Our system has a number of common error messages that Submitters and Signers alike might see during the e-signature process. Below are some key words to help you understand what the error message is trying to communicate.
Document Number - D01, D02, D03, etc.
- This is a simplified way for the system to tell you which document in your transaction is having an issue. The "D" refers to Document and the following number refers to which one in the order they have been uploaded, so "01" would be the first document, and so on.
Signer Number - P01, P02, P03, etc.
- This is a simplified way for the system to tell you which signer on your transaction is having an issue. The "P" refers to Party, which is another way to refer to the Signer. The following number refers to which signer, in the order they have been added. For example, "P01" would be Party 1 or the First Signer, and so on.
Authentication - Service Type
- This is how the system can refer to the Authentication Method, which helps verify the signer's identity during the login process.
Signer Info - Party Data
- The information entered for each signer is also referred to as the "party data" in the system.
Browser Settings - Session Cookies
- Our system requires "session cookies" to be Enabled on your browser in order to properly e-sign documents.
- Every browser is different in their cookie settings, so you may need to search online or ask your IT dept for assistance in getting this setting turned on for you.
Email Problems - Email Blacklist Warning
- If you enter an email address for your signer that has previously bounced, you may see an error that says "Email address you have entered has previously been blacklisted."
- This usually means there is an issue with the email address entered for the signer. Perhaps there is a typo, or the person marked our email address as spam.
- You will likely need to confirm the email address you have for your signer, and ensure that it has been entered correctly.
Email Problems - Pick Up Token / 22 characters
- If you are a signer and you click on the link in your email to try and reach your document, but instead you see an error message saying "pick up token cannot be more than 22 characters" then there is an issue with your email service provider.
- This error message is referring to your link to sign, which is the "pick up token" and how links must contain 22 unique characters at the very end of their URL.
- You may notice that your link includes extra characters at the end of it inside your email message, this is something that your email service provider is adding to our message once it has been delivered to you. We cannot stop your email from doing this, as your email believes it is protecting you against possible Spam.
- You have two options: Copy and Paste just the correct portion of the link into your browser to sign the document, or contact your email service provider and work with them to mark our messages as safe and approved so that they will stop adding extra characters to the link and making it unable to be used properly.