Troubleshooting

Something not working the way you expect? Start here. Find the symptom that matches what you are seeing, then follow the link to the fix.

Most issues fall into a handful of patterns: you cannot sign in, you cannot find a contract, a button is greyed out, an email never arrived, a document looks wrong, or the Word plugin is misbehaving. Match what you are seeing to the article that walks through the likely cause and what to try.

If you have worked through the matching article and the problem persists, contact support at [email protected]. Some issues are known bugs we patch on our side, so it is worth reaching out rather than retrying indefinitely.

The Pactly Word Plugin runs inside Microsoft Word. If it will not load, shows the wrong contract, or you cannot get it installed, these cover the common cases.

A sent envelope needs to be cancelled, was already signed elsewhere, or needs to be wrapped up by hand. These cover the recovery paths.

• Cancel a signature request: pull back an envelope that was sent in error or to the wrong signer.
• Complete a signature request: finish an envelope where every signer has signed.
• Upload a signed document manually: record a contract that was signed outside Pactly.