If customers are experiencing issues with signing documents in dotloop, follow these step-by-step resolutions to troubleshoot and resolve the problem:

1. Check Account Status

Ensure that the customers' accounts are active and not locked. If an account is locked, it will restrict access to documents requiring signatures. You may follow the appropriate steps to unlock the account if necessary - learn more.

2. Review Sharing and Permissions

Verify that the documents have been correctly shared with the customers. If the document wasn't properly shared, they will not have signing access. Make sure the recipients’ email addresses are correct and that their inboxes are not full - learn more.

3. Ensure Proper Login

Check that the customers are logged in to their dotloop accounts. If they are having login issues, they would be unable to access the documents for signing. Direct them to log out and log back in. If they are experiencing login troubles, they can find solutions here - learn more.

4. Clear Browser Cache and Cookies

Sometimes, cached data can cause conflicts. Instruct the customers to clear their browser cache and cookies. This can often resolve issues related to functionality and access - learn more.

5. Use a Supported Browser

Make sure the customers are using a supported and updated web browser. Outdated versions may have compatibility issues with dotloop - learn more.

6. Check Document Status

Verify the document status to ensure that it is ready for signing. If the document has not been finalized or is still in draft mode, customers will not be able to sign - learn more.

7. Verify Signature Fields

Confirm that signature fields are placed correctly within the documents. If signature fields are missing or misplaced, it will prevent signing - learn more.

If these steps do not resolve the issue, consider contacting dotloop support for further assistance.