Troubleshooting

The messages Bookmaker shows when something cannot be done, what each one means and what to do about it.

Permissions#

"Your role does not have permission for: …" Your role does not include the action; the part after the colon names the permission, such as payments:write. Ask an owner or admin to change your role. Roles and permissions shows which role includes what.

A settings page cannot be changed Every member can open every settings page, but only some roles can change each one. See Settings reference.

Signing in#

"Email or password is incorrect" Check the address and password. Passwords are case-sensitive. If you have forgotten it, choose Forgot password?.

"Account locked. Try again in a few minutes." Five wrong passwords in a row lock the account for 15 minutes. Wait, or reset your password, which also clears the lock.

"That code is not right." Your authenticator app's code changes every 30 seconds. Enter the code currently shown, and check that your phone's clock is set automatically. Lost your phone? Use a recovery code. See Secure your account.

"This account has no organization. Ask for an invite." You have an account but belong to no organization. Ask someone to invite you, or sign up to create your own.

"This reset link is no longer valid." or "This confirmation link is no longer valid." Reset links last one hour and sign-up links 24 hours, and each works once. Request a new one.

"This invitation link is no longer valid." Invitations expire after seven days and work once. Ask for a new invitation.

Documents#

Someone else saved this document A colleague changed the document while you had it open. Choose Reload to see their version before carrying on, so neither of you overwrites the other.

Offline — changes pending Your connection dropped. Keep the editor open; your changes save when you are back online.

"This document has payments recorded — void it instead of discarding." A document with payments is part of your financial record. Void it, which keeps the number and payments on record, instead of discarding it.

"Signature no longer valid" The document was edited after it was signed. Check the changes, then sign it again. See Sign documents.

My numbers have a gap, or a number was used twice in a row after discarding Discarding a document returns its number to the pool, and the next new document uses it. Document numbering explains how numbers are assigned.

Sending#

Send is missing or greyed out The document cannot be sent in its current state: it is void, cancelled, rejected, expired or already converted, or it is a delivery document that travels with the goods. Hover over Send in the Documents list to see the reason. See Send a document.

"Could not send this document. Try again." The email could not be handed over for delivery. Wait a moment and send again. The Delivery card on the document shows whether each send went out.

"We could not confirm this email was sent." The email service took too long to answer, so the email may or may not have gone out. The Delivery card on the document shows the attempt as Unconfirmed. Check with the recipient before sending again.

"This email is still being sent. Wait a moment, then refresh." An earlier send of the same email is still being processed. Wait a moment and refresh the page to see whether it went out.

The customer says the link does not work The link stops working when a document is discarded. Send the replacement document to give them a new link.

Scheduled sends, recurring invoices and reminders#

There is no Scheduled page, Schedule send option or Reminders tab These are switched on per workspace. Ask whoever runs your Bookmaker.

Schedule send is not in the Send dialog It is offered on the document's own page, not in the Documents list's row menu. Open the document and choose Send.

A scheduled send shows "Needs your review" It stopped before sending, and the reason is shown with it: the document was changed after it was scheduled, its time passed while Bookmaker was unavailable, or the person who scheduled it can no longer send documents. Open the document and choose Confirm and send as it is now, Send now, Reschedule or Cancel send. See Schedule a send.

"Delivery could not be confirmed" The email service did not answer, so the email may or may not have gone out. Bookmaker does not send it again by itself, because that could reach the customer twice. Check with the recipient, then send the document again from its page if it did not arrive.

Nothing happened at the scheduled time Scheduled work runs about once a minute, so a send set for 09:00 leaves between 09:00 and 09:01. If it is still Scheduled well after its time, the part of Bookmaker that runs scheduled work is not running; tell whoever runs your Bookmaker. Nothing is lost: it is handled when that part is back, and anything more than 12 hours late waits for you instead of being sent late.

An invoice did not get a reminder Reminders go only to invoices that were emailed from Bookmaker, still have a balance and have a due date. The Scheduled card on the invoice says why none is planned, and its History gives the reason for any that was skipped or cancelled: the invoice was paid, reminders are paused for it or for the customer, a later reminder was already due, or its wording would no longer have been true. See Payment reminders.

A recurring invoice arrived as a draft, or was skipped It was more than 12 hours late, which only happens when Bookmaker could not run scheduled work. A late invoice is never issued or emailed automatically. Review the draft and send it, or, for a skipped one, choose Create draft beside it in the recurring invoice's History. See Recurring invoices.

Signing requests#

"This PDF is password-protected." Open the file in the program that made it, remove the password, save it, and upload it again. A protected PDF cannot be signed, because its pages cannot have signatures added.

A Word file looks different after upload Word files are turned into a clean document from their words, headings, lists and tables; their layout, fonts and pictures are not kept. Fix anything in the editor, or save the file as a PDF in Word and upload the PDF instead to keep its layout exactly.

Suggest fields found nothing It looks for lines of underscores labelled Signature, Name, Date, Initials or Title. A scanned document has no text to read. Drag the fields onto the page instead.

A signer says their link says "This link is no longer available" The request was completed, voided, declined or has expired, or the link was mistyped. Open the request: if it is still waiting for them, choose Remind to send a fresh link.

A signer did not get the email Open the request: the timeline shows "An email could not be sent" if delivery failed. Check the address, then use Remind. Ask them to look in their spam folder.

A signer cannot open the document: it asks for an access code You set one for them. Tell them the code by phone or message. After five wrong tries the link pauses for 15 minutes.

I need to change a request I already sent A sent request cannot change. Open it, choose Duplicate as new draft, correct and send the copy, then Void the original.

/verify says "No match" The file is not the signed PDF that Bookmaker produced, or it has changed since, even by being opened and saved again in another program. Download the signed PDF again from the request and check that copy.

Downloads#

"Too many downloads in a short time." Each person can download eight PDFs a minute. Wait a minute and try again, or select the documents and choose Download PDF to get them all in one file, or Download ZIP.

"PDF downloads are unavailable right now." or "We couldn't create the PDF." The PDF could not be produced. Try again shortly. In the meantime, choose Print and pick Save as PDF as the printer: it produces the same document.

"We couldn't reach Bookmaker." Your connection dropped before the answer arrived. Check your connection and try again.

Importing#

The import lists row errors and nothing was imported Imports save nothing unless every row is valid, so a failed import never leaves half your data behind. Fix the rows listed, then import the whole file again. See Import and export with CSV.

"File is too large (max 1 MB)" Split the file into smaller files and import them one at a time.