Most questions have a quick answer. Each one below says what you see and what to do.
Where to find it:
Two places help with almost everything: the document's status page on the Documents tab, and the Diagnostics tab. For support, click Copy Report for Support on Diagnostics and paste it into your ticket.
The signer says the invitation never arrived:
- Open the document and check the email address in the Signers table.
- Ask the signer to look in spam or promotions.
- Click Copy Signing Link and send the link by text message or chat. It works exactly like the email.
- Set a Sender / reply-to email on your own domain in Settings, and send WordPress mail through an SMTP service.
The send waits with a message about a signature field:
The message names the signer, for example Signer 2 (name) has no signature field. Set Insert field for signer to that number in the toolbar, click where they should sign, and click Signature. Then send again.
The send waits with a message about a merge field:
The message names the field, for example {amount}. Type the value in the Merge fields found panel, click Apply Merge Fields and send again.
The send waits with Upload the PDF file before sending:
Choose your PDF in the PDF file box and click Save Draft, then send.
The PDF upload is refused:
Use a real PDF file of 20 MB or less. If the file came from a scanner app, save it again as PDF and upload that copy.
The signer sees It is not your turn to sign yet:
The document uses In order. They are emailed as soon as the signer before them finishes. If order does not matter, choose All at once on your next document.
The signer cannot draw on the pad:
Ask them to use the Type tab, which works on every device, or the Upload tab with a photo of their signature.
The I Agree and Sign button stays grey:
The consent box must be ticked and a signature added. Both are needed before the button switches on.
The signer sees Document expired:
The deadline passed. Click Duplicate on the document, check the copy and send it with a longer Expires after (days).
The signer sees Link not found:
The link was cut off when copied. Click Resend Invite or Copy Signing Link to send it again.
Verify Integrity does not show Verified:
The stored file has changed since sealing, often after a restore from an old backup or a site migration. Use the PDF from the completion email, which was sent at the moment of sealing.
A sent document needs a change:
Click Void and give a reason, then Duplicate. Edit the copy and send it.
A completed document has no Delete button:
That is by design, because it is a signed record. It stays on the Documents tab.
Documents do not expire or reminders do not go out:
Open Diagnostics and look at Daily maintenance cron. WordPress scheduled tasks run when the site has visitors. If your site is very quiet, ask your host to run WordPress cron on a schedule.
The times on the certificate look shifted:
The times come from your WordPress clock and are labelled UTC. Set Settings, General, Timezone to UTC in WordPress.
PRO features still show a lock:
PRO has its own key. Check that the ResultsAiX Sign PRO plugin is active on the Plugins screen, then open PRO License under AiX Sign and enter the PRO key.
An AI button says AI is not set up:
Open Settings, choose a Provider, paste your API key, click Save Settings, then click Test connection.
The licence will not activate:
Copy the key again with no spaces. If the message says no sites are left, open the licence panel on a site you no longer use and click Deactivate This Site. If it still does not work, open a support ticket.
Tips:
- Copy Report for Support on the Diagnostics tab gives support everything they need in one paste.
- Test changes with a document sent to your own second email address.
- See Frequently Asked Questions for quick answers.