Troubleshoot access, documents and recordings

Start with the basics

Use a desktop or laptop for the full web workspace. Confirm your internet connection, open the intended workspace and check whether the problem affects one document or the whole app. Note the time and any visible message before reloading.

A page is stuck or shows an error

Wait for the current operation to finish before clicking again. If you were saving or sending, check the list or sent state before retrying so you do not create a duplicate. Note the error and time, then reload. Try a current browser without extensions that block the app. If clearing site data becomes necessary, first preserve unsaved work and make sure you can sign in again.

You cannot find a document or customer

Check the workspace shown in the sidebar. On the relevant list, clear the search, review Personal/Team and any All Status filter, and check pagination. Search for the customer name or reference. Ask the workspace owner to confirm your access before recreating records. A missing list item can be a filter or permission issue rather than deleted data.

A feature or action is unavailable

Check the workspace plan and your role. E-signatures and walkthroughs require a paid plan; approval workflows and white-label public links require Scale. Member access is available on Pro and Scale. If the plan includes the feature, ask the owner or administrator to review the relevant access or document state.

The customer cannot open or sign a quote

Open the exact link you sent in a separate browser window. Confirm that the document is published, current and intended for that recipient. Check its expiry or other visible state. For signing, review the signature settings and plan allowance. Ask the client to retry in a current browser before contacting support.

An email or recording is not working

For email, verify the recipient and the send state, then ask the customer to check spam or business filtering. For recording, check microphone, camera and screen-sharing permissions, select the intended source and close other apps that may be using the device.

Report an issue with enough context

A clear report helps the team investigate without exposing private information.

• What you were trying to do and which step failed.
• The workspace name and a document reference, when relevant.
• The approximate time and time zone.
• Your browser and device type.
• The exact error message or a screenshot with private details removed.

Never send passwords, login codes, full payment-card details or unnecessary customer information.