The short answer

Start from the document record. Duplicate requests and guessed signing links make troubleshooting harder and can create conflicting active agreements.

Availability: Available to accounts with access to Booking System or Document Editor. Providers and advanced controls depend on account configuration.

Step-by-step

  1. Confirm document and recipient

    Use the actual document ID, verify recipient email, expiration and signer status, and capture the exact error.

  2. Check payment configuration

    Confirm Require Payment is saved and the selected provider is active with the intended amount, currency and timing.

  3. Check environment and transaction

    Ensure credentials belong to one sandbox or live environment and find the attempted provider transaction.

  4. Compare audit states

    Review sent, viewed, signed, payment-received and status-change events to find the missing transition.

  5. Escalate safely

    Provide document ID, transaction ID, time, amount, currency and sanitized error. Never send provider secrets or full card data.

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