When your transaction receives the "Failed" status, it means a problem occurred preventing the transaction from being successfully created or completed. This can have various causes, such as an email delivery error to one or more signers, a PDF document that doesn't meet our requirements, or another issue.
A transaction with the "Failed" status cannot be reactivated. Therefore, after making the necessary adjustments, it must be recreated and resent.
Causes and Solutions
When a transaction fails, a notification with information about the cause is automatically sent to the sender's email address. This email is sent to the address the user uses to log into the web portal.
Below are some common error messages that may be shared via email:
"An incorrect email address was used, example@email.com"
Something went wrong when delivering an email to one or more signers. Please follow the steps in the article "Trouble receiving the invitation email?".
"There was an error in the PDF"
There's a problem with one of the PDF documents used, causing the transaction to fail. Please review our PDF requirements to ensure your PDF document complies. A practical solution can be to "print to PDF" the document. This process often removes invisible or problematic elements that can disrupt processing.
"There where too many signature fields on a single document for a signer"
If you try to place more than ten signature fields per signer, you'll receive this error message. Incorrectly using too many signature fields increases transaction costs (see our article on credits) and extends document processing time. Instead, use our special "Use Scribble as paraph" function for a more efficient and cost-effective solution when you want every page initialed.
"Radio buttons are currently not supported in fillable PDF documents"
This error message is sent when you've provided a document as fillable, and this document contains radio buttons. Radio buttons are not supported in fillable documents. For instructions on making a document fillable, please read our articles on fillable documents (see here for instructions for Adobe and here for instructions for using the Signhost web portal).
Still can't figure it out with the information above? Follow these steps:
Take a screenshot of the "Transaction Details" page in our portal. This FAQ article helps you easily save the necessary data.
Check the reason that is given in the notification email.
Contact our support team via chat and send us this screenshot and the reason for failing. We can then investigate the specific situation and help you further.
Our support team is happy to assist you via chat or at support@signhost.com.