Troubleshooting & FAQ
🔧 Quick Troubleshooting (most common)
| Problem | Likely cause | Fix |
|---|---|---|
| Status didn't update to "Signed" / signed PDF didn't save | Board access not authorized | Open the app in an item → click Authorize board access. Without it, the app can't write the status or upload the PDF. |
| "Connect Adobe Sign" keeps appearing | Adobe login wasn't fully completed | Click it again and finish the Adobe login, including the Allow step. |
| Signer email is blank in the Recipients step | No email source on the item | Add an Email column, or a linked Contact that has an email, then reopen the send flow. |
| Status updates stopped working after a while | Authorization expired/revoked | Click Re-authorize board access in the footer. |
| "Plan limit reached" message | You hit your document limit | Upgrade your plan (Free includes 50 documents). |
| Template not in the list | Template not active in Adobe Sign | Make sure the template exists and is active in your Adobe Sign account. |
| App panel doesn't appear on the item | Page needs a refresh | Close and reopen the item, or refresh the page. |
âť“ Frequently Asked Questions
Getting started
Do I need an Adobe Sign account?
Yes. Ultimate eSign sends documents through your Adobe Sign (Adobe Acrobat Sign) account, which you connect once.
What is "Authorize board access" and why do I need it?
It's a one-time monday permission that lets the app update your Status column and save the signed PDF back to your item automatically. Without it, sending still works, but your board won't update on its own.
Do I need any coding or technical setup?
No. If you can fill in a monday item, you can use the app.
Sending documents
What can I send?
Any Adobe Sign template, or a file already attached to your item.
How does field mapping work?
Each field in your document becomes a dropdown — you pick the matching board column (e.g. Signer Name → Contact). The app pre-selects the likely matches; you can change any of them.
What is a "required field"?
A field that must be mapped or filled before sending. The Send button stays disabled until all required fields are set.
Can I send to more than one signer?
Yes. Add each recipient in the Recipients step — every signer receives their own signing email.
Status & signed documents
How long does the status take to update?
Usually within a few seconds of signing. Occasionally it can take a little longer to sync — no action is needed; it updates on its own.
Where does the signed document go?
The completed PDF is uploaded automatically to the Files column you selected in Board Setup, and the Agreement ID is stored for tracking.
What happens if a signer declines or the document expires?
Your status column updates automatically to reflect Declined or Expired — no manual checking needed.
Where can I see everything I've sent from an item?
The Sent Agreements list (inside the item) shows every document sent from that item, its current status, and a button to send a reminder.
Recipients & columns
Can I use Mirror or Connected (Contacts) columns?
Yes. They appear as [MIRROR] and [LINKED] in the field list. The app can even pull the signer's email from a linked Contact.
It pulled the wrong email — what do I do?
Edit the email directly in the Recipients step before sending, or map a different column.
Plans & limits
What are the plan limits?
Free includes 50 documents, Pro 100, and Unlimited has no cap. A 14-day Pro trial is available.
How is usage counted?
1 document = 1 count, no matter how many signers. Your usage shows as a pill at the top of the app (e.g. "Free · 12/50 docs").
Access & roles
I see a "viewer" message and can't use the app.
Viewers don't have access to the monday API, so the app can't run for them. Ask an admin or member to send, or request higher access.
Does it work on large boards?
Yes. Performance is the same on small boards and boards with 1,000+ items.
Security & privacy
Is my data secure?
Yes. Tokens and personal data are AES-256 encrypted, everything runs over HTTPS, and the connection uses secure OAuth — we never see your password.
What happens to my data if I uninstall?
All your data is permanently deleted within 10 days of uninstalling, in line with GDPR.
đź’¬ Still need help?
If your issue isn't covered here, contact us at support@inceptionsoftware.org — please include your workspace name, a short description, and (if relevant) the Agreement ID. We typically reply within 24 business hours (Mon–Fri).