Troubleshooting

Problem: You entered your email on the login page but the one-time password never arrived.

🔴 Most likely cause: The email was blocked by your spam filter or the address has a typo.

✅ Step-by-step fix:

1. Check your Spam / Junk folder — sometimes OTP emails land there.
2. Search your inbox for noreply@realform.com.au (our sender address).
3. If you didn't find it, go back to the login page and click Resend OTP.
4. Still nothing? Add noreply@realform.com.au to your contacts or safe-senders list, then try again.
5. As a last resort, try a different email address (personal Gmail often works when work filters catch our emails).

Problem: You entered the code, but the page says it's expired.

🔴 Most likely cause: OTPs expire after 10 minutes for security.

✅ Step-by-step fix:

1. Click Resend OTP on the login page to get a fresh code.
2. Check your email immediately — the new code arrives within seconds.
3. Enter the new code within 10 minutes.

Problem: You received an OTP but don't have an account with that email, or you used a personal email instead of your work email.

🔴 Most likely cause: Your account is tied to a different email address — probably the one your agency admin used to invite you.

✅ Step-by-step fix:

1. Check with your agency admin which email they used to set up your account.
2. Try logging in with that email.
3. If you still can't log in, ask your admin to re-invite you or update your email in the Team settings.

Problem: You entered the 6-digit code but got a "Code is invalid" message.

🔴 Most likely cause: Typo — the code is case-sensitive and must be entered exactly.

✅ Step-by-step fix:

1. Double-check the code from the email — no spaces or extra characters.
2. Paste the code directly from the email if possible.
3. Click Resend OTP to get a fresh code and try again.

Problem: You created a form, but the PDF preview shows a blank page, an error, or never finishes loading.

🔴 Most likely cause: A browser extension (ad blocker, PDF viewer) is interfering, or the internet connection is slow.

✅ Step-by-step fix:

1. Disable ad blockers and PDF-related browser extensions, then reload the page.
2. Try using an incognito/private window.
3. If you're on a slow connection, wait up to 10 seconds — large PDFs can take a moment to render.
4. Still broken? Try a different browser (Chrome or Edge recommended).
5. If the issue persists, the PDF generation may have failed — delete the form and recreate it.

Problem: After filling in a form, some fields display wrong values (e.g. wrong commission amount, wrong property address).

🔴 Most likely cause: The form was filled with old or unsaved data — you may have left a field blank or the auto-calculations haven't updated.

✅ Step-by-step fix:

1. Scroll through the entire form and check every field — sometimes a blank field resets a calculation.
2. Re-enter the key values (price, commission rate) and make sure they trigger the auto-calculation.
3. Click Save Draft and refresh the page, then open the form again.
4. If calculations still look wrong, delete and recreate the form from scratch.

Problem: When setting up signing fields on the PDF, the field placement is off — it doesn't line up with the signature line on the form.

🔴 Most likely cause: The PDF viewer is zoomed in/out, or you're dragging the field too quickly.

✅ Step-by-step fix:

1. Set your browser zoom to 100% before positioning fields.
2. Use the crosshair cursor to click exactly where the field should start, then drag to the right size.
3. Use the preview button to see exactly where the field will appear on the final signed PDF.
4. If the field is still misaligned, remove it and place it again — sometimes the browser registers a double-click as a placement error.

Problem: You filled out a form, clicked Save, but the changes didn't stick or you saw an error.

🔴 Most likely cause: A session timeout — you were idle too long and your login session expired.

✅ Step-by-step fix:

1. Refresh the page — if you're redirected to the login screen, sign in again.
2. Check your internet connection — the save requires a stable connection.
3. If the form is large, try saving in sections (save draft after each group of fields).
4. Still not saving? Copy your data, close the browser tab, and reopen the form fresh.

Problem: The vendor says the signing link doesn't work — it shows an error or a blank page.

🔴 Most likely cause: The link was clicked on a mobile browser that's not fully supported, or the link expired.

✅ Step-by-step fix:

1. Ask the vendor to try opening the link in Chrome or Safari on their phone — not an in-app browser (e.g. Facebook, Gmail).
2. If they see a blank page, ask them to copy the link and open it in a fresh browser tab.
3. Ask them to check if they have JavaScript enabled — our signing page requires it.
4. Still not working? Resend the signing link from your dashboard (Forms → Select form → Resend).

Problem: The vendor signed, but when you view the completed PDF the signature area is blank.

🔴 Most likely cause: The vendor clicked "Sign" but didn't actually draw/type their signature before submitting.

