Authentication issues
Authentication issues
I’m redirected to an
I get a 401 Unauthorized errorYour session token has expired. Session tokens are short-lived for security.
I get a 403 Forbidden errorYour current role does not include the permission required for this action.Ask your organization admin to review your role and grant the relevant permission. See the organization permissions reference for a list of permission keys and what each one controls.
accounts.* domain instead of staying on the appSafeclose is configured to keep sign-in on your own domain (for example, app.yourcompany.com/sign-in). If you land on an accounts.* page instead, your workspace’s sign-in domain configuration may need to be updated.Contact your workspace admin and ask them to verify the sign-in domain settings with Safeclose support. You do not need to take any action yourself.I get a 401 Unauthorized errorYour session token has expired. Session tokens are short-lived for security.
- Sign out of Safeclose.
- Sign back in.
- Retry the action that returned the error.
I get a 403 Forbidden errorYour current role does not include the permission required for this action.Ask your organization admin to review your role and grant the relevant permission. See the organization permissions reference for a list of permission keys and what each one controls.
Signing hub issues
Signing hub issues
I can’t see the signing hub or I get a 403 when I try to open itThe signing hub requires a manager or admin identity linked to your Safeclose account. This identity is set up by your organization admin in the signing configuration — you cannot create it yourself.Contact your organization admin and ask them to link a manager or admin signing identity to your account.
My signer queue is emptyThe signer queue shows documents assigned to a signer identity linked to your account. If the queue is empty, either no signer identity is linked or no packages have been assigned to you yet.
The signing session shows “API unreachable”The signing service is temporarily unavailable. This is not caused by anything on your end.
My signer queue is emptyThe signer queue shows documents assigned to a signer identity linked to your account. If the queue is empty, either no signer identity is linked or no packages have been assigned to you yet.
- Confirm with your manager that you have been assigned packages.
- If you haven’t signed in before, ask your manager to link a signer identity to your account.
The signing session shows “API unreachable”The signing service is temporarily unavailable. This is not caused by anything on your end.
- Refresh the page and wait a moment.
- If the message persists for more than a few minutes, contact Safeclose support and include the time you first saw the error.
Document issues
Document issues
My documents list is emptyAn empty documents list means no chattel records have been created under your account yet — not that something is broken.To create your first document, click Register chattel on the Safeclose homepage and follow the prompts.
I can’t start an RCM outreach campaignRCM campaigns are only available for documents that have a loan attached with a status of BEHIND.Check the document’s loan details:
I can’t start an RCM outreach campaignRCM campaigns are only available for documents that have a loan attached with a status of BEHIND.Check the document’s loan details:
- If no loan is attached, add one from the document detail view.
- If a loan is attached, confirm its status is set to BEHIND.
Organization issues
Organization issues
I can’t access organization settingsThe organization settings tab is only visible to members whose role includes the
I can’t manage billingThe billing tab requires the
orgSettings permission.Ask an organization owner or admin to grant you the orgSettings permission on your role, or to make the change you need on your behalf.I can’t manage billingThe billing tab requires the
billing permission.Ask an organization owner to grant you the billing permission. Organization owners always have billing access, regardless of their assigned role.See Roles and permissions for more detail on how permissions are assigned.General issues
General issues
The page shows stale dataActivity, documents, and signing information update automatically as new events are recorded. If something looks out of date, refresh the page.
I see a “database unavailable” bannerThis banner appears when Safeclose cannot reach its database. The service team is alerted automatically — you do not need to report it.No action is needed from you. Wait a few minutes and refresh the page. If the banner persists for more than 15 minutes, contact Safeclose support.
Near-real-time updates depend on the service being healthy. If the app is showing a service-unavailable banner, data may lag until the service recovers.
I see a “database unavailable” bannerThis banner appears when Safeclose cannot reach its database. The service team is alerted automatically — you do not need to report it.No action is needed from you. Wait a few minutes and refresh the page. If the banner persists for more than 15 minutes, contact Safeclose support.