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# The signature didn't go through

A signer tells you they signed, but the envelope is still showing as incomplete on your end. Here's how to diagnose and fix it.

## First: check the envelope status

Open the envelope (in the room or on the **Signatures** page) and look at:

1. **Overall envelope status** — Draft, Awaiting signatures, Signed, Declined, Expired or Voided
2. **Individual recipient statuses** — Pending, Waiting, Viewed, Signed, Declined

Often the issue is visible here. Common mismatches:

| Signer says... | Actual status | What happened |
|---|---|---|
| "I signed" | Viewed | They opened the envelope but didn't complete the signing |
| "I signed" | Pending | They haven't opened it yet — they may be looking at an old email |
| "I signed" | Waiting | Sequential signing — they can't sign until previous recipients finish |
| "I signed" | Signed | It did go through — but you may be looking at a cached view |

## "Viewed" but not "Signed"

Most common scenario. The signer opened the envelope, filled some fields, but closed the tab before confirming. They need to reopen and complete.

**Fix:**
1. Automatic reminders (if enabled on the envelope's **Setup** tab) send them a fresh email on the schedule you set.
2. Or ask them directly — in the room, or over whatever channel you already use — to open the widget and click **Sign**.
3. They click through, review, and confirm.

## "Pending" but they swear they signed

They may be looking at an old signing link — perhaps from an earlier envelope that was voided, or a link for a different document.

**Fix:** verify they're looking at the current envelope's email. If unsure, have them open the room and click **Sign** on the signature widget.

## "Signed" but you think it's not

Refresh the page. Status may have just updated and your browser is showing stale data.

Also check:
- The **Signatures** page — does the envelope appear under the **Completed** tab with the **Signed** badge?
- Your email inbox — did you receive the final sealed PDF?

If both say Signed: it went through. Done deal.

## Sequential signing: stuck on one signer

With **sequential** signing, the next recipient isn't notified until the current one completes. If the current signer isn't acting, the others show as **Waiting** and it looks "stuck."

**Fix:**
- Nudge the current signer
- Or void the envelope and create a new one with **parallel** signing

## Authentication failure

If a signer is on **SMS code** and the code isn't arriving, or **ID verification** is blocking them:

- For SMS code — confirm you entered the correct phone number on their card
- Ask them to try again; temporary delivery issues sometimes resolve themselves
- As a last resort, void and recreate the envelope with **Email link** (simpler, fewer failure modes)

## You can't send at all

If **Send for Signature** is unavailable, the Send tab lists what's missing — *Envelope title is required*, *Add at least one document*, *Add at least one signer or approver*, *Deadline must be in the future*, or *{name} has no signature field placed* — each with a **Fix** link.

If you can't create envelopes at all, the **Katalyz Signature** module may not be active on your workspace. See [Katalyz Signature](https://katalyz.crisp.help/en/article/katalyz-signature-1otu0vp/).

## Still stuck?

Contact **contact@katalyz.co** with:
- The envelope title and the room it lives in
- The signer's email
- A screenshot of what they're seeing

We can check the signing infrastructure and see exactly what happened.

## Related articles
- [A signer didn't receive the email](https://katalyz.crisp.help/en/article/a-signer-didnt-receive-the-signing-email-1f4cbmi/)
- [Tracking signature status](https://katalyz.crisp.help/en/article/tracking-signature-status-rzacwr/)
- [Voiding an envelope](https://katalyz.crisp.help/en/article/cancelling-an-envelope-kj2wi/)