Though we aim to make the booking process as simple as possible for both you and your client, sometimes, trouble arises. If your client has reached out to you because they're having trouble signing their Contract, here are a couple potential causes.

Missing Required Fields

In your Contract, you may have included field options that require the client to enter information before they can sign. If they attempt to sign without completing these fields, they should be bounced back up to appropriate location in the Contract to fill in them in. 

Have your client double check that all required fields are filled out, and then try to sign again.

Invalid Email

Signatures within Contracts are linked to the email of the client that you list as a participant on a Project. If the client is unable to sign, be sure to double check that the email address for the client is entered correctly.
The client email can be found on the Contract's signature line and on a participant's contact information in the Project Workspace.

Wrong Participant Accessing File

Sometimes, there are multiple clients associated with a Project that try to gain access to a file. When that's the case, there are a couple things to bear in mind. 

First, only the people listed as a signees will be able to sign the Contract. That being the case, if you're working with two clients on a project when only one is listed as a signee, only that person can sign. You can always add more signatures to a Contract, if you'd like multiple people to sign. 

It's also important to note that when you email a client a file, the link they receive to view the file is unique to them and tied to their email address — so if Client 1 forwards their email to Client 2 and Client 2 clicks the link, they will be viewing the document as Client 1.

If this situation occurs and Client 2 has never accessed HoneyBook before, they will be able to sign the Contract as Client 1. If they have accessed HoneyBook before, they will receive an error message.

Make sure that every individual who needs to sign the Contract is listed, with their correct email addresses, as signees on the Contract — and make sure that they all access the files using their own unique links.

Client Must Accept Changes

While it's definitely possible to edit and resend a file that's already been sent, your client will need to Accept Changes on the document if they signed a previous version.

Once they click the Accept Changes button, they should be able to sign away (again).

You can also check out our video walkthrough of these troubleshooting steps here!
If your client is still  unable to sign their Contract, please reach out to our Concierge team by clicking the Question Mark icon on any HoneyBook page. Our team here will look into it right away!

Want to learn more?

Still have questions? Feel free to send us a message by clicking the Question Mark icon on any HoneyBook page. Our team is always happy to help!

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