First, go to the Review tab (signature box) and check that the signature status shows as "Pending". Then check the Activity tab to confirm that the send was completed successfully on our side.
If the signer can't find the original email, you can resend them a signature reminder from the parallel itself (in Review, in the signature box). Sometimes this is enough for the request to reach them again so they can sign.
If no error appears in Activity
If no error is reported in Activity (like in the image, there's a green tick), the problem is usually on the receiving end. Check these two points:
Email in spam. Ask the signer to check their spam or junk folder and to mark the sender esignature@onparallel.com as safe.
The signer's mail server is blocking the email. In some cases, Signaturit confirms that the email is sent correctly, but the recipient's server rejects or blocks it. When this happens, the signer should ask their IT team to allow (whitelist) the sender esignature@onparallel.com. This is not a block on Parallel's or Signaturit's side.
As an alternative, you can ask the signer to provide an email address with a different domain.
If an error appears in Activity
This may be because the document being sent for signature is too large. When document upload fields are included in the signature PDF and the recipient has uploaded large files, the final PDF can exceed the size Signaturit is able to process, and the process gets stuck. To fix it:
Cancel the signature that has got stuck.
In the parallel's settings, turn off "Show in PDF" for the document upload fields, at least for those containing files of several megabytes. This way the attachments aren't added to the signature document and it doesn't become so large.
Launch the signature again.
💡 Apply this setting in the template as well, to prevent it from happening again in future parallels. |
If it still doesn't work after these steps, message us through the chat and we'll look into it with you.