Overview

If a form in the Side App won't let you fill in a field, tags the wrong signer, won't open, or shows an error you don't understand, you can report an issue directly on that document. The report goes to Side's support team along with the document and transaction it came from.

Reports that include specific detail get resolved much faster. This article covers when to use the report, what to put in it, and what to try in the meantime so a deadline doesn't wait on the fix.

When to Report vs. When to Troubleshoot

What to Include in Your Report

The more specific the report, the less back-and-forth it takes:

1. Say exactly what you were trying to do (for example, "enter the sales price in the first paragraph of section 2").
2. Name the field, paragraph, or page where it happens.
3. Describe what happened instead — an error message, a locked field, a wrong name, or a field that wouldn't save.
4. Say whether the problem is urgent and why (for example, a signing or contingency deadline).
5. Mention anything you already tried, such as refreshing or re-creating the document.

What to Do While You Wait

Fixes to a form can take time, especially if the issue is in the form template itself. If you have a deadline:

1. Check whether the form lets you edit the field in the document editor, or add and move tags yourself (see the Active Documents guides).
2. If a signature is tagged to the wrong party, correct the signer assignment before sending where possible.
3. If you can't get past the problem, ask Side Support whether there is a workaround for that specific form — and say when you need it by.

What Happens After You Report

Side Support reviews the report, checks the document and transaction it came from, and either resolves it, offers a workaround, or passes it to the team that maintains the form. If more information is needed, you'll be contacted at the email on your account.

Common Questions