Fix a signing link that does not arrive, has expired or is locked

What a signer sees when a signing link does not work, and what the sender does to fix each case.

You get a signing email with a link. Most link problems have a fix that only the sender can make. This page has two parts: what to do as a signer, and what to do as the sender.

Plans: Free, Growth, Agency, Scale, TrialRoles: Signer, Sender

Before you start

Signing emails come from signing@mail.plutosign.com. The sender name is usually the sender's workspace name followed by "via Plutosign". Sometimes it is only "Plutosign".
A signing link belongs to one recipient. Do not forward it. If the wrong person must sign, ask the sender to correct the recipient.
Only the sender (or a workspace admin) can resend, extend, reopen or correct a request. A signer cannot do these things.

If you are the signer

You did not get the email

Search your inbox, spam and junk folders for signing@mail.plutosign.com.
Ask the sender to check the address they used. A typo is the most common cause.
Ask the sender to send a reminder or to copy your signing link and send it to you another way.

The page says the link is not available

The heading on the page tells you the cause.

Heading on the page	What it means	What to do
This signing link has expired	The signing deadline passed.	Ask the sender for a new link.
This request was canceled	The sender canceled (voided) the request.	No action is needed. Contact the sender if you have questions.
This request was moved to a corrected copy	The sender sent a new, corrected copy.	Use the link in the sender's newer email.
Document Declined	Someone declined the document.	Contact the sender.
Still in review	The document is in review before signing.	Wait. You get an email when it is ready.
This document link is not available	The link was replaced (for example, the sender corrected your email address) or is not valid.	Ask the sender for a new link.
We couldn't load the document	A network or server problem.	Select Try again.

The page asks for an access passcode

The sender protected the document with a passcode. The sender gives it to you separately, for example by phone or text. It is not in the signing email.

Enter the passcode in Passcode and continue.

If you see Access locked, stop. Too many wrong passcodes were entered (5 in a row). Ask the sender to set a new passcode for you.

After you enter the correct passcode, this browser stays unlocked for 12 hours.

The page asks for an email code

Some documents ask you to confirm your email before you sign. The page says Verify your identity.

Open the email with the 6-digit code and enter it. The code works for a short time. The email says how long.
If the code did not arrive, check spam, then select Resend code. The button counts down before you can ask for a new code.
After several wrong tries, ask for a new code.

The page says it is not your turn

The sender set a signing order. Someone before you must sign first. You get an email when it is your turn.

If you are the sender

All these actions are on the document page. Open Documents, then open the document.

Find the recipient in the Recipients card. Look for a delivery badge next to their name: Bounced, Marked spam, Delivery delayed or Delivery failed.

To send the email again, select Remind on that recipient's row. To remind everyone whose turn it is, select Send reminder at the top of the page.

To send the link another way (chat, text), select Copy link on the recipient's row. Paste it only to that recipient.

Fix a wrong or bounced email address

On the recipient's row, select Correct email.

Enter the new address in New email address, then select Correct email.

The link sent to the old address stops working. The invitation goes to the new address now, or when it is that recipient's turn. The audit trail records the change.

Correct email is available only while the document is out for signing and the recipient has not acted yet.

Extend the deadline before it passes

Select More, then Change expiry…. You can also select the date next to Expires in the document details.

Select one of the + days buttons or End of month, or pick a date under Or pick a date.

The links stay the same. A toast confirms the new deadline and offers Undo.

Reopen a document that has expired

Select Reopen for signing.

Select Reopen and resend.

The document gets a new deadline as long as the one you first gave signers. The people whose turn it is get their link again.

Unlock a passcode-locked link

In the Recipients card, find Access passcodes. A locked recipient shows Locked.

Select Unlock to keep the same passcode, or Set new passcode to give a new one.

Share the passcode by phone or text, not in the signing email. A passcode must be 4 to 64 characters.

Start again with a corrected copy

If the document itself is wrong, select Revise and resend (when nobody has signed yet) or Send corrected copy. Both stop the links you already sent, and everyone signs the new copy.

What happens next

Remind and Send reminder email the same signing link again. The audit trail shows a "Reminder sent" row.
Correct email revokes the old link and emails a new one. The Document History shows Recipient email corrected.
Send a new link (in the Correct email dialog) keeps the same address, stops the old link and sends a new one. Use it when the address is right but the link cannot be used, for example after too many wrong email codes.
Change expiry… records Expiry extended or Expiry changed. Reopen for signing records Reopened.
Wrong passcodes are recorded as Access passcode attempt failed. A lock is recorded as Access locked, and the document owner gets an email.

Limits

You cannot remind a recipient who already signed, a CC or viewer, or a signer whose turn has not come.
You cannot remind a recipient who chose Stop reminders. Copy the link instead.
Change expiry… works only while the document is out for signing and before its deadline. After the deadline, use Reopen for signing.
Correct email cannot reuse an address that another recipient on the document has.

Troubleshooting

Symptom	Cause	Fix
Remind fails with "last email bounced or was marked as spam"	The address is suppressed after a bounce or complaint.	Select Correct email and enter a working address.
Remind fails with "chose Stop reminders"	The recipient opted out of reminders.	Select Copy link and send it another way.
Remind fails with "It is not this recipient's turn yet"	Signing order is on.	Wait for the earlier signers, or remind them.
The signer opens an old link and sees "not available"	You corrected their email or sent a corrected copy.	Ask them to use the newest email, or copy the new link.
The signer is locked out after too many email codes	The lifetime code limit was reached.	Select Correct email, then Send a new link. The old link stops working, and the new link starts with no code lock.
Correct email says "This address was emailed very recently"	Anti-abuse limit on the new address.	Wait a few minutes, then try again.