Overview

This article covers common Document Flow issues and their resolutions.

If a customer cannot access a Document Flow, complete a document, or submit a signature, use the troubleshooting steps below to identify and resolve the issue.

Customer Received the Email but Cannot Access the Documents

Possible Cause

The email or SMS template does not contain the {DOCUMENT_FLOW_URL} variable.

Resolution

1. Navigate to the email or SMS template used by the Document Flow.
2. Confirm the {DOCUMENT_FLOW_URL} variable is included.
3. Save the template.
4. Send the Document Flow again.

Warning: Without the {DOCUMENT_FLOW_URL} variable, customers will receive the message but will not be able to access the Document Flow.

Customer Cannot Sign a Document

Possible Causes

• The document does not contain a signature field.
• The document included in the flow is an older version.
• The customer is opening an attached PDF instead of the Document Flow link.

Resolution

1. Verify the document contains the required signature field.
2. Confirm the latest published version of the document is being used.
3. Instruct the customer to complete the document through the Document Flow link.

Warning: Documents attached as PDFs are view-only copies. Customers must use the Document Flow link to complete fields and submit signatures.

Document Flow Cannot Be Sent

Possible Causes

• One or more documents are still in draft status.
• The selected email or SMS template has been deleted or modified.
• The Document Flow configuration is incomplete.

Resolution

Verify that:

• All documents included in the flow are published.
• A valid email or SMS template is assigned.
• The Document Flow is configured correctly.

Customer Reports the Link Has Expired

Cause

The Document Flow expiration period has passed.

Resolution

Send the Document Flow again from the project.

A new link will be generated automatically.

Note: There is no dedicated resend button. Sending the Document Flow again generates a new active link.

Automation Sent the Email but the Document Flow Did Not Work

Cause

The automation is configured to use Send Email instead of Send Document Flow.

Resolution

Review the automation and confirm it is configured to use the Send Document Flow action.

Warning: Even if the same email template is used, only the Send Document Flow action generates the interactive document link.

Frequently Asked Questions

Does sending a Document Flow change the project's status?

No. Sending a Document Flow does not update the project's sales stage or status.

Can customers complete documents from attached PDFs?

No. Customers must use the Document Flow link to complete documents and signatures.

Can invoices be included in a Document Flow?

No. Invoices must be sent separately.

Can Document Flows be sent by SMS?

Yes. If SMS delivery has been enabled and configured, Document Flows can be delivered by text message.

Related Articles

• Configure Document Flows
• Send and Manage Document Flows

Need Help? If you need assistance with Document Flows, contact our Product Experts team at help@supermove.com