File Formats & Limitations
What file formats are supported?
Only the .docx format (Microsoft Word Open XML) is supported. Files with .doc (legacy Word format) or .pdf extensions are not supported.
What is the maximum file size?
The maximum file size is 10 MB. If your file is too large, try:
Compressing images (Word → File → Properties → Compress Pictures).
Removing unused font files.
Deleting unnecessary content (hidden pages, comments).
Can I use a PDF as a template?
No. Templates must be in .docx format because the system needs to read and replace variables within the document text.
Variable Detection
Why did the system not detect any variables?
Possible reasons:
Wrong format — variables must be written with double curly braces:
#{{variable}}.Word text-run fragmentation — sometimes Word splits text into separate fragments (text runs), so
#{{andvariable}}end up in different fragments. Solution: delete the entire variable text and retype it in one go.File not saved correctly — make sure the file is saved as .docx.
Why are some variables missing?
If not all variables were detected, check that the problematic variables are written in the #{{...}} format. The most common cause is Word text-run fragmentation. We recommend: delete the entire placeholder and retype it without interruptions.
Variables disappeared after uploading a new version?
If a variable key no longer exists in the new document, it will be marked as unused. Check that all required variables are present in the new version.
Template Statuses
I can't find the template in the generation list?
Only Active templates are shown in the generation list. Check the template status:
If Draft — activate the template.
If Archived — first unarchive it (it will return to Draft), then activate it.
Why did the template return to Draft after uploading a new version?
This is the expected behavior. After uploading a new version, the template is automatically returned to Draft status so you can review the changes and variable configuration before activating it again.
Document Generation
A required field remains blank?
Check the following:
Whether an employee is selected (if the variable uses employee data).
Whether the required fields are filled in the employee's profile.
Whether the correct auto-fill source is assigned to the variable.
The PDF shows #{{variableName}} instead of a value?
The variable key in the template does not match the configured variable. Remember that case matters — #{{EmployeeName}} and #{{employeeName}} are different variables.
Unresolved tokens visible in the document name?
If you see {employeeName} in the name instead of the actual name — most likely no employee was selected. Go back and select an employee or enter the name manually.
E-Signing
Signers are not receiving invitations?
Check:
Whether the email addresses are entered correctly.
Whether the emails ended up in the spam folder.
Click Sync on the document detail page.
If the problem persists — cancel the session and create a new one.
Status still shows "Pending" even though the signer has already signed?
Click the Sync button to immediately refresh the status. Automatic synchronization runs every 30 seconds.
Can I change a signer?
No. Once a signing session has started, the signer list cannot be modified. Cancel the current session and create a new one with the correct signers.
The session has expired — what should I do?
An expired session cannot be reactivated. Create a new signing session for the same document.
Can I download the document before all signers have signed?
Yes — you can download the unsigned PDF at any time. However, the signed PDF (with cryptographic signatures) will only be available once all signers' status is Signed.
Permissions
I can't see the Documents module?
You need the documents:templates:read permission. Contact your administrator.
I can see the module but can't create or edit templates?
The view permission only allows reading. To create or edit, you need the corresponding create/edit permissions.
I can generate documents but can't send them for signing?
Signing requires a separate documents:signing permission. Contact your administrator.
I can't delete a template or document?
Deletion requires the documents:templates:delete permission. Additionally, you cannot delete a template that has generated documents.
Still Need Help?
If you haven't found the answer to your question:
Contact your organization's administrator.
Write to us via the help chat in the bottom-right corner.