When a client cannot open work, check the delivery settings before changing the document itself.
If a client cannot open a shared link
- Confirm the link is active and has not been revoked.
- Check whether the link has expired.
- Confirm the client has the password or is using the expected identity and email.
- Send the link again from the document’s share settings.
If a client cannot open the portal
- Confirm the client was invited to the correct portal.
- Ask them to use the same email address that received the invite.
- Check the portal login, domain, and module settings in Settings → Client portal.
- Resend the invitation if necessary.
If a signature request is stuck
Open Signing, check the envelope status and recipient order, then resend the request when the recipient has not received it. For a persistent issue, include the envelope status and recipient email when contacting Docsiv support.