Troubleshooting Common Issues in BreezeDoc

This comprehensive troubleshooting guide helps you resolve common issues in BreezeDoc. Whether you're experiencing problems with document creation, sending emails, recipient signing, or technical errors, find solutions organized by category for quick resolution.

How to Use This Guide

1. Identify the category that matches your issue (document creation, sending, signing, etc.).
2. Find the specific problem description.
3. Follow the step-by-step fix instructions.
4. Try alternative solutions if the first fix doesn't work.
5. Contact support if issue persists after trying all solutions.

Document Creation and Upload Issues

Issue: PDF Upload Failed or Stuck

Symptoms: Upload progress bar stuck, error message "Upload failed", or page freezes during upload.

Fixes:

1. Check file size – very large PDFs (>50MB) may time out. Compress PDF using Adobe Acrobat or online tools.
2. Verify file is actually PDF format – some files with .pdf extension are corrupted. Open in PDF reader to test.
3. Clear browser cache and cookies, then try upload again.
4. Try different browser (Chrome, Firefox, Safari, Edge).
5. Check internet connection stability – switch to WiFi if on cellular, or vice versa.
6. Disable browser extensions temporarily (especially ad blockers or security extensions).
7. Upload from desktop instead of cloud storage (download first if file is in Dropbox/Google Drive).

Issue: Cannot Add Fields to Document

Symptoms: Field toolbar not appearing, clicking field buttons does nothing, or fields disappear after placement.

Fixes:

1. Ensure JavaScript is enabled in browser settings.
2. Refresh page and wait for document editor to fully load.
3. Check if document has been sent – sent documents cannot have fields modified.
4. Try adding different field type to isolate issue (signature vs. text vs. checkbox).
5. Zoom browser to 100% – extreme zoom levels can break field placement.
6. Use incognito/private window to test without extensions.
7. Clear browser cache: Settings ➜ Privacy ➜ Clear browsing data ➜ Cached images and files.

Issue: Document Preview Not Loading

Symptoms: Blank page instead of PDF preview, "Failed to load" error, or infinite loading spinner.

Fixes:

1. Wait 30-60 seconds – large documents take time to convert to images for editor.
2. Refresh page (F5 or Cmd+R).
3. Check if PDF is password-protected – remove password protection before uploading.
4. Verify PDF is not corrupted by opening in Adobe Reader or other PDF viewer.
5. Try uploading again – conversion process may have failed.
6. Use different browser or device.
7. Contact support with document ID if issue persists – conversion job may have crashed.

Sending and Email Delivery Issues

Issue: Recipients Not Receiving Emails

Symptoms: Document shows as sent but recipients haven't received notification email.

Fixes:

1. Verify recipient email address is correct – check for typos in Documents ➜ [Document] ➜ Recipients.
2. Ask recipients to check spam/junk folder – BreezeDoc emails sometimes flagged as spam.
3. Whitelist domain: Add @breezedoc.com and sender's domain to safe senders list.
4. Check email server is not blocking automated emails – corporate email filters may block.
5. Wait 5-10 minutes – email delivery can be delayed during high-volume periods.
6. Use "Resend" option: Go to document ➜ More ➜ Resend to specific recipient.
7. Try sending from different email: Clone document and send from Pro/Agency account with custom domain.
8. Check recipient's email server status – Gmail/Outlook outages can delay delivery.

Issue: Cannot Send Document (Send Button Disabled)

Symptoms: Send button grayed out, clicking Send does nothing, or error message appears.

Fixes:

1. Verify at least one recipient is added – documents require minimum one recipient.
2. Check all recipients have email addresses – empty email fields prevent sending.
3. Ensure recipient names are filled in – both name and email required.
4. Check expiration date is in future – past dates prevent sending.
5. Verify you haven't exceeded monthly document limit – check Settings ➜ Plan ➜ Documents sent this month.
6. Remove any invalid email addresses (check for missing @ or .com).
7. Refresh page and try again – temporary UI state issue.
8. Check browser console for errors (F12 ➜ Console tab) – report to support if JavaScript errors shown.

Issue: Email Customization Not Working

Symptoms: Custom subject/body not appearing in sent emails, or customization fields hidden.

Fixes:

1. Verify your plan – email customization requires Pro or Agency plan.
2. Check Settings ➜ Plan to confirm plan level.
3. Upgrade if on Free plan: Settings ➜ Plan ➜ Upgrade.
4. Clear browser cache if plan was recently upgraded.
5. Log out and log back in to refresh plan permissions.
6. Test with new document – old drafts created before upgrade may not show customization.

Recipient Signing Issues

Issue: Recipient Signing Link Not Working

Symptoms: Clicking link shows 404 error, "Document not found", or redirect loop.

