Solutions for contracts that won't generate or send, or that show the wrong signer or sender.
Troubleshooting contract generation errors
When you click Create Contract and Gigwell returns a generic error instead of a draft, the cause is almost always something inside the booking rather than the template itself. Two things block generation more often than anything else: an incomplete expense row in Terms, and a duplicated attachment on the Contract tab.
Check your expense rows first
Open the booking and go to the Terms tab.
Open Buyer Expenses.
Look down the list for any Promoter Profit row that has no type selected. An incomplete row like this is the most common reason a contract won't generate.
Either finish the row by choosing a type, or delete it.
Refresh the page. A stale form can reproduce the same error even after the row is fixed, so this step matters.
Go back to the Contract tab and click Create Contract (in the older interface this button is called Create Drafts).
If that doesn't work
Attachments can also block generation, usually when a file has been uploaded twice or re-uploaded over itself.
On the Contract tab, remove your attachments one at a time.
After each removal, try Create Contract again. This tells you which file is causing the problem.
Once the contract generates, re-add the files you still need. You can add attachments freely while the contract is unissued.
If the contract still won't generate after clearing your expense rows and testing your attachments, this one needs our team. Start a chat from the messenger, tell us which booking it is and what the error says, and we'll take a look.
Good to know
Refreshing the page before each retry saves a lot of guesswork. Gigwell holds the form state in your browser, so a fix you just made may not be reflected until the page reloads.
Nothing you do here affects invoicing. Invoices are generated separately from contracts, so a blocked contract does not hold up billing.
Fixing signer or date errors when sending a contract
When a contract refuses to send and the error mentions a signer or a date, the usual cause is a damaged template. Contract templates carry hidden merge variables — placeholders for the signature and the date, written in white text so they don't show on the page. If one gets deleted during an edit, the send has nothing to attach the signature or date to and fails.
Check the template for missing placeholders
Open the contract or the template it was built from.
Select all the text in the document. This reveals anything written in white — the hidden placeholders show up highlighted.
Look for the signature placeholder and the date placeholder.
If either is missing, that's your cause. If both are present and it still fails, note that and move on to the section below.
This is worth checking whenever anyone has hand-edited a contract or template, or pasted content in from a word processor — pasting can strip invisible text without any visible sign that something's gone.
If that doesn't work
Repairing a damaged template is something we do from our side. This one needs our team — start a chat from the messenger, tell us the name of the template, and we'll restore the missing placeholders.
The same applies if the placeholders are all present and the contract still won't send.
Good to know
Once a template is repaired, contracts built from it afterwards are fine. Contracts already generated from the damaged version may need regenerating.
When you edit a template, avoid deleting large blocks of text in one go — that's the most common way a hidden placeholder disappears. Select all first so you can see what's actually there.
If the contract sends but shows the wrong person as sender, that's a separate setting. See the article on the wrong sender on contract and e-sign emails.
Fixing the signer name on a contract
If you change the signer or payer name and it snaps back to the old one, it's nearly always because two contacts on the booking share the same email address. Gigwell matches contacts on email, so the two records collapse into one and the name you didn't want wins.
How to fix it
Open the booking and look at the contacts attached to it.
Check whether two contacts have the same email address. That's the cause.
Keep the account owner — the person whose email actually receives the signing invitation — as the booking contact.
Set the contract signer name override to the name that should appear on the document.
Regenerate the contract from the Contract tab with Create Contract (older interface: Create Drafts) and check the signature block.
The contract and invoices will now show the override name, while the booking keeps the other person's contact record and email address for delivery.
Why a name appears crossed out
A name shown with a strikethrough in the contacts list is exactly this override in action. It's telling you that the underlying contact is still there and still receiving the emails, but the documents are printing the override name instead. It isn't an error and nothing has been deleted.
If that doesn't work
If you've set the override and the name still reverts, message us from the messenger with the booking details and we'll clear the contact mapping behind it.
Good to know
Give each person their own email address wherever you can. Shared inbox addresses across two contacts are the root of most name and routing surprises.
Signer, Counter Signer, Buyer and Payer are independent roles, so changing one doesn't change the others — check each on the Contract tab before you send.
If the contract is already out for signature, click Retract Contract first, fix the name, then regenerate and reissue.
Fixing the wrong sender on contract emails
If a contract or e-signature email went out under a teammate's name instead of yours, nothing went wrong with your send. Sender identity on contract and e-sign email doesn't follow whoever clicked send — it comes from a single setting for your whole organisation.
Where the sender is set
Have an administrator go to Settings → eSign Settings.
Look at the sender identity configured there. That's the name and address every contract and e-signature email goes out under, regardless of who sends it.
Change it to the identity you want, and save.
You'll need administrator access to view or change this, so if the option isn't there for you, ask whoever administers your Gigwell organisation.
Good to know
Ordinary booking email behaves differently. Offers, invoices and messages sent from a booking go out under the login email of the person sending them. Only contract and e-sign email uses the organisation-wide identity.
Because it's one setting for everyone, changing it changes the sender for every user's contracts, not just yours. If different people need to appear as the sender on their own contracts, that isn't something this setting can do — pick the identity that makes the most sense for your agency as a whole, often a general contracts or bookings address.
Replies to a contract email go back to the identity configured in eSign Settings, so make sure it's an address someone actually monitors.
If the contract didn't send at all, and you saw a signer or date error rather than a wrong name, that's a different problem. See the article on a contract that fails with a signer or date error.
If you have any questions or need additional help, please reach out to support@gigwell.com or use the chat widget on your screen.