A protected PDF opens without a password in some apps. If you set only a permissions password, anyone can open the file; restrictions are enforced by the viewer. Use an open password for confidential documents. See Password protection.
My signatures disappeared. Signatures you create in the editor are stored in that browser only. Clearing site data, or using another browser or device, starts fresh.
Signing
Section titled “Signing”Does a request with five signers use five signing requests? No, one. A signing request is one document sent, however many signers it has.
Does canceling a request give it back? No. It’s counted when it’s sent.
Why did the invitation come from the service and not from my mailbox? Invitations come from your mailbox only when you’re signed in with Microsoft at the time you send. Reminders that are sent automatically, and invitations to later signers in an in-order request, always come from the service on your behalf. See Signing emails.
Someone declined by mistake. Declining stops the request for everyone. Send the document again as a new request.
Can I change the document or the signers after sending? No. Cancel the request and send a new one.
How do I prove a signed PDF hasn’t been altered? Compare its SHA-256 with the Signed SHA-256 on the request’s page. See Certificate of completion.
Administration
Section titled “Administration”Someone in my organization can’t sign in. Check Admin → Users: are they listed and active, and is there a free license? If you rely on automatic joining, check it’s on in Admin → Settings and that Microsoft 365 is connected. The message they see tells you which; see Errors.
How do I cancel our subscription? Through Payment method & invoices on the Billing page, if the operator has enabled canceling in the billing portal. Otherwise contact support@example.com.
Can I delete activity log entries? No. The log is write-only by design.
We need more than the largest plan. Contact sales@example.com about a custom plan.
Operations
Section titled “Operations”The API won’t start in production. Read the Missing production configuration message: it lists what’s missing. See Configuration.
Startup fails with a migration error after hardening the audit log.
Set AUDIT_ADMIN_DATABASE_URL to an owner connection for the audit database; migrations need it once the writer is insert-only. See Database.
Client IPs in the activity log are all the proxy’s address.
Set TRUST_PROXY to the number of proxies in front of the API.
Signing links from reminders show “This link can’t be used”.
SESSION_SECRET was probably changed after those requests were sent. See Configuration.
Where do I see emails in development?
/api/dev/emails. See Local development.