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Troubleshooting Contracts

Common issues and solutions when working with contracts in Readybuild.

Customer Access Issues​

Customer Can't Access Contract​

Problem: Customer reports they cannot access the contract you sent.

Solutions:

  1. Verify the email address is correct on the contact record
  2. Ask customer to check their spam/junk folder
  3. Confirm the email was sent (contract status should show "Sent")
  4. Resend the contract link if needed
  5. Contract links can expire if too much time has passed - resend a fresh link

Problem: Customer clicks the link but sees "Invalid or expired portal link" error.

Cause: Contract signing links are one-time use only for security. Once clicked, the link is consumed and cannot be used again.

Common scenarios:

  • Customer clicked the link previously (even briefly) and it was consumed
  • Customer is trying to access on a different device than where they first clicked
  • Link expired (links are valid for 7 days)
  • Email was forwarded and someone else clicked first

Solutions:

  1. Customer can request a new link: They can enter their email address on the error page to receive a fresh link immediately
  2. You can resend: Click the Resend button next to the signee's name in the contract
  3. Check if already signed in: If customer previously clicked the link successfully, they may still be signed in. Have them go directly to the client portal URL

Note: There's a limit of 3 new link requests per hour per email address. If customer hits this limit, wait an hour or resend from your side.

Customer Needs to Sign on Different Device​

Problem: Customer started on their phone but wants to finish on their computer (or vice versa).

Solution: Since signing links are one-time use, they need a new link for the new device:

  1. On the new device, go to the client portal login page
  2. Enter their email address
  3. Click the new link they receive
  4. Their session on the original device remains active (both can be used)

Signature Problems​

Signatures Not Showing as Complete​

Problem: Contract shows as incomplete even though customer says they signed.

Solutions:

  1. Ensure all sections requiring initials are complete
  2. Check that the signature was submitted (not just previewed)
  3. Customer may have closed the browser before final confirmation
  4. Contact customer to complete the signing process

Partially Signed Contracts​

Problem: Contract is stuck with some signatures but not all.

Solutions:

  1. Check which signees are pending in the contract status
  2. Send reminder to pending signees
  3. Verify email addresses are correct for all signees
  4. If a signee email changed, void and recreate the contract

Invoice Generation Issues​

Contract Not Creating Invoices​

Problem: Contract is fully signed but invoices weren't generated.

Solutions:

  1. Verify payment schedule is configured on the contract
  2. Check contract type (only Project Proposal and Change Order create invoices)
  3. Ensure all required parties have signed (fully executed status)
  4. Payment schedule must have at least one payment defined
  5. Check project status allows invoicing

Wrong Invoice Amounts​

Problem: Generated invoices show incorrect amounts.

Solutions:

  • Check estimate totals - invoices match the estimate linked to the contract
  • Verify payment schedule percentages add up correctly
  • Review if optional items were included/excluded and affected the total
  • Confirm tax settings are correct on the estimate

Project Not Marked as Sold​

Contract Signed But Project Not Sold​

Problem: Customer signed but project still shows as lead/opportunity.

Solutions:

  1. Check contract type (only Project Proposal marks project as sold)
  2. Verify all signees have signed (must be fully executed status)
  3. Design Services and Deposit Agreements don't automatically mark projects sold
  4. Manually update project status if using non-proposal contract types

Email Delivery Issues​

Customer Didn't Receive Email​

Problem: Customer never received the contract email.

Solutions:

  1. Verify correct email address on contact record
  2. Check customer's spam/junk folder
  3. Some corporate email systems block automated emails
  4. Resend the contract
  5. If persistent, ask customer to whitelist your company's sending address
  6. Try sending to an alternate email address

Bounced Emails​

Problem: Email bounced back or shows delivery failure.

Solutions:

  • Email address is invalid or inbox is full
  • Update the contact email address
  • Resend contract to the corrected address
  • Verify with customer via phone if you have multiple email options

Display and Pricing Issues​

Wrong Pricing Displayed​

Problem: Contract shows unexpected prices or totals.

Solutions:

  • Contract displays pricing from linked estimate at time of contract creation
  • If estimate changed after contract creation, you must void and recreate
  • Check display options for what's showing vs hidden
  • Verify the correct estimate is linked to the contract

Missing Information in Contract​

Problem: Expected information not appearing in the contract.

Solutions:

  1. Check display options (Show Item Detail, Show Description, etc.)
  2. Verify the contract template has the required sections
  3. Confirm the estimate has the expected data
  4. Review if information is in optional sections that weren't included

Getting Help​

If you can't resolve an issue using these troubleshooting steps:

  1. Note the contract name/number
  2. Document the specific error or problem behavior
  3. Take screenshots if applicable
  4. Note what you've already tried
  5. Contact Readybuild support with this information

The more details you provide, the faster support can help resolve the issue.