Find the answer first. Contact us when you need a person.
Most questions fall into a few predictable areas: document status, reminders, credits, templates, completed records or account access. Start with the path below, then use the support form if the issue is still unresolved.
Start with the shortest route to an answer.
These sections cover the questions most likely to block a signing workflow.
Sent, Viewed or waiting?
Understand status, signing order, reminders and cancellation.
CreditsWhy is a credit Reserved?
See when credits move from Available to Reserved to Used.
TemplatesTemplate or document issue?
Check reuse, signer roles, completed records and downloads.
AccountCan’t sign in or verify?
Use password recovery, email verification and account links.
Sent does not mean completed.
PocketESign separates request status so you can see whether the workflow actually progressed instead of treating every emailed document as “done.”
The request was issued. If it remains Sent, the recipient may not have opened the signing workflow yet.
The signing workflow recorded that the document was opened, but required signing may still be incomplete.
All required signing steps finished. The Reserved credit becomes Used and the completed-record workflow becomes available.
The request ended without completion. An applicable Reserved credit is released back to Available.
If the request is still active, you have options.
Use these controls only when they fit the actual state of the document and recipient.
Resend the invitation
For an eligible pending request, PocketESign can ask the signing infrastructure to resend the invitation to the recipient who is currently able to sign.
If signing order is enabled, a later signer may not be eligible yet.Stop an active request
Cancellation prevents the request from completing. When the request has a Reserved credit, that reservation is released rather than permanently used.
Sent and completed records can have audit implications; do not treat cancellation or deletion as cosmetic cleanup.Reserved is a temporary state, not a second charge.
One credit is held while a signing request is active so the same Available credit cannot fund multiple simultaneous requests.
Reuse the field layout, but inspect the document.
Most template problems come from confusing a reusable signing setup with an automatically current contract.
Review pages, signer roles, field types, signing order, expiration and usage history before reuse.
If contract text or page layout changed, verify field placement or create a fresh document.
Open the completed request from Dashboard for access to the completed-document workflow and activity.
Unsent drafts can follow the supported deletion path. Sent/completed records may require retention or provider-side review.
Sign-in, verification and password recovery.
Forgot password
Use the PocketESign password-recovery flow from Account. The reset link is sent through the authenticated account-email channel.
Open Account →Email verification
New accounts need verified email before free credits and document sending are enabled. Check spam/junk if the message is not visible.
Open Account →Account data
Signed-in users can export PocketESign account data or submit a deletion request, subject to retention and audit obligations.
Account data & deletion →Six answers that resolve a lot of tickets.
Why is my document still Sent?
Sent means the signing request was issued but the workflow has not yet recorded that the recipient opened it. You can use a reminder when the request and recipient are eligible.
Why is a credit shown as Reserved?
A credit is reserved while a signing request is active. It becomes Used only when the document reaches Completed.
What happens to the reserved credit if I cancel a request?
For an eligible active request, cancellation releases the reserved credit back to Available instead of permanently using it.
Can I resend a signing invitation?
Yes. Eligible pending requests can send a reminder to the recipient who is currently able to sign.
Where do I download a completed document?
Open the completed request from your PocketESign dashboard and use the available completed-document download or access controls.
How do I contact PocketESign support?
Use the form on this page or email support@pocketesign.com. Include the document name or request reference when relevant, but do not send passwords or full payment-card details.
Still need help?
Send enough context for us to understand the problem without sending sensitive credentials.
Email: support@pocketesign.com