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Repair Windows errors before they cause bigger problemsFix Now →Fix the driver behind crashes, sound loss and screen glitchesFind Drivers →Clear out junk files and repair common Windows errorsFree Scan →If you can’t sign a mortgage document online, contact the lender or settlement agent handling your closing right away. Tell them which document and signing step failed, share the error message, and ask whether to restart the session or use an approved paper or hybrid process. Don’t keep changing identity details or use a link you can’t verify. The permitted fix depends on the document, loan, notary and recording requirements, and applicable law.
First, contact the person responsible for your closing
Use a phone number, email address, or secure message you already know belongs to your lender or settlement agent. If you are unsure who is coordinating the closing, ask the lender to identify the person in charge. The Consumer Financial Protection Bureau (CFPB) advises borrowers to contact the lender or settlement agent promptly when they find an error in closing documents; a failed signing flow is also worth raising immediately because the team needs to know what stopped and whether the scheduled closing is at risk. CFPB guidance on closing-document errors
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Give the closing team information that helps them locate the problem without sending sensitive documents through an unverified channel:
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- The name of the document, if you can see it.
- The step where signing stopped, such as opening the document, applying a signature, identity verification, or a notary session.
- The exact error text, or a clear description if no message appeared.
- Whether the session ended, timed out, or appears to remain open.
- Your scheduled closing date and whether a notary or identity check was involved.
Ask them to confirm the approved support channel, whether you should retry, and whether the current session needs to be restarted or replaced. A lender, settlement agent, notary, or the signing platform’s support team may be involved, but your closing team should tell you which one is responsible for this transaction. Avoid guessing at vendor-specific fixes: changing settings or starting another session without guidance could send you into the wrong workflow.
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Identify what kind of signing problem you have
The point where the process fails helps the closing team choose the next step. These categories are practical clues, not a diagnosis; the platform or closing professional must confirm what happened in your file.
The document will not open or the session will not start
Report whether you can reach the document at all and whether the failure happens before or after you sign in. Ask the closing team whether your invitation is current and whether they need to issue or restart the session. Don’t assume the cause is your device or internet connection: the transaction’s document settings and workflow may also matter.
The signature will not apply or save
Tell the team which document and signature step is affected, and whether the platform showed a confirmation or an error. Ask them to verify that the signature was recorded before you try again. A screen that looks complete is not enough to establish that the closing file received the signed document.
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An identity check fails
Ask which check failed and what approved retry or alternative is available. In remote online notarization, Fannie Mae’s guide distinguishes validating an identity credential from verifying that the person signing matches that credential. Those are separate checks, so an identity-related failure does not by itself tell you which check needs attention. Fannie Mae Selling Guide A2-4.1-03
Do not repeatedly change your personal information to force a pass, and do not upload identity documents through a link unless the closing team has confirmed that it is the approved channel. Tell the team what the screen said and let them direct the next attempt.
A notary session or notarization step fails
Tell the closing team whether the notary joined, whether the identity check had already passed, and where the session stopped. Ask whether the document requires notarization and whether a remote or in-person notary route is permitted for this transaction. Do not assume that a successful electronic signature alone completes a document that also requires notarization.
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Ask whether you can switch to paper or a hybrid closing
Electronic signing is not necessarily the only route. Fannie Mae’s Selling Guide says that, for sellers and servicers subject to the guide, a borrower cannot be required to use electronic records and signatures; if the borrower chooses paper, the guide requires paper documents to be provided and accepted. That is an important option to raise with your lender, but it does not establish that every lender, loan, or document follows the same rules. Ask the closing team to confirm what applies to your transaction. Fannie Mae Selling Guide A2-4.1-03
A hybrid eClosing can combine electronic signing with printed documents signed in ink. Fannie Mae describes hybrid eClosings in its eClosings and eMortgages FAQs. Whether a particular document can be wet-signed, needs notarization, or must meet special recording rules depends on the transaction. Do not assume a paper signature on one form means the entire closing can be completed on paper, or that every document can be moved into the electronic portion.
| Route to ask about | What it involves | What the closing team must confirm |
|---|---|---|
| Retry the electronic session | Restart or continue the approved signing flow. | Whether the session is valid, what step failed, and whether another attempt is appropriate. |
| Paper signing | Receive paper documents and sign them in ink. | Whether paper is available for this transaction and how documents requiring notarization or recording will be handled. |
| Hybrid eClosing | Sign some documents electronically and others on paper. | Which specific documents can use each method and whether the combined workflow meets the transaction’s requirements. |
Compare the choices by asking whether the specific document may be signed electronically or requires ink or notarization, whether the route complies with applicable state law and recording requirements, and whether it can be completed before the scheduled closing. Also consider whether you are comfortable with the identity-verification method. No option should be treated as available until the closing team confirms it for your file.
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Review the documents before signing
A technical problem is not a reason to rush through the paperwork once the signing flow works again. The CFPB recommends getting closing documents in advance and checking key details, including the loan amount, down payment, interest rate, names, and personal information. Contact the closing agent before the scheduled closing to check that the file and documents are ready. CFPB guidance on reviewing closing documents
For covered mortgage transactions, the CFPB says the Closing Disclosure is sent at least three business days before closing. Disclosure timing rules depend on the loan type, so confirm the applicable timing with your lender rather than assuming the same rule applies to every transaction. CFPB guidance on documents to receive before closing
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Read the documents you are asked to sign and compare important terms with what you understand you agreed to. If a number, name, or term looks wrong—or a provision is unclear—ask the lender or settlement agent to explain or correct it before signing. The CFPB specifically advises contacting the lender or settlement agent immediately about an error. Simple mistakes can delay closing while documents are corrected, so raise them as soon as you spot them rather than waiting for the signing session to finish.
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Keep the closing moving while the issue is resolved
- Notify the closing team promptly. Use a known contact route and describe the affected document, step, message, and closing date.
- Ask for a specific next action. Confirm who will respond, whether to retry, and whether the session should be restarted. If the issue involves an identity check or notary, ask which step failed and who is authorized to guide the next attempt.
- Ask about paper and hybrid alternatives. Have the team identify which documents could use another method and whether it can be completed in time.
- Review the documents and report errors. Raise incorrect or unclear terms before signing; do not treat the technical fix as confirmation that the paperwork is correct.
- Get the revised plan confirmed. Before acting on a new invitation or signing method, make sure the closing team has confirmed it is the approved workflow for your transaction.
If the team cannot resolve the issue before the scheduled closing, ask whether the appointment or closing date needs to change and what remains outstanding. The available deadline extension or fallback process is not universal; those details depend on the lender, settlement agent, document, and transaction. Get the answer from the people handling your closing rather than relying on a general rule.
What not to assume
- A failed e-signature does not identify the cause. It could occur at different stages, and the visible error alone may not establish what needs to change.
- Every mortgage document can be signed the same way. Electronic signatures, notarization, paper execution, and recording requirements can differ by document and jurisdiction.
- Every lender offers every alternative. Ask which specific paper or hybrid route is permitted for your loan rather than treating it as a guaranteed option.
- Passing one identity step completes the notary process. Identity credential validation and signer verification are distinct concepts in Fannie Mae’s remote online notarization requirements.
- The same legal workflow applies everywhere. This guidance covers general U.S. consumer steps and Fannie Mae requirements; it does not determine the law or workflow for every lender, investor, state, county, or closing.
Rules and lender instructions can change. Fannie Mae’s cited Selling Guide section is dated May 6, 2026, and its eClosing FAQs were updated May 14, 2026. For a live closing, the lender or settlement agent should confirm the current workflow and applicable requirements for the actual loan and documents.
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