Fixes:

1. Verify document wasn't deleted by sender – deleted documents return 404.
2. Check URL is complete – email clients sometimes truncate long links. Try copying full URL manually.
3. Clear browser cookies and cache, then try link again.
4. Try opening link in different browser or incognito window.
5. Contact sender to verify document is still active and resend if needed.
6. Check if document expired – expired documents redirect to expiration page.
7. Try accessing from desktop instead of mobile (or vice versa).

Issue: Passcode Not Accepted

Symptoms: "Incorrect passcode" error, locked out after attempts, or passcode field not appearing.

Fixes:

1. Verify passcode is entered exactly as provided – passcodes are case-sensitive.
2. Check for extra spaces before or after passcode – copy/paste can add spaces.
3. Type passcode manually instead of copying to avoid hidden characters.
4. If locked out (5 failed attempts), wait 15 minutes then try again.
5. Contact document sender to verify correct passcode or request removal.
6. Clear browser cookies if passcode keeps failing despite correct entry.
7. Try different browser – rare cases of browser auto-fill interfering.

Issue: Cannot Complete Fields in Document

Symptoms: Fields not clickable, signature drawer not opening, or cannot type in text fields.

Fixes:

1. Ensure JavaScript is enabled – signing interface requires JavaScript.
2. Disable ad blockers and privacy extensions temporarily.
3. Clear browser cache and reload page.
4. Try different browser (especially if using Internet Explorer – use Chrome/Firefox/Safari/Edge instead).
5. Zoom browser to 100% – extreme zoom breaks field interactions.
6. Check if document already completed – completed documents are read-only.
7. Update browser to latest version – old browsers may lack required features.
8. Try from desktop if using mobile (or vice versa).

Issue: Signature Not Saving or Appearing

Symptoms: Signature disappears after clicking Insert, signature field remains empty, or signature image corrupted.

Fixes:

1. Ensure signature is not blank – draw something visible or type name fully.
2. Try different signature method – switch from Draw to Type or vice versa.
3. Clear browser cache and try again.
4. Use mouse instead of touchpad for drawing signatures – touchpads can be unreliable.
5. On mobile, use finger or stylus – avoid palm touches which may interfere.
6. Zoom to comfortable level before signing – too zoomed in/out can cause issues.
7. Try incognito/private window to rule out extension interference.
8. Use different browser – Safari sometimes has canvas rendering issues.

Issue: Cannot Submit Completed Document

Symptoms: Submit button grayed out, clicking Submit does nothing, or error appears on submission.

Fixes:

1. Check all required fields are completed – scroll through entire document to find incomplete fields.
2. Look for error messages indicating which fields need attention (usually red highlights).
3. Ensure checkboxes are checked if required.
4. Fill all text fields with valid data (not just spaces).
5. Complete all signature and initial fields fully.
6. Refresh page if fields are complete but Submit still disabled – may be temporary state issue.
7. Try different browser if problem persists.
8. Contact sender if specific field appears broken or impossible to complete.

Field and Signature Issues

Issue: Fields in Wrong Position After Placement

Symptoms: Field appears in wrong location, moves after saving, or overlaps incorrectly.

Fixes:

1. Zoom browser to 100% before placing fields – zoom affects positioning calculations.
2. Click and drag field to exact position – avoid quick clicks which may misposition.
3. Refresh page and check if field position corrected.
4. Delete field and re-add at correct position.
5. Check if using high-DPI display – browser zoom may auto-adjust, causing position shifts.
6. Use arrow keys for fine positioning after placing field.
7. Clear browser cache if fields consistently misalign.

Issue: Wrong Field Type Selected

Symptoms: Need signature but added text field, or need dropdown but added checkbox.

Fixes:

1. Delete incorrect field: Click field ➜ Delete button.
2. Select correct field type from toolbar.
3. Place new field in desired location.
4. Note: Cannot change field type after creation – must delete and recreate.

Issue: Fields Not Assigned to Correct Recipient

Symptoms: Recipient sees wrong fields, or another recipient's fields appear.

Fixes:

1. In document editor, check field assignment dropdown for each field.
2. Click field ➜ Assign to: [Select correct recipient name].
3. Verify recipient names are unique – duplicate names can cause confusion.
4. Delete and recreate fields if assignment won't change.
5. Check send order if using sequential signing – recipients only see their fields when it's their turn.

PDF and Download Issues

Issue: Cannot Download Completed PDF

Symptoms: Download button missing, clicking download does nothing, or 404/500 error.

Fixes:

1. Check completion email – PDF should be attached to completion notification.
2. Go to Documents ➜ [Document] ➜ Activity ➜ Download.
3. Verify document is fully completed – all recipients must sign before PDF generated.
4. Clear browser download cache and try again.
5. Try downloading in different browser.
6. Check browser download settings – some browsers block automatic downloads.
7. Contact support if PDF was never generated – backend job may have failed.

