What's happening
Your client is trying to sign a contract you sent through creavio, but the signature isn't going through. The signing page may freeze, show an error, or the signature pad may not respond to input.
Common causes
- The client is using an incompatible or outdated browser
- The contract signing link has expired
- Browser security settings are blocking the signature functionality
- The client is on a mobile device with touch input issues
- The contract has already been signed or was voided
How to fix it
1. Check browser compatibility
The contract signing experience works best on modern browsers. Ask your client to use the latest version of Chrome, Safari, Firefox, or Edge. If they're using an older browser or a browser with heavy ad-blocking extensions, the signature pad may not function correctly. Suggest they temporarily disable browser extensions or try an incognito/private window.
2. Verify the signing link hasn't expired
Contract signing links have a set validity period for security. Check the contract status in your Money & Invoicing section. If the link has expired, you can resend the contract to generate a fresh signing link for your client.
3. Try a different device
If the signature pad isn't responding on mobile, ask your client to try signing on a desktop or laptop computer using a mouse or trackpad. Some mobile browsers handle touch-based signature input differently. If they must use mobile, suggest switching between Safari (iPhone) or Chrome (Android) for best results.
4. Check if the contract is still active
Open the contract in your dashboard and check its status. If it shows Voided, Expired, or Signed, the client won't be able to sign it. If voided, you'll need to create and send a new contract. If it already shows as signed, the signature was actually completed successfully — check your notifications.
5. Clear browser data and retry
Ask your client to clear their browser's cookies and cache, then click the signing link again. Cached data from a previous attempt can sometimes interfere with the signing process. A fresh browser session typically resolves this.
Still not working?
If your client still can't complete the signature after these steps, contact creavio support with the contract details and the browser/device your client is using. We can check the signing session logs to identify the specific issue.