{"schemaVersion":1,"kind":"article","path":"/help/en-us/articles/troubleshoot-a-failed-verification/","htmlLang":"en-US","localeRoute":"en-us","slug":"troubleshoot-a-failed-verification","title":"Troubleshoot a failed verification | Sign For Free Help Center","description":"Diagnose wrong, changed, corrupted, or incomplete inputs when the Sign For Free verifier cannot confirm a completed document.","chrome":{"brandLabel":"Sign For Free","helpCenterLabel":"Help Center","skipLabel":"Skip to main content","publicNavigationLabel":"Sign For Free navigation","publicNavigation":[{"href":"/#features","label":"Features"},{"href":"/#pricing","label":"Pricing"},{"href":"/verify","label":"Verify"},{"href":"/blog","label":"Blog"},{"href":"/help/en-us/","label":"Help Center"}],"loginAction":{"href":"/envelopes","label":"Log in"},"createAction":{"href":"/envelopes/new","label":"Get started"},"languageLabel":"Help language","themeLabel":"Theme","themeModes":{"system":"System theme","light":"Light theme","dark":"Dark theme"},"localeOptions":[{"route":"en-us","htmlLang":"en-US","label":"English","href":"/help/en-us/articles/troubleshoot-a-failed-verification/"},{"route":"ko-kr","htmlLang":"ko-KR","label":"한국어","href":"/help/ko-kr/articles/troubleshoot-a-failed-verification/"},{"route":"ja-jp","htmlLang":"ja-JP","label":"日本語","href":"/help/ja-jp/articles/troubleshoot-a-failed-verification/"},{"route":"ru-ru","htmlLang":"ru-RU","label":"Русский","href":"/help/ru-ru/articles/troubleshoot-a-failed-verification/"},{"route":"de-de","htmlLang":"de-DE","label":"Deutsch","href":"/help/de-de/articles/troubleshoot-a-failed-verification/"},{"route":"fr-fr","htmlLang":"fr-FR","label":"Français","href":"/help/fr-fr/articles/troubleshoot-a-failed-verification/"},{"route":"zh-tw","htmlLang":"zh-TW","label":"繁體中文","href":"/help/zh-tw/articles/troubleshoot-a-failed-verification/"},{"route":"zh-cn","htmlLang":"zh-CN","label":"简体中文","href":"/help/zh-cn/articles/troubleshoot-a-failed-verification/"},{"route":"es-es","htmlLang":"es-ES","label":"Español","href":"/help/es-es/articles/troubleshoot-a-failed-verification/"}],"footerGroups":[{"title":"Product","links":[{"href":"/verify","label":"Verify"},{"href":"/#pricing","label":"Pricing"},{"href":"/licenses","label":"Open-source licenses"}]},{"title":"Resources","links":[{"href":"/blog","label":"Blog"},{"href":"/help/en-us/","label":"Help Center"}]},{"title":"Compare","links":[{"href":"/blog/free-docusign-alternative","label":"Sign For Free vs DocuSign"}]},{"title":"Legal","links":[{"href":"/legality","label":"E-signature legality"},{"href":"/legal-docs/terms","label":"Terms of Service"},{"href":"/legal-docs/privacy","label":"Privacy Policy"},{"href":"/legal-docs/cookie-policy","label":"Cookie Policy"},{"href":"/cookie-settings","label":"Privacy choices"},{"href":"/legal-docs/account-deletion","label":"Delete your account"}]}],"footerTagline":"Sign simply. Keep the proof.","verifyLabel":"Verify"},"breadcrumbsLabel":"Breadcrumb","breadcrumbs":[{"href":"/help/en-us/","label":"Help Center"},{"label":"Troubleshoot a failed verification"}],"eyebrow":"Verification troubleshooting","headline":"Troubleshoot a failed verification","summary":[{"kind":"text","value":"Identify the first failed or incomplete check, replace incorrect inputs, and rerun the verifier with the original completion files."}],"role":"sender recipient signer reviewer","plan":"free basic","platform":"web","categoryId":"troubleshooting","metadata":[{"kind":"element","tag":"dl","attributes":{},"children":[{"kind":"element","tag":"div","attributes":{},"children":[{"kind":"element","tag":"dt","attributes":{},"children":[{"kind":"text","value":"Role"}]},{"kind":"element","tag":"dd","attributes":{},"children":[{"kind":"text","value":"Sender, Recipient, Signer, or document reviewer"}]}]},{"kind":"element","tag":"div","attributes":{},"children":[{"kind":"element","tag":"dt","attributes":{},"children":[{"kind":"text","value":"Plan"}]},{"kind":"element","tag":"dd","attributes":{},"children":[{"kind":"text","value":"Free and Basic"}]}]},{"kind":"element","tag":"div","attributes":{},"children":[{"kind":"element","tag":"dt","attributes":{},"children":[{"kind":"text","value":"Platform"}]},{"kind":"element","tag":"dd","attributes":{},"children":[{"kind":"text","value":"Modern web browser"}]}]}]}],"sections":[{"sectionId":"before-you-start","title":"Before you start","content":[{"kind":"element","tag":"ul","attributes":{},"children":[{"kind":"element","tag":"li","attributes":{},"children":[{"kind":"text","value":"Use the completed PDF and "},{"kind":"element","tag":"code","attributes":{},"children":[{"kind":"text","value":"audit_trail.pdf"}]},{"kind":"text","value":" from the same completion email."