First identify where digital signing stops
There are two separate problems: “Digital signing” may be visible in the actions menu but do nothing when selected, or the digital signing page may open but the submit button may not send the document. If the option is not visible at all, see Send Tenancy for Digital Signing instead.
If the option is visible but does not open
Try these checks in turn:
- Open Tenancy Builder in a private or incognito window.
- Temporarily disable any pop-up blocker or ad blocker, then try again.
- Try a different browser or device.
If one of these works, the tenancy itself is not the cause. Check the browser’s extensions, privacy settings or site permissions before returning to your usual browser.
If the page opens but submit does nothing
This usually means at least one required party name or email field is incomplete.
Fix
Please complete all the party names and emails before pressing submit for digital signing.
This includes the guarantor name and email (if there's a guarantor), all tenant names and their email addresses and all landlord signer names and emails.
There are a couple of options to make the changes depending on the party.
Guarantor
If the guarantor's name is missing, you'll need to edit the tenancy by clicking tenancies in the sidebar, then click Edit from the actions button, go to the guarantor page, and ensure the name is filled in. At the same time, check their email.
If only the email is missing, that is not displayed anywhere in the guarantee agreement or tenancy, so you can type in the guarantor email directly on the digital signing page and then submit.
Tenant/Contract Holder
If a tenant's name or email is missing, you'll need to edit the agreement by clicking tenancies in the sidebar, then click Edit from the actions button, go to the tenant details page, and ensure the name and email are filled in.
If an added tenant is empty, you must remove that by selecting remove to the right of the empty tenant.
Landlord signers
If a landlord's signing name or email is missing (which could be agent details or one of the joint landlords), edit the tenancy by clicking tenancies in the sidebar, then click Edit from the actions button, go to the last page of the Builder, and ensure all landlord signer names and emails are filled in. Also, check the number of signers from the drop-down is correct and change the number if necessary.
