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How can I troubleshoot common envelope-related issues in Click Contracts?

Written by Pat Toohey

How Can I Troubleshoot Common Envelope-Related Issues in Click Contracts?

Envelope-related issues in Click Contracts can arise due to various reasons, ranging from browser compatibility to specific procedural limitations. In this guide, we cover common problems such as the “Issue creating envelope documents” error and restrictions on adding documents post-envelope creation, alongside their resolutions.

Navigating and Accessing Envelopes

To locate and edit an envelope:

  1. Access your dashboard (Home page) in the Click Contracts app.

  2. Locate the specific transaction where the envelope is linked to.

  3. Open the transaction and navigate to the Envelope section.

  4. Open the envelope.

  5. Select the Edit option to begin making changes.

From here, you can manage all envelope elements, such as attaching additional documents or editing existing terms.

An envelope does not have to belong to a transaction — you can also open it from the Envelopes tab of your dashboard. If it is not in the list at all, see Finding missing envelopes; the usual causes are the date range, a saved filter, and the fact that voided and expired envelopes are hidden by default.

Understanding the “Issue Creating Envelope Documents” Error

The error message “Issue creating envelope documents” can result from several factors:

  1. Browser Compatibility: Issues can arise on an out-of-date browser, or if browser cache or cookies are corrupt. See the supported versions below.

  2. Incomplete Information: Ensure all sections on the left side of the envelope interface (people, terms, etc.) are marked green. Orange indicates missing required fields that need completion — see What to do when you can’t move onto Review & Edit.

  3. Cloned Envelopes: Verify that cloned envelopes contain all required information and no fields are inadvertently left blank.

  4. Financial Data: A notable cause is setting the agent commission to $0 while paying a referral fee. A zero commission prevents the system from calculating the referral fee correctly.

Step-by-Step Troubleshooting Steps

Follow these steps to address the error:

  1. Ensure Browser Compatibility: access the application in a private/incognito window, and clear your browser’s cache and cookies.

  2. Check Information Completeness: review the envelope interface to confirm all sections (people, terms) have a green status, and complete all pending fields marked orange.

  3. Inspect Cloned Envelopes: if the envelope was cloned, ensure all fields and data were transferred correctly. Void and recreate the envelope if errors persist.

  4. Verify Financial Fields: enter a non-zero value for the agent commission in cases where referral fees are being paid.

  5. Ensure Stable Connectivity: check your internet connection and ensure pop-up blockers are not interfering with the application.

Which browsers Click supports

Click is not Chrome-only. Chrome, Edge, Firefox, Safari, Opera and Samsung Internet are all supported. What matters is that the browser is reasonably current:

  • Chrome and Edge 98 or newer

  • Firefox 94 or newer

  • Safari 15.4 or newer, on Mac and on iPhone or iPad

  • Opera 84 or newer, Samsung Internet 18 or newer

Procedural Limitation: Adding Documents Post-Sending

Once an envelope is sent in Click Contracts, you cannot add new documents to it. This includes scenarios where some parties have not yet signed the original documents. Each envelope is treated as an independent entity. If additional documents such as amendments are necessary, create a new envelope.

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