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Troubleshooting

Common issues and solutions when using SignFlow.

Connection Issues​

"Adobe Sign account not connected"​

Cause: Your Adobe Sign authorization has expired or was revoked.

Solution:

  1. Open SignFlow settings on any board
  2. Click Disconnect to remove the expired connection
  3. Re-authorize by signing in to Adobe Sign again (choose "As a Regular User" or "As Administrator")
tip

If your credentials expire, SignFlow will display an in-app notification prompting you to re-authenticate.

"Failed to connect to Adobe Sign"​

Cause: Network issues or Adobe Sign service outage.

Solution:

  1. Check Adobe Sign Status for outages
  2. Try again in a few minutes
  3. Ensure your network doesn't block api.adobesign.com

Sending Issues​

"Document failed to send"​

Cause: The file may be in an unsupported format or too large.

Solution:

  • Ensure the document is a PDF, Word, or Excel file
  • Maximum file size: 10 MB
  • Verify the recipient email address is valid

"Recipient email is missing"​

Cause: No recipient email was provided when creating the agreement.

Solution:

  • Ensure you have entered a valid email address for each recipient in the agreement form

Agreement stuck on "IN_PROCESS" status​

Cause: The status webhook may not have fired, or there may be a delivery issue.

Solution:

  1. Check the actual status in Adobe Sign directly
  2. If the issue persists, disconnect and reconnect your Adobe Sign account to re-register the webhook

Status Sync Issues​

Status not updating on the board​

Cause: Webhook delivery issue or configuration misconfiguration.

Solution:

  1. Verify the Agreement Status Sync setting is set to sync_status in your SignFlow configuration
  2. Check that your Adobe Sign connection is active (no expired credentials notification)
  3. Disconnect and reconnect your Adobe Sign account to re-register the webhook

Form field data not appearing on the board​

Cause: The Agreements to Board setting may be set to do_nothing, or column names don't match form field IDs.

Solution:

  1. Verify the Agreements to Board setting is set to update_column or create_column
  2. Ensure your board column names match the Adobe Sign form field IDs (case-insensitive, spaces become underscores)
  3. If using templates, consider setting up custom mappings for explicit field-to-column links

Permission Issues​

"Insufficient permissions"​

Cause: Your monday.com or Adobe Sign account lacks required permissions.

Solution:

  • monday.com: Ensure you have at least Member access to the board
  • Adobe Sign: Ensure your account has permission to send agreements
  • If you connected as a Regular User but need broader access, try reconnecting as Administrator

Getting More Help​

If your issue isn't listed here:

  1. Refresh the page — many transient issues resolve with a page reload
  2. Clear cache — try a hard refresh (Cmd+Shift+R / Ctrl+Shift+R)
  3. Contact support — reach us at support@nexergenlabs.com with:
    • Your monday.com workspace URL
    • The board and item IDs affected
    • Screenshots of any error messages