What does it mean when a transaction is ‘In Progress’?
Whenever a new signing request is created on the portal, a request is sent to the Signhost server to process it. Since this processing takes time, the initial status is set to ‘In Progress'. The server is now processing the request before it becomes active. Usually this takes 1-30 seconds, depending on server traffic and the size of the documents being sent.
‘The status still says “In Progress”!’
If the status is still ‘In Progress’ after 5 minutes, something is likely wrong with the transaction. Most likely the documents themselves are the cause of the error. You can check the documents yourself for the following:
Is the document in .PDF format, and free of any inbuilt logic or security (password protected)?
Are there fillable fields? If so, do they all have unique names? for example name1, name2 etc.
Are all the signertags or signfields correct and (when using the API) do the custom signertags match the tags in the document?
If the document only needs to be signed, you can try to print it to PDF. This will remove any invisible formatting that may cause problems, and often resolves the issue. If you re-send the transaction and the status remains fixed on ‘In Progress’, please e-mail support@signhost.com and attach the document(s) in question + screenshots of the transaction details and audit trail. We will treat the documents confidentially, and delete them after our analysis.
Our support team is happy to assist you via chat or via support@signhost.com