Overview
When a client can't sign a Broki e-sign package, the signing page usually tells you why: an expired or replaced link, documents that didn't load, or required fields still empty. Most cases are fixed from the package history on the mortgage file's E-Sign tab, using Resend, Send reminder or Send new links, without starting over.
This article lists what the client sees, the likely cause, and the fix. It covers e-sign signing packages. For the BC MSA and consent signing done through the Broki application, see Application signing flow (BC MSA and consent).
At a glance
This article is for a client who can't finish a Broki signing package.
Check the package is Sent, that the client opened their own newest email, and that a Voided package is not one they should sign.
Resend on the mortgage file sends the same email again and extends the link's expiry. Send reminder does not extend the expiry. Send new links stops earlier links.
An expired link, a missing email, or a grey Complete & finish ✓ button is fixed from package history, without a new package, unless the email address is wrong or the package has no fields.
Signing links expire after 30 days. The client doesn't need a Broki account.
What the client sees decides the fix. No email, "This signing link has expired", or "Invalid or expired signing link" is handled with Resend or the newest email. "No signing fields are set up for this package" or a wrong email address means you void the package and send a new one. A grey Complete & finish ✓ button means required fields and the consent box are still unfinished. "This PDF could not be opened" means you print to PDF and send a new package. A Voided package is one you tell the recipient not to sign.
Before you begin
Before you fix a signing problem, get the on-screen message and open the package history.
Ask the client for the exact message on screen, or a screenshot with personal details hidden.
Open the mortgage file's E-Sign tab, select History, and expand the package. Check its status and each recipient's status (Sent, Complete, Voided).
Check the recipient's email address in the package. Each recipient has their own link.
Step-by-step instructions
These steps are the first checks for any signing problem, before you match the message below.
Check a signing problem
Check a signing problem from the package status, the recipient's own email, and the newest link.
Confirm the package status is Sent. A Draft package hasn't been emailed yet, and a Voided package shouldn't be signed.
Confirm the client is using the email addressed to them, not a co-borrower's.
Confirm they're opening the most recent email. If you used Send new links, older links no longer work.
Fix the specific problem using the matching section under Troubleshooting below.
Practical examples and other ways to use it
These examples are a lost email, a forwarded link, and a link that expired before closing.
Client lost the email. Select Resend next to their name. They get the same email again and their link keeps working.
Client forwarded the email to a spouse who is also a borrower. The spouse needs their own link. Add them as a recipient in a new package if they weren't included, or point them to the email addressed to them.
Link expired over a long closing. Select Resend next to the recipient. This extends the link's expiry.
Common mistakes and how to avoid them
These mistakes are reminding an expired link, replacing links while someone is signing, and starting a new package when a resend is enough.
Using Send reminder for an expired link. A reminder doesn't extend the expiry, so the client gets a link that still doesn't work. Use Resend or Send new links.
Sending new links while the client is signing. Send new links stops the old link from working immediately, which interrupts anyone partway through. Ask first.
Creating a new package for an email problem. If only the email is missing, Resend is enough. A new package means everyone signs again.
Troubleshooting
This troubleshooting section matches each signing-page message to a fix on the mortgage file.
My client didn't get the signing email
My client didn't get the signing email when the address is wrong, the message landed in spam, or sending failed.
Possible causes
The email address on the recipient is wrong.
The email was filtered to spam or junk.
Sending failed. Broki showed "Package sent, but … email(s) failed." when you sent the package.
Check first
The recipient's email address in the package history.
To fix
If the address is right, ask the client to search their inbox and spam folder for the package title.
Select Resend next to the recipient. You'll see "Signing link resent to" followed by their name.
If the address is wrong, void the package and send a new one with the correct address.
Confirm it worked
The client opens the email and sees the Signing lobby.
"Cannot sign" with "This signing link has expired."
The message "Cannot sign" with "This signing link has expired." means more than 30 days have passed since the link was issued.
Possible causes
More than 30 days have passed since the link was issued.
To fix
Select Resend next to the recipient. This extends the link's expiry.
Ask the client to open the new email.
"Cannot sign" with "Invalid or expired signing link."
