Fix a document problem

Find the problem below before uploading the same file again.

A template is rejected

Use a .docx document or PDF. Check the file-size limit. For an unreadable or password-protected PDF, save an unprotected copy.

Unknown merge fields are listed on upload. Compare them with Merge fields you can use, correct the source file and upload it again. Nothing is uploaded when the fields are rejected.

A generated field is blank

Check the corresponding value on the case and the missing-field information shown before generation. Correct the case, then generate a new document.

For incorrect wording or layout, replace the template. Editing one downloaded output will not fix future documents.

The template is missing

Check whether it has been retired. Financial templates require financial access. A template for another jurisdiction may appear with a warning or different ordering; it is not necessarily missing.

Check with the person managing templates before creating another copy.

The family cannot see a document

Share it from Documents and ensure their link includes Paperwork. A document on the staff case is not automatically shared.

A document cannot be signed

Only readable PDFs can be signed. Generate or upload a PDF first. Check that the request is for the correct document and signing channel.

For an already answered or cancelled request, create a new one only after reviewing the existing result. See Request a signature.

An upload or save times out

Reload the document list before trying again. If the first attempt succeeded, another upload may create a duplicate. Preserve the source file until you have confirmed the saved document opens.

A packet or signature is out of date

Open Paperwork packets and review the affected document. Resume an interrupted generation rather than starting duplicates. Correct missing source information first. If the source version or required signer list changed, prepare a replacement copy or packet; retained PDFs and signatures cannot be edited into a new agreement.

An uploaded signed scan needs the correct financial and sensitive-data classification and must be linked as paper evidence for the exact source and signer. See Prepare and deliver a paperwork packet.