Problem | What to do |
A field came out blank | The tag is misspelled, or it was retyped instead of copied. Select your name, top right → Settings → Templates → Document, copy the tag from the list, paste it into your document as plain text, and upload the document again |
A field holds the wrong information | The wrong tag is sitting in that position. Replace it with the right one and upload again |
The wrong document was sent entirely | The wrong file is loaded against that template type. Open the template, check which file is there, and replace it |
The formatting is broken | The tags were pasted with formatting carried over from another document. In Word, paste with Keep Text Only, then upload again |
The tags are right but the details are wrong | Nothing is wrong with the template. The application data is wrong - correct it in the application and generate the document again |
For a consent link or a file upload that won't behave, see Fix common document issues.
Who can do this: fixing a template needs the Templates → Document → Edit permission.
If the tag you need isn't in the list
The tag list is fixed - you can't create new ones. If the information you want isn't there, it isn't available to templates. Contact Support and tell us what you're trying to put on the document.
Test before you use it on a real deal
Run a new template on a test application and send the document to yourself. A tag problem is obvious on a generated document and invisible in the template.
Before you contact Support
Contact Support when a template comes out wrong even though you've copied the tags fresh from Settings and pasted them as plain text.
Include the template type, the application ID and the document that came out wrong - Get help and support.