Troubleshooting Common Issues in BreezeDoc

Fix common BreezeDoc problems: uploads that fail, emails recipients never get, signing that will not finish, monthly limits, downloads, login, and API errors.

How to Use This Guide

Find the section that matches your problem, try the fixes in order, and email support@breezedoc.com if the problem continues. Include the document name, your account email, and a screenshot of any error message.

Uploading and Preparing Documents

My file will not upload

• BreezeDoc accepts PDF, Word (.doc, .docx), Excel (.xls, .xlsx), JPG, and PNG files of 5 MB or less. Compress larger files first.
• Check that the file opens on your computer - a damaged file cannot be converted.
• Remove password protection from a PDF before uploading it.
• Upload from the Documents page (or the Templates page for a template): click Add new document (or Add new template) or drop the file on it.

I cannot find the right field type

• The editor offers Signature, Initials, Text, Email, Date, Checkbox, and Dropdown fields. See the Field Types Reference Guide.
• If the editor does not load, reload the page and try another browser.

Sending and Email Delivery

My recipient did not receive the email

• Check the recipient's email address for typos.
• Ask the recipient to check their spam or junk folder, and to add BreezeDoc to their safe senders.
• Company email filters sometimes block automated messages - ask the recipient's IT team.
• On the Documents page, click Resend next to the recipient's name. You can also copy their Sign link and send it yourself.

I cannot send a document

• If the Send for Signature page says "You have reached the maximum number of sent documents this month allowed for your plan", see Monthly document limit below.
• Fill in a Name: and an Email: for every signer - both are required.
• Documents sent from a team are not limited by your personal monthly allowance.

I cannot customize the email

• Customize email (your own subject and message) requires the Individual Plan or the Agency Plan. On a team document, the plan of the team's creator counts.
• See which plan you are on under Settings → Plan, and reload the page after upgrading.

Signing Issues

The signing link does not work

• If the page says Document Expired, the document passed its expiration date. The sender can clone it and send it again - see Document Expiration: Set, Change or End a Signing Deadline.
• If the sender deleted the document, the link no longer works - ask the sender to send it again.
• Copy the whole link if your email app broke it across lines, or ask the sender for the Sign link from the Documents page.

I cannot finish filling in the document

• Fill in every yellow field. The Finalize step shows "Please fill all marked fields before finalize." until each required field is complete.
• Required checkboxes must be ticked, and required text fields must contain text.
• Then click Finalize, check the summary, and click Confirm and sign the document.

My signature does not save

• In the signature window, choose Type, Draw, or Upload (an image of up to 2 MB), then click Save changes and sign.
• Closing the window any other way does not save the signature.

I click "Confirm and sign the document" and see "We couldn't complete your document"

• The message names the fields to check: "Please check these fields and try again:" followed by their labels.
• Click Back, open each named field, and fill it in again. For a signature or initials field, click Save changes and sign; an Email field needs a valid email address.
• If the message names no fields ("Please go back, review your fields, and try again."), click Back and check every field.
• Then click Finalize and Confirm and sign the document again. If it still fails, reload the signing link and contact the sender or support@breezedoc.com.

Completed Documents and Downloads

I cannot find the completed PDF

• When the last recipient signs, BreezeDoc emails the completed PDF to you, to each signer, and to each CC recipient.
• You can also download it from the Documents page: open the document's More menu and click Download.
• The completed PDF ends with the document's activity log. See How to Download Signed Documents and Activity PDFs.

Signatures are missing from the PDF

• Check the document's Activity page - every recipient must show Signed. A PDF downloaded before then shows the fields filled in so far.

Account and Plan Issues

I cannot log in

• On the login page, click Forgot your password?, enter your email, and click Email password reset link →. Check your spam folder for the email.
• If you registered with Google, click Login with Google and choose the same Google account.

Monthly document limit

• Your plan allows a number of documents sent each month: Free Plan 10, Individual Plan 20, Agency Plan unlimited.
• See how many you have sent under Settings → Plan ("Documents sent this month"). The count starts again on the 1st of each month.
• To send more, upgrade - see How to Upgrade Your BreezeDoc Plan.

A feature is missing from my account

See which plan you are on under Settings → Plan. Paid plans are one-time purchases; reload the page after upgrading.

Payments and API

Invoice payments are not working

• Connect Stripe or add your PayPal email under Settings → Payments.
• Make sure your Stripe account is fully activated in Stripe.
• See How to Accept Card Payments on Invoices with Stripe and How to Accept PayPal Payments on BreezeDoc Invoices.

API requests return 401 Unauthorized

• Send the token as Authorization: Bearer YOUR_TOKEN, without extra spaces.
• Personal access tokens expire after one year, and a deleted token stops working. A token can't be shown again - create a new one under Settings → Integrations → Manage API Keys.
• API access requires the Individual Plan or the Agency Plan.
• See Personal Access Tokens and How to Set Up an OAuth 2.0 Client for Your App.

General Troubleshooting

A page does not work in my browser

• Use an up-to-date Chrome, Firefox, Safari, or Edge.
• Try a private window, or turn off browser extensions such as ad blockers, then reload.

Something is hard to do on my phone

• Recipients can sign on a phone. Preparing documents and placing fields is easier on a computer.

Still stuck? Email support@breezedoc.com.

Frequently Asked Questions

What information should I send to support?

The document name, your account email, what you did, and a screenshot of any error message. Send it to support@breezedoc.com.

When does my monthly document count reset?

On the 1st of each month. Only documents sent that month count, and documents sent from a team do not count toward your personal allowance.

A document expired before everyone signed. What now?

Clone it from the Documents page (More → Clone) and send the copy again.

Can I import files from Google Drive?

No. Download the file from Google Drive and upload it to BreezeDoc.

Need more help? Contact our support team at support@breezedoc.com - we are here to help!