If your client reaches out to you because they're having trouble signing their contract, here are a few potential causes and steps to fix.
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 those fields, they should be bounced back up to appropriate location in the contract to fill in them in.
How to fix
Have your client double-check that all required fields are filled out, 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
While it's definitely possible to edit and resend a file that's already been sent, your client will need to accept the changes on the file if they signed a previous version.
How to fix
Instruct your client to access the file and click the Accept Changes button. Once they do, they should be able to sign (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!