The message "Cannot sign" with "Invalid or expired signing link." means the link was replaced or copied incompletely.
Possible causes
The link was replaced by Send new links, or by Resend on the E-Sign page's Packages section, which also issues a new link.
The link was copied incompletely.
To fix
Ask the client to use the most recent email and select Review and sign.
If they can't find it, select Resend next to the recipient.
"Package not found." or "Missing signing link."
The message "Package not found." or "Missing signing link." means the package was removed or the link is incomplete.
Possible causes
The package was removed from history, or the link is incomplete.
To fix
Check the package still exists in the history.
If it does, select Resend. If it was removed, send a new package.
"You must view the documents before signing"
The message "You must view the documents before signing" means the preview didn't load, so signing is blocked.
Possible causes
The document preview didn't load. Broki blocks signing until the client can see the documents.
To fix
Ask the client to select Retry loading documents.
If the message returns, select Resend and ask them to open the new email.
Contact support if documents still don't load. Include the loan code or borrower name, the package title, the exact message, and the approximate time.
A document shows "This PDF could not be opened: …"
A document shows "This PDF could not be opened: …" when a file in the package is damaged or protected.
Possible causes
A document in the package is damaged or protected.
To fix
Make a clean copy of the document with "Print to PDF".
Send a new package with the clean copy. See PDF troubleshooting (toHex error).
"No signing fields are set up for this package."
The message "No signing fields are set up for this package." means the package was sent without fields.
Possible causes
The package was sent without any fields placed.
To fix
Void the package.
Create a new package and place at least a Signature field for each recipient before sending.
Why is Complete & finish greyed out?
Complete & finish ✓ is greyed out when required fields are empty, the consent box is unticked, or the documents haven't loaded.
Possible causes
Required fields are still empty. The footer shows how many, for example "2 fields remaining".
The consent box at the bottom isn't ticked.
The documents haven't loaded.
To fix
Ask the client to select Next required → to jump to each empty field.
Ask them to tick "I have reviewed the documents above and agree to sign them electronically…".
Select Complete & finish ✓.
Confirm it worked
The client sees "You're all done!" and the recipient shows Complete in your package history.
Why does the client see "You're almost done"?
The client sees "You're almost done" when they select Complete & finish ✓ and a required field is still empty.
Possible causes
At least one required field is still empty. The message says how many.
To fix
Ask the client to select Go to first missing field and fill it in.
Why can't my client draw a signature?
A client can't draw a signature when touch drawing is difficult on that device.
Possible causes
Touch drawing is difficult on some small screens or older devices.
To fix
In Add your signature, ask the client to select Type and pick a style, or Upload image (PNG or JPG).
Select Apply signature.
The message ends with "Your entries are still here — press Complete & finish to try again."
The message that ends with "Your entries are still here — press Complete & finish to try again." means the connection dropped while the client was submitting.
Possible causes
The connection dropped while the client was submitting.
To fix
Ask the client to stay on the page and select Complete & finish ✓ again. Their fields are kept.
Contact support if it fails repeatedly. Include the loan code or borrower name, the package title, the exact message, and the approximate time.
Tips and best practices
These tips check fields before sending, set expectations for the email, and suggest a computer for long packages.
Before sending, check every signer in the field editor has their own fields. A recipient without fields is shown other signers' fields instead.
Tell clients the email will come from you and roughly when, so they look for it.
For long packages, suggest signing on a computer. The page shows every page of every document.
Limitations and important behavior
These limits cover link expiry, finished links, wrong-person access, voided packages, and declining.
Signing links expire after 30 days.
Each recipient's link works for that recipient only. Once they finish, the link shows the completion screen instead of the documents.
The signing page has no identity check beyond having the link. If a link went to the wrong person, select Send new links so the old one stops working, then void the package if needed.
If you void a package, tell the recipients directly not to sign it.
If a client selects I don't agree, Broki doesn't notify you.
Frequently asked questions
These answers cover signing for a client and whether they need an account or an app.
Can I sign for my client? No. Each signature must come from the recipient using their own link.
Does my client need an app or a Broki account? No. The link opens in a web browser.
Related articles
These articles cover the signing page, sending a package, a PDF that won't open, and application signing.