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Signing Isn't Working — What Should I Do?

If you're experiencing an error, unexpected behavior, or a technical issue with e-signatures in Concord, here are some steps to try before contacting support.

Basic Troubleshooting

Try these steps first — they resolve most signing issues:

  1. Refresh your browser — click the refresh button or press Ctrl+R (Cmd+R on Mac)
  2. Try an incognito or private browser window — open the signing link from your email in a new incognito window. This bypasses cached data and old account conflicts.
  3. Make sure your browser is up to date — Concord works on all major browsers (Chrome, Firefox, Safari, Edge). Check that you're running the latest version.
  4. Clear your browser cache — cached data can sometimes interfere with the signing process
  5. Check your email address — make sure you're accessing the document with the same email address it was shared with

If the Sign Button Is Missing or Locked

This is usually not a technical issue — it means a prerequisite hasn't been met:

  • Required fields need to be filled out
  • Internal approvals are still pending
  • Tracked changes haven't been resolved
  • Your role doesn't have signing permissions

See our article "Why Can't I Sign This Document?" for detailed solutions to each of these.

If You're Seeing an Error Message

Note the exact text of the error message — this helps our support team investigate faster. Common error causes include:

  • Unsupported characters (such as emojis) in signer fields — remove any special characters and try again
  • Browser compatibility issues — try a different browser or update your current one
  • Temporary service interruptions — wait a few minutes and try again

If Signature Fields Are Not Displaying Correctly

Signature fields may sometimes appear in the wrong position, display too small, or not show up on exported PDFs.

For Word documents:

  • Try reformatting the signing section of your document to allow more room for signature fields
  • Signature fields have minimum size requirements — if the designated area is too small, the field may not fit properly

For PDFs:

  • PDF layouts are more rigid — signature fields may not resize as flexibly
  • If fields aren't fitting, try adjusting the PDF before uploading to Concord

For exported PDF issues:

  • Try downloading the signed version again from Export > Download Signed Version
  • If signatures still don't appear on the exported PDF, contact support (see below)

Contact Support

If none of the above steps resolve the issue, contact support@concord.app and include:

  • The document URL (copy it from your browser's address bar)
  • A screenshot of the error or issue
  • The browser and device you're using
  • Whether the issue is with signing, field display, or exported PDF
  • The email address you're trying to sign with

Our support team will investigate and get back to you as quickly as possible.

Need More Help?

Contact our support team at support@concord.app.