Consent and signature links
Problem | What to do |
It never arrived | Open the application and check the mobile number and email address on the customer's record, digit by digit. Correct anything wrong, save, then send the document again |
It arrived but hasn't been opened | Where it goes by SMS it sends from a standard number rather than a Financeable sender ID, so it looks like spam. Ring the customer, tell them to expect a message from an unknown number, and ask them to check junk, spam and filtered messages |
They opened it but it won't submit | Ask them to close the link and open it again in a different browser. If they're on a phone, ask them to try a laptop |
They signed it but it isn't showing | Refresh the application. Signed documents can take a moment to attach. If it's still missing after a second refresh, contact Support |
The link has expired | Send it again from the application. The new link replaces the old one |
Uploads
Problem | What to do |
Upload Document does nothing | The document name is too short. Enter a name of at least three characters in the field first, then the button works |
It fails partway through | The file is too large or the format isn't supported. Save it as a PDF and try again. For a photo, reduce the resolution first |
It uploaded but isn't in the list | Refresh the application. If it's still not there, upload it again - a half-finished upload leaves nothing behind |
You uploaded the wrong file | Find it in the Other Documents list and select Delete on that row, then upload the correct one |
You can't delete a bank statement file | Statement data pulled through the statement service can't be deleted, for compliance reasons. The file can go; the underlying data stays |
For a template that generates the wrong document, see Fix common template issues.
Before you contact Support
Work through the tables above first. Most of these are fixed in under a minute, and Support will ask you whether you've tried them.
Contact Support when:
A link won't send at all, from any application, not just this one
A signed document never attaches, after two refreshes and a resend
You need a document removed that you can't delete yourself
Include the application ID, what you were doing, what happened and a screenshot - Get help and support