This guide provides troubleshooting steps for resolving common issues related to custom URL redirection after document signing or payment completion. Whether you want to direct users to a thank-you page, a scheduling link, or upsell additional services, this guide will help you ensure a smooth, branded user experience. Follow the steps and solutions to fix issues related to setting up or using redirection in your documents.
Q1: How do I enable global custom URL redirection for all my documents?
Answer:
To enable global redirection for all documents, follow these steps:
1. Navigate to the Document Settings
Go to Payments → "Documents & Contracts" section in your system.
2. Access Settings
Click the Settings button (gear icon) in the top-right corner.
3. Toggle Redirection On
Select "Document Settings" from the sidebar and toggle on the option to "Redirect to a Custom URL."
4. Enter the URL
Provide the desired URL (e.g., https://example.com). You can also choose whether the URL opens in the same tab or a new one.
5. Save Changes
Be sure to click "Save" to confirm your changes.
Tip:
Global settings won't override any custom URL added to individual documents. If you're experiencing issues with the redirection not working, check the document-specific settings for overrides.
Q2: How can I set a custom URL for individual documents?
Answer:
If you want to apply a custom URL redirection to a specific document, follow these steps:
1. Create or Edit a Document
In the "Documents & Contracts" section, either create a new document or open an existing one.
2. Access Document Settings
Click "Settings" at the top of the document, then choose "Document Settings."
3. Enable Redirection & Enter URL
Toggle on the "Enable redirection to custom URL" option and enter your desired URL.
4. Select Tab Behavior
Choose whether the URL should open in the same tab or a new tab.
5. Save Document
Click "Save" or "Send" depending on your action.
Tip:
If you want a specific redirect for one document but have global redirection enabled, remember that the document-level setting will take priority.
Q3: What should I do if the redirect isn’t working after a payment is made on a document?
Answer:
If the redirection isn’t functioning after payment, follow these steps to troubleshoot:
1. Confirm Global Settings
Check if global redirection is enabled by navigating to "Documents & Contracts" → "Settings" → "Document Settings." If not, toggle it on and provide the desired URL.
2. Check Document-Level Settings
If you've set a specific redirection URL for the document, ensure that it is correctly configured. Document-level settings will override the global redirection.
3. Test the Payment Process
Use the preview option in your system to simulate a payment and ensure the redirection works as expected after the payment is processed.
Tip:
If you're using a custom URL for a document, disable the global redirect to ensure it doesn't interfere with your specific settings.
Q4: How can I ensure that the redirection works correctly for different use cases (e.g., thank-you pages, onboarding, upsells)?
Answer:
To ensure the redirection works for your specific use cases, follow these best practices:
1. Set Up Use-Case Specific URLs
For thank-you pages, input a URL that leads to a custom confirmation page. For onboarding, direct users to a page that guides them to the next steps.
2. Enable Document-Level Redirection
If you want each document to have a unique redirection (such as for upsells), make sure to configure the redirect settings per document and test them.
3. Test Each Use Case
Preview your document and test the redirection for different scenarios, ensuring that users are directed to the appropriate page (e.g., upsell, thank you, or onboarding).
Tip:
Use clear calls-to-action on your redirection pages to maximize the effectiveness of upsells or lead users through the next steps.
Q5: What should I do if my document-specific URL is not working?
Answer:
If your document-specific URL is not working as expected, follow these troubleshooting steps:
Check for URL Typos
Ensure that the URL entered is correct and formatted properly.Disable Global Redirection
If both global and document-specific redirects are enabled, the global setting might be overriding the document-specific one. Turn off the global setting to use only the document-level redirection.Test the Document
Use the preview option to check that the redirect works as expected. If the redirection still doesn't work, try re-entering the URL or adjusting the settings.
Tip:
Test the redirection in a live environment to ensure it behaves as expected for your customers.
Q6: How do I troubleshoot if the redirect doesn’t open in a new tab as expected?
Answer:
If the redirect is not opening in a new tab, follow these steps:
Review Settings
Check that the “Open in New Tab” option is selected when you set the custom URL in the document settings.Browser Settings
Ensure the browser you are using allows pop-ups and new tabs. Some browsers may block automatic redirects.Test in Different Browsers
Test the redirect in different browsers to confirm if the issue is browser-specific.
Tip:
Browsers with strict pop-up blockers may prevent the redirection from opening in a new tab. Ensure that pop-up blockers are disabled in the browser settings.