Troubleshooting

#Someone has no signature

1. Open Employees & seats and click the person.
2. Check Status: only active employees get signatures.
3. Check Signature status and the deployment history for an error, then Redeploy.
4. If the status is No mail platform, choose Gmail or Outlook under Directory.

#Google sync fails

Owners and admins get an email when a working connection starts failing.

• "Not Authorized to access this resource": the super admin email is wrong or domain-wide delegation is missing a scope. Re-check both scopes in the Google Admin console.
• Use Sync now on the dashboard after fixing.

#Microsoft sync fails

Re-run the admin consent from Directory with a Global Administrator.

#SCIM returns 401

The token was revoked or mistyped. Generate a new one under Directory → SCIM and update your IdP.

#Someone appears twice / "already provisioned by another connection"

The same mailbox is in two connected directories. The first connection keeps it; remove the person from one directory's scope.

#A sync was refused for removing too many people

Safety guard: a full sync that would remove more than half of a connection's people is refused. Usually a permissions problem; fix it and sync again. The check only runs once the whole directory has been read, so a large directory read over several minutes is never judged on a partial list.

#A sync says "running" for a while, or Sync now says it continues in the background

Large directories (thousands of people) are synced in steps of a few minutes each; the sync history shows the run as running until it finishes, and each step picks up where the last one stopped. Sync now while a sync is already running does not start a second one. A run still unfinished after a day is closed and a fresh one starts on the next scheduled sync.

#Signatures are still updating after a template change

In large workspaces re-rendering and deploying everyone takes a while and continues in the background (see Deployment and statuses). Signatures that are Pending are on their way; only Failed ones need attention.

#My bill looks wrong

The Billing page lists every person's billed days for the month. Each person's page shows their exact seat history. Trial and suspended days are never billed.

#A form seems to "just refresh"

Every form disables its button and shows a short status ("Saving…", "Creating…") while it works. When it finishes you see either a red message with the reason, or a green confirmation. After an error, the text you typed stays in the fields (passwords are always cleared). If neither message appears, reload the page and try again, then contact support from the help widget.

#Asking support to retry

If you've fixed the cause and would rather not do it yourself, WorkplaceSignatures support can start a directory sync or retry your failed signatures for you. They do exactly what Sync now and Retry failed do, and each retry is in your audit log marked as support.