}]},{"kind":"element","tag":"li","attributes":{},"children":[{"kind":"text","value":"Keep the original attachments unchanged. Do not edit, optimize, print to PDF, or re-export them."}]},{"kind":"element","tag":"li","attributes":{},"children":[{"kind":"text","value":"Save the current result JSON if another reviewer will need the exact failure details."}]}]}]},{"sectionId":"steps","title":"Diagnose the result","content":[{"kind":"element","tag":"ol","attributes":{},"children":[{"kind":"element","tag":"li","attributes":{},"children":[{"kind":"element","tag":"h3","attributes":{},"children":[{"kind":"text","value":"Confirm the file order"}]},{"kind":"element","tag":"p","attributes":{},"children":[{"kind":"text","value":"Place the signed PDF under "},{"kind":"element","tag":"strong","attributes":{},"children":[{"kind":"text","value":"Completed document (PDF)"}]},{"kind":"text","value":" and "},{"kind":"element","tag":"code","attributes":{},"children":[{"kind":"text","value":"audit_trail.pdf"}]},{"kind":"text","value":" under "},{"kind":"element","tag":"strong","attributes":{},"children":[{"kind":"text","value":"Audit Trail (PDF)"}]},{"kind":"text","value":". Add the unsigned source only under "},{"kind":"element","tag":"strong","attributes":{},"children":[{"kind":"text","value":"Original document (optional)"}]},{"kind":"text","value":"."}]}]},{"kind":"element","tag":"li","attributes":{},"children":[{"kind":"element","tag":"h3","attributes":{},"children":[{"kind":"text","value":"Rerun with original attachments"}]},{"kind":"element","tag":"p","attributes":{},"children":[{"kind":"text","value":"Download fresh copies from the same completion email, select "},{"kind":"element","tag":"strong","attributes":{},"children":[{"kind":"text","value":"Verify"}]},{"kind":"text","value":", and avoid files that were opened and resaved by another application."}]}]},{"kind":"element","tag":"li","attributes":{},"children":[{"kind":"element","tag":"h3","attributes":{},"children":[{"kind":"text","value":"Read the first failed or skipped check"}]},{"kind":"element","tag":"p","attributes":{},"children":[{"kind":"text","value":"Use the individual check cards to identify whether the problem involves the PDF hash, embedded audit evidence, page or field consistency, the optional original document, the cryptographic signature, or the public key."}]}]},{"kind":"element","tag":"li","attributes":{},"children":[{"kind":"element","tag":"h3","attributes":{},"children":[{"kind":"text","value":"Correct the matching input problem"}]},{"kind":"element","tag":"p","attributes":{},"children":[{"kind":"text","value":"Replace a wrong or modified file with the original attachment. If only the optional source-document check fails, select the exact unsigned PDF that the Sender originally uploaded."}]}]},{"kind":"element","tag":"li","attributes":{},"children":[{"kind":"element","tag":"h3","attributes":{},"children":[{"kind":"text","value":"Resolve a missing public key carefully"}]},{"kind":"element","tag":"p","attributes":{},"children":[{"kind":"text","value":"If the verifier shows "},{"kind":"element","tag":"strong","attributes":{},"children":[{"kind":"text","value":"Public key required"}]},{"kind":"text","value":", obtain the Base64 raw 32-byte Ed25519 public key from a trusted published source. Confirm that its fingerprint matches the displayed fingerprint, paste it, and select "},{"kind":"element","tag":"strong","attributes":{},"children":[{"kind":"text","value":"Use this key"}]},{"kind":"text","value":"."}]}]},{"kind":"element","tag":"li","attributes":{},"children":[{"kind":"element","tag":"h3","attributes":{},"children":[{"kind":"text","value":"Run the full check again"}]},{"kind":"element","tag":"p","attributes":{},"children":[{"kind":"text","value":"Select "},{"kind":"element","tag":"strong","attributes":{},"children":[{"kind":"text","value":"Verify"}]},{"kind":"text","value":" and review the overall result plus every individual check. Do not rely on the files while a required check remains failed or incomplete."}]}]}]}]},{"sectionId":"what-happens-next","title":"What happens next","content":[{"kind":"element","tag":"p","attributes":{},"children":[{"kind":"text","value":"If the original pair passes, preserve those unchanged files together. If a required check still fails, keep the files and result JSON, ask the Sender for a fresh completion email, and treat the document as unverified until the issue is resolved."}]}]},{"sectionId":"warnings-and-limitations","title":"Warnings and limitations","content":[{"kind":"element","tag":"ul","attributes":{},"children":[{"kind":"element","tag":"li","attributes":{},"children":[{"kind":"text","value":"A failed result does not by itself prove fraud. Wrong pairs, modified files, damaged downloads, missing public keys, and unsupported browsers can also prevent verification."