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Unable to send a document? Here is how to fix it

If you encounter issues when sending a document for signature on the Autenti platform, follow the troubleshooting steps below. Most often, the issue is caused by a quick technical detail or your account plan limits.

Step-by-step: What to check first

1. File requirements and status
  • Size: The maximum file size (or total size of grouped documents) is 20 MB.
  • Previous signatures and certification: Check if your file already contains a signature sheet or a certified signature (Level 1 certification). A document protected with this feature cannot be re-added to the signing process on the Autenti platform.

2. Document title

  • Make sure you have filled in the document title field-it is required for sending.

3. Message to recipients (optional)

  • If you add a custom message, make sure it does not exceed 10,000 characters.

Note that URLs (web links) cannot be included in the message text.

4. Permissions and account limits

  • Free plan: You cannot send documents to other recipients on the Free plan. You can only sign documents unilaterally using the Autenti Classic tab (pen icon on the left menu).
  • Trial plan: Verify whether you have reached your sending limit for the trial period. You can check your remaining limit status on the left-side menu.
  • Company permissions: If you are using an organization account, ensure your administrator has granted you the necessary permissions to send documents.

Need to send more? Upgrade your plan!

If you have reached your Trial limit or need to send documents to external recipients, explore the features available in our eSign Pro or eSign Premium plans.

To check your current plan or upgrade, click your profile menu in the top right corner and select "Buy now".

Still need help?

If you have followed these steps and the issue persists, please contact our support team:

  • Email: support@autenti.com
  • Website Chat: Click the chat icon on Autenti to connect with an advisor.