FAQ
Frequently asked questions
Frequently Asked Questions
Find quick answers to common questions about SignNXT.
Can't find your answer? Check our Common Issues guide or contact support.
Account & Billing
How do I upgrade my plan?
Go to Settings > Billing, choose your plan (Starter or Professional), select billing cycle, and enter payment details. See Upgrading Your Plan.
How do I cancel my subscription?
Go to Settings > Billing, scroll to bottom, click "Cancel Subscription". You'll keep access until the end of your billing period.
Can I get a refund?
No refunds for partial billing periods. However, you keep access until period ends. Contact support within 24 hours of payment for exceptions.
How do I update my payment method?
Go to Settings > Billing > Payment Methods, click "Add Payment Method", enter new card details, and set as default.
What happens when my trial ends?
After 7 days, your trial expires. Upgrade to a paid plan to continue using SignNXT. Your data is preserved for 30 days.
Can I switch between monthly and annual billing?
Yes, change billing cycle when upgrading or downgrading. The change takes effect at your next billing date.
Do you offer discounts?
Yes, annual billing saves 20%. Contact sales for nonprofit or educational discounts.
What payment methods do you accept?
We accept all major credit and debit cards via Stripe. PayPal and bank transfers are not currently supported.
Documents
How do I send a document?
Upload PDF, add signers, place fields, and click "Send". See Sending Documents.
Can I edit a document after sending?
No, documents are locked after sending to prevent tampering. You must void and resend to make changes.
How do I void a document?
Open document, click three-dot menu, select "Void Document", enter reason, and confirm.
How long are documents stored?
Documents are stored indefinitely while your workspace is active. Deleted workspaces have a 30-day grace period.
Can I download completed documents?
Yes, click "Download Signed PDF" on completed documents. Original and signed PDFs are both available.
What file types are supported?
Only PDF files are supported. Convert other formats (Word, Excel) to PDF before uploading.
What's the maximum file size?
25MB per document. Compress large PDFs if needed.
Can I send to multiple signers?
Yes, add multiple signers when creating the document. They can sign in parallel or sequentially.
How do I track document status?
View document status on the Documents page. Click document for detailed tracking and signer progress.
Can I set an expiry date?
Yes, enable expiry when sending and set the date. Documents auto-void after expiry.
Signing
How do I sign a document?
Click the link in your email, review the document, fill required fields, draw/type signature, and click "Submit".
Can I decline to sign?
Yes, click "Decline to Sign" button, enter reason, and submit. The sender will be notified.
What if I make a mistake?
Contact the document sender to void and resend. You cannot edit after submitting.
Can I sign on mobile?
Yes, SignNXT works on smartphones and tablets. Use your finger to draw signatures.
Do I need an account to sign?
No, signers don't need a SignNXT account. Just click the link in the email.
Can I sign offline?
No, signing requires an internet connection to save your signature securely.
How long is the signing link valid?
Signing links are valid until the document expires or is voided. No time limit otherwise.
Can I forward the signing link?
No, each signing link is unique to one signer. Forwarding won't work for others.
What if I didn't receive the signing email?
Check spam/junk folder. If still not found, contact the sender to resend.
Can I sign the same document twice?
No, once you sign, your signature is locked. Contact sender if you need to make changes.
Templates
What are templates?
Templates are reusable document layouts with predefined roles and fields. Create once, use many times.
How do I create a template?
Go to Templates > New Template, upload PDF, define roles, place fields, and save. See Creating Templates.
Can I edit a template?
Yes, click template and select "Edit". Changes don't affect documents already created from the template.
How do I use a template?
Click "Use Template", map signers to roles, fill merge fields (if any), and create document.
Can I share templates with my team?
Templates are shared within your workspace. All members can use them based on folder permissions.
What's the PDF override feature?
Upload a different PDF while keeping the same field positions. Perfect for monthly invoices or recurring forms.
Can I delete a template?
Yes, but documents created from it remain unaffected. Only the template itself is deleted.
How many templates can I create?
Unlimited templates on Professional plan. Starter plan doesn't include templates.
Campaigns (Mail Merge)
What is a campaign?