}]},{"kind":"element","tag":"li","attributes":{},"children":[{"kind":"text","value":"Do not remove a failing optional original document merely to hide that mismatch. Either use the correct source file or clearly record that the source-document check was not performed."}]},{"kind":"element","tag":"li","attributes":{},"children":[{"kind":"text","value":"Use a manual public key only when it comes from a source you trust and its fingerprint matches the verifier's required fingerprint."}]},{"kind":"element","tag":"li","attributes":{},"children":[{"kind":"text","value":"The verifier checks audit evidence without contacting the Sign For Free backend, but public-key lookup may contact a whitelisted external source."}]}]}]},{"sectionId":"troubleshooting","title":"Troubleshooting","content":[{"kind":"element","tag":"dl","attributes":{},"children":[{"kind":"element","tag":"div","attributes":{},"children":[{"kind":"element","tag":"dt","attributes":{},"children":[{"kind":"text","value":"No embedded audit payload was found"}]},{"kind":"element","tag":"dd","attributes":{},"children":[{"kind":"text","value":"The Audit Trail field may contain the wrong PDF. Select the original "},{"kind":"element","tag":"code","attributes":{},"children":[{"kind":"text","value":"audit_trail.pdf"}]},{"kind":"text","value":" attachment."}]}]},{"kind":"element","tag":"div","attributes":{},"children":[{"kind":"element","tag":"dt","attributes":{},"children":[{"kind":"text","value":"The audit payload is invalid"}]},{"kind":"element","tag":"dd","attributes":{},"children":[{"kind":"text","value":"The audit certificate may be corrupted or may not be a Sign For Free audit file. Ask the Sender for a fresh completion email."}]}]},{"kind":"element","tag":"div","attributes":{},"children":[{"kind":"element","tag":"dt","attributes":{},"children":[{"kind":"text","value":"A PDF SHA-256 or audit-evidence hash fails"}]},{"kind":"element","tag":"dd","attributes":{},"children":[{"kind":"text","value":"The files may not belong together or one file's bytes may have changed. Use both original attachments from the same message."}]}]},{"kind":"element","tag":"div","attributes":{},"children":[{"kind":"element","tag":"dt","attributes":{},"children":[{"kind":"text","value":"Page count or field consistency fails"}]},{"kind":"element","tag":"dd","attributes":{},"children":[{"kind":"text","value":"The completed PDF may have been altered or paired with the wrong certificate. Replace it with the original completed attachment."}]}]},{"kind":"element","tag":"div","attributes":{},"children":[{"kind":"element","tag":"dt","attributes":{},"children":[{"kind":"text","value":"The browser cannot run verification"}]},{"kind":"element","tag":"dd","attributes":{},"children":[{"kind":"text","value":"Update the browser or try another current modern browser, then repeat the check with the same original files."}]}]}]}]},{"sectionId":"related-articles","title":"Related articles","content":[{"kind":"element","tag":"ul","attributes":{},"children":[{"kind":"element","tag":"li","attributes":{},"children":[{"kind":"element","tag":"a","attributes":{"href":"/help/en-us/articles/verify-a-completed-document/"},"children":[{"kind":"text","value":"Verify a completed document"}]}]},{"kind":"element","tag":"li","attributes":{},"children":[{"kind":"element","tag":"a","attributes":{"href":"/help/en-us/articles/save-your-completed-pdf-and-audit-certificate/"},"children":[{"kind":"text","value":"Save your completed PDF and audit certificate"}]}]},{"kind":"element","tag":"li","attributes":{},"children":[{"kind":"element","tag":"a","attributes":{"href":"/help/en-us/articles/understand-envelopes-senders-recipients-signers-and-audit-trails/"},"children":[{"kind":"text","value":"Understand Envelopes, Senders, Recipients, Signers, and audit trails"}]}]}]}]},{"sectionId":"support","title":"Still need help?","content":[{"kind":"element","tag":"p","attributes":{},"children":[{"kind":"text","value":"Preserve the two original attachments, the exported result JSON, the browser version, and the exact failed check, then ask the Sender for fresh completion files."}]}]}],"footerMeta":[{"kind":"element","tag":"p","attributes":{},"children":[{"kind":"element","tag":"strong","attributes":{},"children":[{"kind":"text","value":"Last reviewed:"}]},{"kind":"text","value":" July 22, 2026"}]},{"kind":"element","tag":"p","attributes":{},"children":[{"kind":"element","tag":"strong","attributes":{},"children":[{"kind":"text","value":"Product version:"}]},{"kind":"text","value":" Web verifier, July 2026"}]}]}