Troubleshooting
Last updated
Who this is for
Something went wrong. Find the line that matches and follow it. If none does, Getting help says what to send us.
I did not get an email
- A confirmation, sign-in or reset email. Check spam, wait a minute, then send it again from where you asked for it. Sign-in links can be re-sent after 60 seconds; confirmation emails are capped at three every ten minutes. Links expire and work once, so use the newest. Signing in has the full list.
- A signing email, as a signer. are emailed in order and the sender signs first, so if the sender has not signed yet, your email has not been sent. Ask the sender to check the agreement page; Remind next to your name sends your link again.
- A signing email, as the sender. Your own link arrives first. Check the agreement page shows Pending; if it does, use Refresh status, then check spam.
A signer cannot open the agreement in keysig
They can sign from the email without an account. To read it inside keysig they need an account whose email is exactly the address you sent to, with that email confirmed. Ask them to check Account, under Email confirmation. An agreement also disappears from a signer's view when it goes back to draft, which is what a decline or a take-back does. What your signers see.
An agreement is stuck pending
- Use Refresh status on the agreement page. It asks the service directly.
- Look at who it is waiting on. Remind sends that person their link again, once a day.
- If everyone says they signed and it still shows Pending after a few minutes, email hello@keysig.co with the title. Support can unstick it.
A credit was used but the send failed
A send that fails is not charged, and keysig says so at the time. If Billing shows a credit spent and the agreement is still a draft, email hello@keysig.co with the title and the time; support can return the credit. Credits and plans explains what counts.
I cannot delete my account
If you own a label, deletion is refused until the label is transferred or closed. Account names the label; email hello@keysig.co and keysig does it. Closing your account.
An agreement I was on has disappeared
If you were a signer, the agreement went back to being the sender's draft: they took the request back, or someone declined. It comes back to your view if they send it again. The emailed copy of anything you already signed is still yours.
A page looks wrong after an update
Reload the page once. keysig ships updates often, and a tab that was open across one can be holding old code. If it is still wrong after a reload, send a screenshot to hello@keysig.co.
I was charged, or my plan looks wrong
Reload Billing first; a plan change can take a moment to show. Then check the billing portal for the charge. Still wrong? Email hello@keysig.co with the date and amount. Billing.
Reporting a bug
Email hello@keysig.co with what you did, what you expected, what happened, and a screenshot. There is no bug tracker to file into; the mailbox is it.
If something goes wrong with the fix itself: write to hello@keysig.co from your account email, as Getting help describes.
Related guides
keysig is not a law firm and this is not legal advice. This guide explains how the keysig product works. It does not tell you what your agreement should say. Have agreements reviewed by qualified counsel before signing.