✅ Step-by-step fix:

1. Open the form in your dashboard and check the Audit Trail — it shows exactly what the vendor signed and when.
2. If the audit trail shows "Completed" but the signature is blank, ask the vendor to re-sign:
3. From your dashboard, click Resend on the form to send a new signing request.
4. Advise the vendor to draw or type their signature in the signature box before clicking "Submit".

Problem: The vendor placed their signature on a different page of the PDF than intended (e.g. a blank page instead of the signature line).

🔴 Most likely cause: The signature field was positioned incorrectly when the form was set up.

✅ Step-by-step fix:

1. Cancel the current signing: from the form dashboard, click Void Signing.
2. Re-open the form and reposition the signature field to the correct page and location.
3. Resend the signing request to the vendor.
4. Going forward, use the Preview function before sending to confirm every field is on the right page.

Problem: The vendor clicked the link but got a "Link expired" message.

🔴 Most likely cause: Signing links expire after 7 days by default.

✅ Step-by-step fix:

1. From your dashboard, open the form and click Resend to issue a fresh link.
2. The new link will be valid for another 7 days.
3. Communicate the deadline to the vendor so they sign promptly.

Problem: The vendor is using a phone and the signature drawing area is too small or unresponsive.

🔴 Most likely cause: Mobile touch drawing can be finicky on small screens.

✅ Step-by-step fix:

1. Ask the vendor to rotate their phone to landscape for a wider drawing area.
2. Alternatively, they can use the Type option to enter their name as a typed signature.
3. If they have a tablet or laptop, using that device will be much easier.

Problem: You tried to upload a PDF template, but the upload failed with an error.

🔴 Most likely cause: The PDF is too large, password-protected, or uses an unsupported PDF version.

✅ Step-by-step fix:

1. Check that your PDF is not password-protected — remove any security restrictions first.
2. Flatten any fillable form fields in the PDF before uploading (our system generates its own fields).
3. Make sure the file is under 50 MB (most PDFs are well under this).
4. Save the PDF as PDF/A or "Standard PDF" — avoid "PDF with editable forms".
5. Try again — if it still fails, email the PDF to support@realform.com.au and we'll investigate.

Problem: The template upload succeeded, but generating a form from it is very slow or fails.

🔴 Most likely cause: The PDF contains high-resolution images or many scanned pages that bloat the file size.

✅ Step-by-step fix:

1. Compress the PDF using a tool like Smallpdf or Adobe Acrobat's "Reduce File Size".
2. Aim for a file size under 20 MB for best performance.
3. If the PDF is a scan of a printed form, use a lower DPI setting (200 DPI is usually fine).
4. Re-upload the compressed PDF and try again.

Problem: When you click "New Form", the wrong template appears (e.g. a General Agency form instead of an Exclusive Agency form).

🔴 Most likely cause: You have multiple templates and accidentally selected the wrong one, or the default template is set incorrectly.

✅ Step-by-step fix:

1. Go to Templates in your dashboard and check which template is marked as Default.
2. Set the correct template as default if needed.
3. When creating a new form, use the template dropdown at the top of the form creation page to pick the right template.
4. If you still see the wrong one, refresh the page and try again — sometimes a cached version loads.

Problem: After uploading a template, it stays on "Processing" for a long time.

🔴 Most likely cause: Complex PDFs (many pages, embedded fonts, layered content) take longer to process.

✅ Step-by-step fix:

1. Wait up to 60 seconds — most templates process in under 10 seconds, but complex ones can take longer.
2. If it's still spinning after 2 minutes, refresh the page and check if the template appeared.
3. If not, delete the template, simplify it (fewer pages, flattened content), and re-upload.

Problem: You log in successfully but see a blank page or an "Unauthorised" message instead of the dashboard.

🔴 Most likely cause: Your account doesn't have permission to access the dashboard, or your session was corrupted.

✅ Step-by-step fix:

1. Log out and log back in — this refreshes your session permissions.
2. Clear your browser cache and cookies for realform.com.au, then try again.
3. Use an incognito/private window to rule out browser issues.
4. If you still see "Unauthorised", ask your agency admin to check your role in Team Settings.
5. If you are the admin, email support@realform.com.au for assistance.

Problem: You invited a staff member, but they can't see the agency's forms or create new ones.

🔴 Most likely cause: The staff member was assigned a role with limited permissions.

✅ Step-by-step fix:

1. Go to Settings → Team in your dashboard.
2. Find the staff member and check their role:
   • Admin — full access to everything.
   • Manager — can create and send forms, view all forms.
   • Staff — can create forms but only see their own.
3. Change their role if needed (click the dropdown next to their name).
4. Ask the staff member to log out and log back in for the new permissions to apply.

Problem: You know you have a Realform account but can't remember which email you used.

🔴 Most likely cause: You may have used a personal email or a different work email.

