If your client reaches out to you because they're having trouble signing their contract or file, here are a few potential causes and steps to fix.
Missing required fields or signatures
In your contract or file, you may have included required fields or signature blocks that the client must complete before they can finish signing. If they attempt to continue without completing them, they should be taken to the appropriate location in the contract or file to fill them in before signing.
How to fix
Have your client double-check that all required fields are filled out and any required file or contract signatures are completed, then try to sign again.
Invalid email
Contract signature lines 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 client is accessing the file under the correct email
The email address that you entered for the client is correct
The client email can be found on the contract's signature line and on a participant's contact information in the project.
How to fix
If you've entered the client's email incorrectly:
Edit the contract to remove the signature line with the incorrect email, then re-add
If your client might be accessing the file under the wrong email:
For a quick fix, have your client try accessing the file from an incognito window
Wrong participant accessing file
Sometimes, there are multiple clients associated with a project that try to 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
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
How to fix
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
Client may need to re-sign
If you update a contract or file after your client has signed it, they may be prompted to sign again before they can continue. You can edit and resend a file that’s already been sent, but if your client signed a previous version, they’ll need to accept the changes. Until they do, the pay form stays hidden.
How to fix
Ask your client to reopen the file, review any prompts, and complete the requested signature again.
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!