Issue: Downloaded PDF is Corrupted or Blank

Symptoms: PDF won't open, shows as blank pages, or displays "corrupted" error.

Fixes:

1. Download again – file transfer may have been interrupted.
2. Try downloading in different browser.
3. Open with different PDF reader (Adobe Acrobat, Chrome, Preview, etc.).
4. Update PDF reader software to latest version.
5. Check file size – extremely small size (0 KB or few KB) indicates generation error.
6. Download from email attachment instead of dashboard.
7. Contact support to regenerate PDF if consistently corrupted.

Issue: Signatures Missing from Downloaded PDF

Symptoms: Downloaded PDF shows empty signature fields instead of completed signatures.

Fixes:

1. Verify all recipients actually completed – check activity log.
2. Ensure downloading "completed" PDF, not draft PDF.
3. Wait 2-3 minutes after final signature for PDF generation to complete.
4. Download from completion email attachment instead of dashboard.
5. Check multiple pages – signatures may be on different page than expected.
6. Contact support if signatures confirmed completed but missing from PDF.

Account and Access Issues

Issue: Cannot Log In

Symptoms: "Incorrect password" error, email not recognized, or login page refreshes without logging in.

Fixes:

1. Verify email address is exactly as registered – try variations (.com vs .net, etc.).
2. Use password reset: Login page ➜ Forgot password ➜ Enter email ➜ Check email for reset link.
3. Check spam folder for password reset email.
4. Clear browser cookies: Settings ➜ Privacy ➜ Clear cookies.
5. Try different browser or incognito window.
6. Disable browser autofill and type credentials manually.
7. Verify caps lock is off – passwords are case-sensitive.
8. If using Google sign-in, ensure you're selecting correct Google account.

Issue: Hit Monthly Document Limit

Symptoms: "You've reached your monthly limit" error, cannot send more documents.

Fixes:

1. Check current usage: Settings ➜ Plan ➜ Documents sent this month.
2. Wait until next month (limits reset on 1st of each month).
3. Upgrade plan: Free (10 docs) ➜ Pro (20 docs) ➜ Agency (unlimited).
4. Go to Settings ➜ Plan ➜ Upgrade.
5. Delete sent documents if needed (does not restore count for current month).
6. Contact support for one-time limit increase in emergency situations.

Issue: Missing Features (API, Custom Logo, Teams)

Symptoms: Feature mentioned in docs not visible in account, greyed out, or shows upgrade prompt.

Fixes:

1. Check your plan: Settings ➜ Plan ➜ View current plan.
2. Verify feature availability:
   • API access: Pro or Agency required
   • Custom logo: Agency required
   • Teams: Agency required
   • Email customization: Pro or Agency required
   • Automated reminders: Pro or Agency required
3. Upgrade if needed: Settings ➜ Plan ➜ Upgrade.
4. Log out and log back in after upgrading to refresh permissions.
5. Clear browser cache if recently upgraded.

Integration Issues

Issue: Google Drive Integration Not Working

Symptoms: Cannot connect Google account, import fails, or Google Picker doesn't open.

Fixes:

1. Verify Google account permissions: Google Account ➜ Security ➜ Third-party apps ➜ Check BreezeDoc access.
2. Disconnect and reconnect: Settings ➜ Integrations ➜ Disconnect ➜ Reconnect.
3. Clear browser cookies and cache, especially Google-related cookies.
4. Ensure popup blocker isn't blocking Google authorization window.
5. Try different browser – Chrome works best for Google integrations.
6. Check Google Drive file is actually PDF format.
7. Verify file permissions – ensure you own the file or have edit access.

Issue: Stripe Payment Not Working for Invoices

Symptoms: Stripe payment button missing, payment fails, or "Stripe not connected" error.

Fixes:

1. Verify Stripe is connected: Settings ➜ Integrations ➜ Stripe ➜ Check connection status.
2. Reconnect Stripe if disconnected: Settings ➜ Integrations ➜ Connect Stripe.
3. Check Stripe account is fully activated (not pending verification).
4. Verify invoice has line items with prices > $0.
5. Test with different payment method (customer's card may be declined).
6. Check Stripe dashboard for error logs.
7. Ensure Stripe account is in same currency as invoice.

Issue: API Requests Returning 401 Unauthorized

Symptoms: API calls fail with 401 error, "Unauthorized" message, or "Invalid token".

Fixes:

1. Verify API token is correct – check Settings ➜ Integrations ➜ API ➜ Copy token again.
2. Ensure using Bearer authentication: Authorization: Bearer YOUR_TOKEN
3. Check plan includes API access (Pro or Agency required).
4. Regenerate token: Settings ➜ Integrations ➜ API ➜ Revoke ➜ Generate new token.
5. Verify token isn't expired or revoked.
6. Check for extra spaces or line breaks when copying token.
7. Test with curl command to isolate code vs. credential issue.