✅ Step-by-step fix:

1. Check your email inbox for any emails from noreply@realform.com.au — they'll show which address is registered.
2. Ask your agency admin — they can see all registered emails in Team Settings.
3. Try the email addresses you commonly use (work, personal, etc.) on the login page — you'll see a "We sent a code" message if it's registered.

Problem: You sent a form for signing, but the vendor says they never got the email.

🔴 Most likely cause: The vendor's email provider (especially Outlook, Hotmail, or corporate Exchange) flagged the message as spam.

✅ Step-by-step fix:

1. Ask the vendor to check their Spam / Junk folder.
2. Ask them to add noreply@realform.com.au to their address book or safe-senders list.
3. If they still don't see it, confirm the email address you entered — a single typo means it won't arrive.
4. From your dashboard, click Resend on the form to send it again.
5. If the vendor uses a corporate email (e.g. @big4.com.au), their IT may need to whitelist our domain. Forward our sender info to their IT team.

Problem: Realform emails (OTP, signing requests, form confirmations) keep landing in your spam folder.

🔴 Most likely cause: Your email provider is overzealous with spam filtering.

✅ Step-by-step fix:

1. Open the email in your Spam folder and mark it as "Not Spam" or "Move to Inbox".
2. Add noreply@realform.com.au to your contacts.
3. Create a filter/rule in your email settings that automatically moves emails from @realform.com.au to your inbox.
4. If using Gmail, drag the email from Spam into Primary inbox to train the filter.

Problem: You got a bounce-back email after sending a form for signing.

🔴 Most likely cause: The vendor's email address is invalid, their mailbox is full, or their server rejected the message.

✅ Step-by-step fix:

1. Double-check the vendor's email address for typos.
2. Ask the vendor if their mailbox is full (over quota).
3. Correct the email address and Resend from your dashboard.
4. If it bounces again, ask for an alternative email address (e.g. their personal Gmail).

Problem: The site doesn't look right or buttons don't work in your browser.

🔴 Most likely cause: You're using an older or unsupported browser.

✅ Supported browsers:

1. Google Chrome — latest 2 versions (recommended)
2. Mozilla Firefox — latest 2 versions
3. Safari — latest 2 versions (macOS/iOS)
4. Microsoft Edge — latest 2 versions
5. Internet Explorer and very old browser versions are not supported.

✅ If your browser is fine but something looks off:

1. Clear your browser cache and cookies.
2. Disable ad-blocker and privacy extensions temporarily.
3. Enable JavaScript — our app requires it.
4. Try incognito/private mode to rule out extension conflicts.

Problem: You or a vendor are trying to use Realform on a phone and something isn't working.

🔴 Most likely cause: In-app browsers (Facebook, Gmail, Messenger) often break our signing flow.

✅ Step-by-step fix:

1. Always open signing links in Safari (iOS) or Chrome (Android) — not an in-app browser.
2. Copy the link and paste it into a fresh browser tab if the in-app browser doesn't work.
3. For vendors: the signing flow works on phones, but the signature drawing area is easier to use in landscape orientation.
4. Dashboard features (creating forms, managing templates) are optimised for desktop — use a laptop or desktop computer for best results.

Problem: The page looks jumbled, text overlaps, or buttons are misaligned.

🔴 Most likely cause: Corrupted CSS cache or browser zoom is not at 100%.

✅ Step-by-step fix:

1. Reset your browser zoom to 100% (Cmd+0 on Mac, Ctrl+0 on Windows).
2. Hard refresh the page: Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows).
3. Clear browser cache and cookies for the site.
4. Try a different browser — if it works there, the issue is browser-specific.

Problem: You see a blank screen or a JavaScript error message when trying to use the site.

🔴 Most likely cause: JavaScript is disabled in your browser, or a security extension is blocking it.

✅ Step-by-step fix:

1. Check that JavaScript is enabled in your browser settings.
2. Disable NoScript, ScriptSafe, or similar extensions for realform.com.au.
3. Disable ad blockers temporarily for our domain.
4. If you're on a corporate network, your IT may have a policy blocking JavaScript — contact them to whitelist our site.

Problem: You enter your email on the login page, but after entering the OTP you're redirected back to the login page instead of the dashboard.

🔴 Most likely cause: Third-party cookies are blocked in your browser, preventing the session from being saved.

✅ Step-by-step fix:

1. Allow cookies for realform.com.au in your browser settings.
2. If you use strict cookie blocking, add an exception for our domain.
3. In Safari: disable "Prevent cross-site tracking" for our site or use Chrome instead.
4. In Chrome: set "Block third-party cookies" to off, or add realform.com.au to "Sites that can always use cookies".