Sometimes a document may look complete, but the signer hasn’t clicked ‘Submit’. Even if all fields are filled and signed, the document won’t move to the next signer or be marked as fully complete until it’s submitted. This can be traced by reviewing the audit trail, but our team is here to help.
Instructions
Check the document status on your home screen or document list.
If it still shows Awaiting Signatures, the document may not have been submitted by the last signer.
Verify the current signer.
Make sure the document is not still with a signer who has yet to hit Submit.
Contact the signer if required.
If you find the document is partially complete but not moving forward, ask the signer to click the Submit button at the bottom of their screen to finalize the document.
Visual - Incomplete document (Signer has not clicked Submit to finalise)
Confirm completion.
Once submitted, the document status will update to Complete, and notifications will be triggered accordingly.
Expected Outcome
The document progresses to the next signer (if sequential) or is marked Complete.
Notifications are sent to all relevant parties.
The audit trail accurately reflects the final submission and completion.
Visual - Successfully Completed Document (Audit trail)
FAQs
Why does the document status remain 'Awaiting Signatures' even though the signer finished signing?
The signer has not yet clicked Submit. The system only finalizes the document when all required signers submit.
How can I ensure a signer submits the document after signing?
Remind them to click the red SUBMIT button at the end of the signing process.
The current signer shows “Completed” but the next signer is “Queued” – what should I do?
Refresh the page first. If it doesn’t update, contact our Solutions team to release the document (in-app chat is the quickest option).
Contact Support
Should you require any further assistance with this, please contact our Solutions team at [email protected]