Refresh & login
For sessions that expire, pages that keep loading, or automatic logout.
The website keeps logging me out. What should I do?
- Open the login page directly: Log in.
- Sign in again with your account email and password.
- If the page still redirects you, press Ctrl + Shift + Delete, clear site data for dev.initialandsign.com (or the site you are using), close the browser tab, and open the login page again.
- Do not reuse an old tab opened before signing in; open a fresh dashboard after login.
Why does a page say authentication is required?
Your browser session has expired or the page was opened in a different browser tab. Return to the login page and sign in again. A hard refresh alone reloads the page but does not always replace an expired session.
The page is stuck loading. Should I refresh?
Yes. First wait a few seconds, then use Ctrl + F5 to reload the page. If the problem continues, sign out, close the tab, open a new tab, and sign in again.
How do I clear the site session?
Open the login page, then use your browser's site-data controls. In Chrome or Edge, press F12, choose Application, select Storage, and choose Clear site data for this website. This does not clear data from other websites.
Sending documents
Upload a document, add signers, and send it securely.
How do I send a document?
- Open Send Document from the dashboard.
- Upload a PDF, Word, Excel, PNG, or JPEG file up to 25 MB.
- Add each signer's name and email address.
- Place Signature, Initials, Date, or other fields on the document.
- Review the details and select Send for Signature.
Why can I not send the document?
Check that every signer has a valid email address and that the required fields have been placed. If the button stays on “Sending”, refresh once and check the dashboard or Sent Documents page before sending again, so you do not create a duplicate request.
Can I change a document after sending?
No. Cancel the request and send a corrected version instead. This protects signatures that may already have been collected.
Signing documents
Help for recipients completing their assigned fields.
How do I sign a document someone sent me?
- Open the private signing link from your email.
- Confirm your identity when prompted.
- Complete each highlighted field.
- Review the document and submit it.
You do not need to install software. If identity photo capture was requested, allow camera access and complete the photo step within the displayed time limit.
My signing link has expired or already been used.
Signing links are private and may only be used once. Contact the sender and ask them to resend the invitation.
Why can I not continue to sign?
All required fields must be completed, and the agreement checkboxes must be selected. If a field is still highlighted, use the “Where you sign” list to jump to it.
What happens when everyone has signed?
The document is finalised, a completion certificate is generated, and the relevant parties receive confirmation. The sender can download the signed copy from Sent Documents.
Accounts & organisations
Keep account information and organisation data separate.
Why can I only see documents belonging to my organisation?
Documents, comments, activity, and account data are separated by organisation. Members can only access records permitted for their organisation and role.
My profile shows the wrong account.
Log out, close the tab, and sign in again using the correct email address. If it persists, clear site data for this website using the Refresh & login instructions above. Do not continue if another organisation's data is visible.
How do I add a member to my organisation?
Open Settings, review the Organisation section, and use Add Organisation User. The available permission level controls what the member can access.
Downloads & troubleshooting
Common problems when opening completed documents.
The signed document will not download.
Refresh the Sent Documents page and try again. Confirm that you are signed in to the organisation that initiated the document. If the problem continues, use the Report an Issue or Improvement button and include the document name and the time of the failure.
I see a blank page or an internal server error.
Refresh once and try the action again. If it remains, do not repeatedly submit the same action. Report the issue with a screenshot, the page address, and the steps that caused it.
Why are emails or pages showing strange characters?
This usually indicates an encoding or browser cache problem. Refresh the page, try a private window, and report the affected page if the characters remain.
Security & privacy
Protect your account and signing information.
Should I share my signing link?
No. A signing link is private and may give access to a document containing personal or commercial information. Contact the sender if you believe the link was sent to the wrong person.
What should I do if I see another organisation's data?
Stop using the page immediately, log out, and report the issue. Include the page address and a screenshot, but do not download or share the other organisation's documents.
Report an issue
Help us investigate problems quickly.
How do I report a problem?
Use the floating Report an Issue or Improvement button available on the site. Describe what you expected, what happened, and the steps you took. The report can include a screenshot so the support team can reproduce the problem.
What information should I include?
- The page or feature you were using.
- The document name, if relevant.
- The exact error message.
- The time it happened.
- Whether refreshing or signing in again changed anything.
Never include your password, one-time code, or private signing link in a report.
Still stuck?
If these FAQs do not cover the problem, contact support and include the details from the Report an issue section. Developers integrating with the platform may find the API documentation more useful.