If your customer is having trouble opening or signing their estimate, this guide walks through the most common causes and how to fix them quickly.
The signing link is not working
Estimate links are always active as long as the customer has the link. The "Sign" button will remain active as long as the estimate has not been declined or voided. If the link has stopped working, it's usually because:
The estimate was accidentally declined or voided in Chariot
The customer has not selected the checkbox required to sign (this will only apply if you have the required checkboxes feature set up)
Fix: Resend the estimate from the job page. Open the job, go to the Estimate tab, and click Send Estimate. The new email will include another direct link. Let the customer know to use that one and ignore the previous email.
The page won't load or the signature box is blank
Estimate signing works best in a modern browser on a desktop or mobile device. If the customer sees a blank page, a spinning loader, or a broken signature field:
Ask the customer to try a different browser (Chrome or Safari are most reliable)
Make sure the browser is up to date — very old browser versions can block the signature widget
If they're on a work network or VPN, have them try on their phone or home Wi-Fi — some corporate firewalls block the signing page
Ask them to clear their browser cache and reload the link
If all else fails, reach out to Chariot Support, and we'd be happy to look into the issue!
The customer says they never got the email
Before resending, check a few things:
Confirm the email address on the job is correct — open the job and check the customer's contact info
Ask the customer to check their spam or junk folder — estimate emails occasionally land there
Check Email Status in Chariot — Navigate to the job, then click on the messages tab. If it shows Delivered (green checkbox), the email was sent successfully and the issue is on the customer's end
If the email address was wrong, update it on the job first, then resend the estimate.
The customer wants to sign over the phone or in person
You can sign an estimate on behalf of the customer from the office side. Open the estimate on the job page and look for the option to manually mark it as signed. This is useful for phone bookings or in-person move-day confirmations.
Alternatively, you can manually move this stage to Ready to Book and bypass the estimate signature if you are having the customer opt out of signing.
Note: manually signing on the customer's behalf should only be done with explicit verbal consent from the customer.
Still not working?
If you've tried the above and the customer still can't sign, reach out to support via the chat bubble in Chariot or email support@chariotmove.com. Include the job number and the customer's email address so we can look into it quickly.