Performance and Technical Issues

Issue: Page Loading Slowly

Symptoms: Dashboard takes minutes to load, infinite spinners, or timeout errors.

Fixes:

1. Check internet connection speed – run speed test.
2. Close other tabs and applications using bandwidth.
3. Clear browser cache: Settings ➜ Privacy ➜ Clear cache.
4. Disable browser extensions temporarily.
5. Try different browser.
6. Check BreezeDoc status page for service outages.
7. Use wired connection instead of WiFi.
8. Try accessing at different time – may be high-traffic period.

Issue: Browser Compatibility Problems

Symptoms: Features broken in specific browser, layout issues, or buttons not responding.

Fixes:

1. Update browser to latest version.
2. Recommended browsers: Chrome, Firefox, Safari, Edge (latest versions).
3. Avoid Internet Explorer (deprecated, not supported).
4. Disable compatibility mode if using older browser.
5. Clear browser cache and cookies.
6. Try incognito/private window to test without extensions.
7. Switch to recommended browser if issues persist.

Issue: Mobile Device Issues

Symptoms: Layout broken on phone/tablet, touch gestures not working, or features missing on mobile.

Fixes:

1. Rotate device to landscape mode for better view.
2. Use latest mobile browser (Chrome on Android, Safari on iOS).
3. Zoom to comfortable level – mobile may auto-zoom.
4. Update mobile OS to latest version.
5. Clear mobile browser cache: Browser ➜ Settings ➜ Privacy ➜ Clear cache.
6. Try desktop mode: Mobile browser ➜ Menu ➜ Request desktop site.
7. Use tablet instead of phone for complex operations like document editing.
8. Some features work better on desktop – switch if mobile experience poor.

Getting Additional Help

Before Contacting Support

Gather this information to speed up resolution:

• Document ID or name: Specific document experiencing issue
• Account email: Email address used for BreezeDoc account
• Browser and version: Chrome 120, Firefox 115, Safari 17, etc.
• Operating system: Windows 11, macOS 14, iOS 17, Android 13, etc.
• Steps to reproduce: Exact steps that cause the problem
• Screenshots: Screenshot of error message or problematic behavior
• Error messages: Exact text of any error messages
• When started: When issue first appeared

How to Contact Support

• Email: support@breezedoc.com (include info above)
• In-app: Look for Help or Support link in BreezeDoc dashboard
• Response time: Usually within 24 hours on business days
• Priority support: Available for Pro and Agency plan customers

Self-Help Resources

• Help Center: Full documentation at docs.breezedoc.com
• Video tutorials: YouTube channel @AppSumo-Originals
• Status page: Check for service outages
• Community: User forums and discussion groups

Preventive Tips to Avoid Issues

Best Practices

• Use modern browsers: Keep Chrome, Firefox, Safari, or Edge updated
• Clear cache regularly: Monthly cache clearing prevents many issues
• Test documents before sending: Send to yourself first to verify everything works
• Save drafts frequently: Save progress when adding many fields
• Verify recipient emails: Double-check addresses to avoid bounces
• Set realistic expiration dates: Allow 30+ days for complex documents
• Monitor monthly limits: Check usage regularly to avoid hitting limits
• Keep backups: Download completed PDFs immediately

Avoid Common Mistakes

• Don't use IE: Internet Explorer is not supported
• Don't password-protect PDFs before upload: Remove passwords first
• Don't exceed file size limits: Compress large PDFs
• Don't send without testing: Always test signing flow first
• Don't delete documents prematurely: Recipients' links break when deleted
• Don't share passcodes in same email: Defeats security purpose

FAQ

Q: Why do so many issues require "clear browser cache"?

A: BreezeDoc is a web application that stores temporary files, scripts, and data in your browser cache. Old cached files can conflict with updates, causing unexpected behavior. Clearing cache forces browser to download fresh files.

Q: How often should I clear browser cache?

A: Monthly is good practice. Also clear after BreezeDoc updates, plan upgrades, or when experiencing weird behavior.

Q: What information does support need to help me?

A: Document ID/name, account email, browser/version, OS, steps to reproduce, screenshots of errors, and when issue started. More detail = faster resolution.

Q: Are there known service outages I should check?

A: Check BreezeDoc status page or social media for service announcements. Most issues are user-specific, but occasional service disruptions do occur.

Q: Can I get refund for documents that failed?

A: Contact support for case-by-case evaluation. Failed sends due to system errors may be refunded, but completed sends count toward monthly limit regardless of recipient completion.

Need more help? Contact our support team – we're here to help!