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Troubleshooting

The symptoms actually encountered, with their cause and the fix. Each entry starts from what you see, not from what happens in the code.

The three reflexes, in order
  1. The "Webhook intake" card (Setup) — are events arriving?
  2. The Refresh button on the request — does the status correct itself?
  3. The logs — the full request and response of every exchange.

These three points answer most of the cases below.

Nothing goes out​

No email arrives, and no error is shown​

The most puzzling case, and the most frequent at the start of a project. Three causes, to check in this order:

  1. Org deliverability — Setup → Email Deliverability must be set to "All email". On any other value, Salesforce absorbs the emails silently: the send succeeds from its point of view, nothing goes out.
  2. Email quota reached — usually 5,000/day, but 15/day on Developer Edition and trial orgs. One afternoon of testing exhausts it.
  3. Unverified sending address — see Installation.

These three points only concern weSign, which sends from your org. Yousign sends from its own infrastructure.

"The recipient email must belong to your organization"​

You are on a Yousign sandbox: it only accepts addresses that are members of your Yousign organization, and rejects tagged addresses (name+test@…). Test with a real internal address, or move to production.

The phone number is refused​

The international format is required (+33612345678). TrueSign normalizes common formats, but a number that is too short or invalid is rejected. The phone is only required when SMS authentication is enabled for that recipient.

"This provider does not support…"​

weSign does neither SMS, nor AES, nor QES. A send requiring them is explicitly refused rather than silently downgraded — deliberately: a chosen security control must never be replaced by a weaker one without saying so. Move that template to Yousign.

The status does not move​

The status stays frozen although the person has signed​

  1. Click Refresh: if the status corrects itself, the problem is the webhook.
  2. Look at the Webhook intake card:
    • empty while signatures happened → deliveries are not arriving (below);
    • rejected events → the HMAC secret is out of sync. Run Provision webhook again (production) or paste the secret again (sandbox).

Deliveries stopped all at once​

A known Yousign trap. After a series of rejected notifications (out-of-sync secret → 401), Yousign silently suspends deliveries — without changing the webhook's displayed state, which still reads "active". Re-arm it from the Yousign dashboard, then check the Webhook intake card again.

No event ever arrived​

Check that the public Site is active and that its guest user holds the TES_Guest permission set — see Installation. The URL to declare at Yousign is the one shown in Settings: use the Copy button, do not rebuild it by hand.

The document is wrong​

Values stack up with no headings​

This is not a malfunction. TrueSign places the value, never the label: "Client:" must exist in your source document. Five fields placed by coordinates on a blank page give five bare values. See Merge fields.

A field does not appear at all​

Neither anchor nor coordinates set: the field is ignored at send time.

A field comes out empty​

Three causes: the lookup is empty on the record (no linked account); the field is not readable by the sender (a masked field renders empty, it never leaks); or the value really is empty.

Word refuses to open the generated document​

A merged value contains an & ("Black & Decker"). A fix is in progress on the product side; meanwhile, strip the character at source or with a formula.

A tag stays visible in the document​

Word split it into invisible pieces (spell-checker, formatting applied mid-typing). TrueSign re-glues most cases automatically; if one resists, retype it in one go, with no intermediate formatting.

The generated document is blank​

The record's object does not match the Gen template's source object — the operation is refused with a message, rather than producing a blank document.

Writeback writes nothing​

CheckDetail
Is the trigger selected?A row saved without a trigger never fires
Is the field editable?A read-only field has nothing to report back
The right target object?Source record, linked Contact, or custom object
The request's audit logWRITEBACK_FAILED gives the exact reason, field by field

I cannot find what I am looking for​

My template does not appear in the selector​

In order: the template is inactive or in draft; it is tied to a different object than the current record; you do not have the Template management option; or — for bulk send — it is not enabled for bulk send.

I cannot see TrueSign on my records​

The component is not placed on the page. The Setup → Components screen lists the components actually in place in the org. See The TrueSign app.

The tab or button was "created" but appears nowhere​

Automatic placement is not configured in your org — an optional step. Nothing is broken: the interface shows the manual placement instructions. See Installation.

The "Download signed document" button does not appear​

It only appears once the signed PDF exists, therefore in Done status.

Rights and access​

"You do not have permission…" although the user has permission sets​

The model is one role + options: an option alone is never enough. A user with the Generation option but no Sender role can generate a document, not send it. See the matrix.

An approver cannot send​

That is deliberate — separation of duties. Approving and issuing are two distinct acts. If the person must do both, give them the Sender role plus the Approval delegate option.

I cannot remove a user's last role​

They still have options: options cannot exist without a role. Remove the options first, or clear the role — which removes the options along with it.

Bulk send​

SymptomCause
Missing columns reportedThe CSV does not come from that template's sample — download it again
The batch is refused before startingThe email quota would not cover the whole batch
Rows in errorThe preview and the monitor identify them one by one; resend only the failures
My approval template is not offeredDeliberate: a governance rule requiring a human decision per case is not bypassed by a batch

None of the above?​

Head to support — with the request number (SIG-…), the matching log extract, and the environment. Those three items are almost always enough to qualify an incident on the first exchange.