Campaigns let you send personalized documents to 100-10,000 recipients at once using CSV data.
How many recipients can I send to?
Minimum 100, maximum 10,000 per campaign. Daily limits apply based on your plan.
How do I track campaign progress?
Go to Campaigns page to see real-time progress, success/failure counts, and individual document status.
Can I cancel a campaign?
No, campaigns cannot be canceled once started. Documents are sent immediately.
What CSV format is required?
CSV must have columns for signer name, email, and any merge fields. First row should be column headers.
Can I test a campaign first?
Yes, create a test campaign with 2-3 recipients to verify everything works correctly.
What if some emails fail?
Failed documents are logged in the campaign. You can export the list and retry with corrected data.
How long does a campaign take?
Small campaigns (100-500): 2-5 minutes. Large campaigns (5,000-10,000): 20-30 minutes.
Security
Is SignNXT secure?
Yes, we use enterprise-grade encryption, secure authentication, and comprehensive security headers. See Security Overview.
Are signatures legally binding?
Yes, SignNXT complies with ESIGN Act (US), UETA (US), and eIDAS (EU) for legally binding electronic signatures.
How do I verify a certificate?
Scan the QR code on the certificate or visit the verification URL. See Certificate Verification.
What data do you collect?
We collect name, email, signatures, IP addresses (for audit logs), and usage data. See Data Privacy.
Is SignNXT GDPR compliant?
Yes, SignNXT is fully GDPR compliant with data export, anonymization, and 30-day workspace deletion features.
Can I export my data?
Yes, contact support@signnxt.com to request a GDPR data export.
How do I delete my account?
Remove yourself from all workspaces, then contact support@signnxt.com to request account deletion.
Where is my data stored?
Data is stored in US/EU data centers with encryption at rest and in transit.
Workspaces & Teams
What is a workspace?
A workspace is your organization's account containing documents, templates, and team members.
Can I have multiple workspaces?
Yes, you can be a member of multiple workspaces and switch between them.
What are workspace roles?
Owner (full control), Admin (manage workspace), and Member (create documents). See Workspace Roles.
How do I invite team members?
Go to Settings > Team, click "Invite Member", enter email, assign role and team, and send invitation.
What are teams?
Teams are groups within your workspace for organizing members and controlling document visibility.
Can I remove a team member?
Yes, Owners and Admins can remove members from Settings > Team. Documents are transferred to Owner.
What happens if I delete my workspace?
Workspace enters 30-day grace period. You can restore it anytime within 30 days. After that, data is permanently deleted.
Folders
What are system folders?
Built-in folders like Inbox, Sent, Drafts, Completed, Declined, Voided, Expired, and Scheduled. Cannot be deleted.
Can I create custom folders?
Yes, create shared folders to organize documents. Owners and Admins can create folders.
What are folder permissions?
Control who can view or edit documents in shared folders. Set View or Edit access for members.
How do I move documents between folders?
Documents automatically move to system folders based on status. Manually move to shared folders via document menu.
Features & Limits
What's included in my plan?
See Understanding Plans for complete feature comparison.
Are there document limits?
No, all plans include unlimited documents and signatures.
How many users can I have?
Starter: Up to 5 users. Professional: Unlimited users.
Can I use templates on Starter plan?
No, templates are only available on Professional and Enterprise plans.
What about API access?
API access is Enterprise-only. Contact support@signnxt.com for details.
Technical
What browsers are supported?
Chrome, Firefox, Safari, and Edge (latest versions). Internet Explorer is not supported.
Does SignNXT work on mobile?
Yes, fully responsive on iOS and Android devices.
Can I use SignNXT offline?
No, SignNXT requires an internet connection for all features.
Do you have a mobile app?
Not currently. Use the mobile-optimized website in your browser.
What about integrations?
API integrations available for Enterprise customers. Contact sales for details.
Still Have Questions?
Check These Resources
- Common Issues - Troubleshooting guide
- Contact Support - Get help from our team
- Documentation - Complete user guide
Contact Support
Email: support@signnxt.com
Response Time:
- Standard: Within 24 hours
- Enterprise: Within 4 hours (business hours)
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