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Troubleshooting TurboSign for Salesforce

Find the message you see, then follow the fix.

"Field TurboDocx_API.ApiKey does not exist" (or OrgId)​

The External Credential is missing the ApiKey or OrgId parameter, or the name is spelled differently. The names are case sensitive.

Fix: In Setup, go to Named Credentials, then External Credentials, then TurboDocx API, and edit TurboDocxPrincipal. Add the missing parameter with the exact name. See Step 1 of the setup guide.

"401" or "Could not load templates from TurboDocx: 401"​

TurboDocx rejected the key or the Organization ID. The key may have been revoked, or the Organization ID may belong to a different TurboDocx organization.

Fix: Create a new API key in TurboDocx, check the Organization ID, and update both values on the principal. Then open TurboSign Setup: if the template list loads, the connection works.

"We couldn't access the credential(s)"​

The user who clicked (or the user a Flow runs as) doesn't have access to the TurboDocx credential.

Fix: Assign the TurboSign User permission set (or TurboSign Admin for admins) to that user.

"Required value {SomeToken} is empty on this record"​

A data token marked Required has no value on this record and no default.

In version 1.1.0 the message leaves out the token's name and reads Required value is empty on this record. The full message, with the token, is in the newest TurboSign Log record, which your admin can look up.

Fix: Fill in the field on the record and send again. If the value only applies sometimes, ask your admin to uncheck Required for that token in TurboSign Setup, so the spot is left blank instead.

"Signer 2 has no email on this record"​

A required signer's email field is empty.

Fix: Add the email to the record, or type it in the Signers section of the review screen before you click Send. If that signer only signs sometimes, ask your admin to uncheck Required on that signer.

"Check before sending again"​

The connection dropped after TurboDocx may already have sent the document.

Fix: Before you click Send again, click Refresh in the TurboSign Signatures panel, or ask the signer whether they got an email. If the document went out, don't send it again, so the signers don't get two copies. If you don't see the panel, ask your admin to add it.

In version 1.1.0, if Salesforce can't save the send's record after TurboDocx accepted the document (for example, because your org is over its storage limit), you may see Send failed instead, even though the signers got the email. If a send fails right after a long wait, ask the signer before you send again, and ask your admin to check your org's storage.

"You have approached the limit of Deliverables for your plan"​

Each preview creates a short-lived document that counts toward your TurboDocx plan's deliverable limit while it renders. TurboSign removes it right after. Sending also creates a document. Once the limit is reached, TurboDocx refuses both previews and sends.

Fix: Wait for your next billing period, or upgrade your TurboDocx plan. Then open the Document tab or click Send again.

A signing token shows as plain text in the signed document​

A token in the template, such as {guarantor_sig}, isn't listed in the document setup.

Fix: In TurboSign Setup, add the token. Make it a signing spot for the right signer, or a Data value with nothing in it and Required unchecked to leave the line blank. Click Check anchors against template before saving.

The signed PDF never appears on the record​

TurboDocx saves the signed files only after every signer has signed, and it can take a minute after the last signature. A declined, voided, or expired document saves nothing.

TurboDocx saves the files through the Salesforce connection to the org you sent from. The package sends its org ID with each document, and TurboDocx uses the connection whose Salesforce org matches it. Only active connections of active TurboDocx users count.

TurboDocx retries a save after a temporary Salesforce error or an expired session, and a file that was already saved isn't saved twice. The outcome of each save is recorded in TurboDocx. The signing still completes, but the files can't be saved when:

  • your TurboDocx plan doesn't include the Salesforce integration (it is on the Pro and Enterprise plans),
  • no connection matches the org you sent from, for example because TurboDocx is connected to production and you sent from a sandbox,
  • the package is older than 1.1.0, which does not send the org ID (update the package),
  • the External Client App is missing the openid scope, so TurboDocx can't tell which org the connection belongs to,
  • the connection was revoked, for example by a Salesforce admin or after a password reset, or the TurboDocx user who made it was deactivated (TurboDocx then emails your organization's admins and shows a Reconnect Salesforce message when you open Configure SalesForce on the Salesforce card in Settings, then Features and integrations),
  • the connected Salesforce user can't see or edit the record, or
  • the record was deleted.

Fix: In TurboDocx, open Settings, then Features and integrations, and connect Salesforce with a user who can edit the record, in the same org the package is installed in. To save to a sandbox, connect that sandbox. Your current connection keeps working until the new one succeeds. See Step 4 of the setup guide.

If the files arrived but the stage didn't change, check that the On Completion value is allowed for the record's record type, and that no validation rule blocks the change.

When a save fails, TurboDocx tries it again every hour for about a day. So if you reconnect Salesforce (or fix the cause) within that time, the files arrive on their own. After that, contact TurboDocx support to resend the signed files.

The Send for Signature button is missing​

The button hasn't been added to the Opportunity page your reps see. Where it goes depends on the page:

  • Pages that use Dynamic Actions: add Send for Signature to the Highlights Panel actions in the Lightning App Builder. Adding it to the page layout does nothing on these pages.
  • Pages that use page layout actions: add it to the Salesforce Mobile and Lightning Experience Actions section of every page layout your reps use.

Also check that the rep has the TurboSign User permission set.

Fix: Follow Add the Send for Signature button.

The TurboSign Signatures panel is missing​

The panel is optional, so it only appears after an admin adds it to the Opportunity page.

Fix: Ask your admin to follow Add the TurboSign Signatures panel.

Sends from a Flow don't go out​

Flow sends run in the background, so errors don't appear on screen. They're saved as TurboSign Log records.

Fix: Look at the newest TurboSign Log records (query TurboSign_Log__c, or build a report) for the error, and check that the Flow's running user has TurboSign User.

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