What to do if a signer says they can't complete the document

If a signer says they are unable to complete the document the most likely explanation is that some required fields have not been completed. This article explains how to troubleshoot this issue. To the left of their document your signer will see a list of document fields. Those fields in red are required and will need to be completed. If the signer clicks on an item in the list the page will move to the field.

Optional fields may occasionally need to be completed if the Template was prepared using one-of-a-kind Conditional Logic. A signer should try to complete any field that they believe applies to them.

When all the fields are complete and the Signatures have been added then the document will complete and the page will redirect automatically to a page where the final document can be downloaded (if this is the final signer).

If you are in the web app the way for you to debug this for the signer is to see for yourself which fields are incomplete. Go to the Audit log / details page for the document. Scroll down and with the signer's ‘Fields’ section. This will show you the signer's fields, the ones that are required, and which ones have been completed. Any fields that are required (in green) but not completed (in red) will identify the field(s) holding the signer back. See the gif below.