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Open the agreement from the row’s menu on the case’s Service Agreements tab and check the documents, the signers, and their email addresses. To change them after sending, see E-Signature. Don’t start a second request while the first is still out, because your client can still sign the old one. Ask the signer to use the latest email and to check spam or filtered mail. Open the agreement from the row’s menu and check the email address under their name, then select Remind. You can also copy their signing link with the copy button next to their name. Anyone with the link can sign as that person, so send it only to them.

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If the signed file is missing

Check the agreement’s status on the case’s Service Agreements tab first. When it shows Completed, select the download button on its row, or open the case’s Files and look in the Service Agreements folder. If the agreement shows Completed but the file is missing, note the case ID, agreement name, signer, approximate completion time, and visible status for support.

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Multi-signer issues

Check the signing order and every signer on the E-Sign tab before sending. If a signer or a sign area must change and nobody has signed yet, reopen the agreement with Reopen to edit and send it again. If anyone has already signed, start a New agreement with the correction.

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Escalate safely

Include the case ID, document name, status, approximate time, and a screenshot. Don’t send the agreement, the signing link, or client credentials in an unapproved support channel. See Agreements & e-signatures.