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Dropie.io

Troubleshooting Guide

Solutions to common issues. If you don't find your answer here, contact our support team.

Form Submission Issues

Form won't submit

Possible Causes

  • •Required fields not completed
  • •File upload too large
  • •Network connection issue

Solutions

  • Check all required fields are filled in (marked with *)
  • Ensure uploaded files are under the size limit (1GB per file)
  • Check your internet connection and try again
  • Try a different browser if the issue persists

File upload fails

Possible Causes

  • •File too large
  • •Unsupported file type
  • •Network timeout

Solutions

  • Verify file is under 1GB
  • Check that file type is accepted for this form
  • Try uploading on a stable internet connection
  • For large files, try compressing before upload

Form page won't load

Possible Causes

  • •Receive page expired
  • •Submission limit reached
  • •Network issue

Solutions

  • Check if the receive page has expired
  • Contact the form owner for a new link if expired
  • Clear browser cache and try again
  • Try a different browser

E-Signature Issues

Can't access signature request

Possible Causes

  • •Link expired
  • •Already signed
  • •Email verification issue

Solutions

  • Check your email for the most recent signature request link
  • Verify you haven't already signed the document
  • Request a new signature request from the sender
  • Check spam folder for verification emails

Signature not saving

Possible Causes

  • •Session expired
  • •Browser compatibility
  • •Touch device issue

Solutions

  • Refresh the page and try again
  • Make sure you're using a modern browser (Chrome, Firefox, Safari, Edge)
  • On mobile, ensure you're drawing within the signature box
  • Try using keyboard signature option instead of drawing

QES signature not working

Possible Causes

  • •Autogram not installed
  • •eID card not inserted
  • •Autogram not running

Solutions

  • Download and install Autogram desktop application
  • Insert your eID card before starting the QES process
  • Ensure Autogram is running (check system tray)
  • Verify your card reader is properly connected

Client Portal Issues

Can't access portal

Possible Causes

  • •Email verification failed
  • •Portal access revoked
  • •Session expired

Solutions

  • Request a new verification code and check spam folder
  • Contact the portal owner to verify your access
  • Try accessing again - sessions expire after inactivity
  • Clear browser cookies and try again

Verification code not received

Possible Causes

  • •Email in spam folder
  • •Wrong email address
  • •Email delivery delay

Solutions

  • Check spam/junk folder
  • Verify you're using the correct email address
  • Wait a few minutes and request a new code
  • Add Dropie to your email whitelist

Can't download documents

Possible Causes

  • •Downloads disabled by owner
  • •Download limit reached
  • •Browser popup blocker

Solutions

  • Contact the portal owner if downloads are blocked
  • Some documents may be view-only by design
  • Disable popup blocker for this site
  • Try right-clicking the download button and 'Save As'

Dataroom Issues

Can't view document

Possible Causes

  • •Insufficient permissions
  • •Document type not previewable
  • •Browser compatibility

Solutions

  • Contact dataroom admin to verify your permissions
  • Try downloading the document instead of previewing
  • Update to the latest version of your browser
  • Try a different browser if preview doesn't load

Upload fails in dataroom

Possible Causes

  • •No upload permission
  • •File size too large
  • •Storage limit reached

Solutions

  • Verify you have upload permissions
  • Compress large files before uploading
  • Contact admin if storage limit message appears
  • Try uploading smaller batches of files

Account Issues

Can't log in

Possible Causes

  • •Incorrect password
  • •Account locked
  • •MFA issue

Solutions

  • Use 'Forgot Password' to reset your password
  • Wait 15-30 minutes if account is temporarily locked
  • Ensure MFA app time is synchronized
  • Contact support if issue persists

MFA code not working

Possible Causes

  • •Time sync issue
  • •Wrong authenticator app
  • •Code expired

Solutions

  • Ensure your phone's time is automatically set
  • Verify you're using the correct authenticator entry
  • Wait for a new code (they change every 30 seconds)
  • Contact support for MFA reset if needed

Performance Issues

Slow page loading

Possible Causes

  • •Slow internet connection
  • •Large dataroom
  • •Browser extensions

Solutions

  • Check your internet connection speed
  • Try disabling browser extensions temporarily
  • Clear browser cache
  • Try a different browser or incognito mode

PDF preview slow to load

Possible Causes

  • •Large file size
  • •Complex PDF
  • •Network speed

Solutions

  • Large PDFs may take longer to render
  • Try downloading instead of previewing
  • Ensure stable internet connection
  • Wait for initial load - subsequent pages load faster

Still need help?

If you couldn't find a solution above, our support team is ready to assist.

Email Support

Send us an email at support@dropie.io

We respond within 24 hours