My eSignature requests are failing to send

[EbbiKoko]

Hi

I prepped an eSignature request, sent it, got the green message to say it had sent.  Nothing came through to signers.

Went back to the dashboard and it is there, but when I click on the pending signers section, this comes up, with no explanation as to why?

I have tried to duplicate, recreate and send again, but the same thing happens.  When I go into the preview screen, I can only see the original document and nothing of the signature request boxes I added. HELP!!!

[Hannah]

Hey @EbbiKoko, thanks for reaching out to the Dropbox Community.

Are you trying to send these requests through Dropbox or while signed in to a Dropbox Sign account?

If it's through Dropbox, what kind of plan are you currently on?

Let me know and we'll go from there.

[EbbiKoko]

Hi @hannah, thanks for reaching out.

The issue is on Dropbox sign - free plan

[Hannah · Accepted solution]

Thanks, @EbbiKoko!

Can you try to send your requests from a different browser or a private browsing window, to see if that makes any difference?

[EbbiKoko]

That's great @hannah it worked.

Is there something I can do if this happens again instead of loading up a new browser- as I tried to clear the cache data and it still didn't work.

Thanks again!

[Nancy]

Hi @EbbiKoko! Hope it’s OK to jump in. 

Something else to try, if this happens again, is to check your browser for any pending updates and also, restore it to its default settings and disable any browser plugins. The issue you're experiencing may be the result of a security setting or a plugin that you have installed on your browser.

[EbbiKoko]

The more the merrier!!

Thanks for this, much appreciated @Nancy

[Nancy]

No problem at all, @EbbiKoko!