Tenancy agreements: troubleshooting

Fixes for common contract problems and error messages. For how contracts work, see Tenancy agreements; for step-by-step instructions, see Tenancy agreements: how-to.

“Couldn’t convert document to PDF” when sending, previewing or confirming

Why it happens: COHO turns Word (.docx) contracts into PDFs when you preview, send and confirm them. This fails if:

1. the file was saved by an editor other than Microsoft Word (for example LibreOffice, Google Docs or Pages) and contains formatting COHO can’t read;
2. the file is damaged, empty or not really a .docx file;
3. COHO’s PDF service is briefly unavailable.

How to fix it:

1. Open the file in Microsoft Word, use Save As > Word Document (.docx), and upload it again (or update the template).
2. Click Preview in Merge fields review to check it converts before you send.
3. If the same file worked before and still fails after a hard refresh of your browser, contact COHO support with the tenant’s name and the file.

“The document contains formatting that is not supported…”

Why it happens: the Word file was saved in a format COHO’s mail merge can’t open, usually by LibreOffice or another editor.

How to fix it: re-save it from Microsoft Word as a .docx file and upload it again.

The merge fields aren’t filled in

Why it happens:

1. The file isn’t a Word (.docx) file. PDFs, .doc and .pages files are sent exactly as uploaded.
2. A field is typed wrongly: it has a space, a double colon or lower-case letters. Merge fields review lists these as invalid fields.
3. COHO has no data for that field, for example a rent schedule that hasn’t been generated, or an owner detail that isn’t filled in. These show as “fields have missing values”.
4. The field is for a second tenant or guarantor who doesn’t exist on this contract; it’s left blank.

How to fix it:

1. Use a .docx file, checking fields against side menu > Help & Support > AST Merge Fields.
2. Correct invalid fields in your template (all capitals, single colons, no spaces), upload it again and click Refresh fields.
3. For missing values, add the data in COHO (for example generate the rent schedule, or edit the tenancy or property owner) and click Refresh fields, or click Fill-out to type a value for this contract only.

Tip

In onboarding, generate the rent schedule before you create the contract, so rent and first-rent fields have values.

The manager signature field shows the wrong person

Why it happens: signature fields are filled when the contract is confirmed, with the details of the person who countersigns.

How to fix it: ask the right person to confirm and countersign it. For a managed property, the person confirming can tick Sign on behalf of another person and enter the landlord’s name.

“The file … does not have a unique name, or was uploaded twice.”

Why it happens: two files in the contract have the same name, or one file was added twice.

How to fix it: remove the duplicate, or rename one of the files and upload it again.

I can’t choose COHO eSignature for my file

Why it happens: COHO eSignature only accepts .docx and .pdf files.

How to fix it: save the contract as .docx (to fill in merge fields) or .pdf, then upload it.

The tenant can’t find the contract to sign

Why it happens:

1. The contract hasn’t been sent yet. In onboarding, it can’t be created until the rent schedule is generated (if rent is tracked in COHO), and earlier steps must be finished.
2. The tenant is logged in with a different COHO account from the email the contract was sent to.
3. The contract was cancelled or replaced, or the onboarding was cancelled.
4. The property’s Contract service is turned off.

How to fix it:

1. Check the room’s Contract panel shows a Proposed Contract. If not, create and send one.
2. Ask the tenant to log out, then open the link in their email and log in (or register) with the email the contract was sent to. Correct their email on the tenancy if needed, then click Chase pending signers.
3. If the Contract service is off, turn it on from the property’s Inactive services (see Turn a service on).

The tenant or guarantor didn’t get the signing message

Why it happens: the email or mobile number is wrong, the message went to spam, or they’ve lost it. COHO sends the request once and doesn’t chase automatically.

How to fix it:

1. Check their email and mobile number on the tenancy (or the guarantor’s details).
2. Click Chase pending signers for tenants, or See details > Resend link for a guarantor.
3. Ask them to check spam for a message from COHO with your organisation’s name.

The verification code doesn’t arrive

Why it happens: codes are sent by email or SMS. They can be delayed, land in spam, or fail for some overseas numbers. A new code can only be requested after 60 seconds.

How to fix it:

1. Wait a minute, check spam, then request a new code.
2. Try the other method (email instead of SMS) if offered.
3. For a guarantor who can’t receive UK SMS, replace the contract and set their Mobile number verification to Not required. Or collect their signature outside COHO and use Guarantor signed another way?

Signing says the password is wrong

Why it happens: signing asks for the password of the person’s COHO account (the one they log in with), not a code.

How to fix it: ask them to log out and back in to check the password, or reset it with Forgotten password on the login page, then sign again.

Signing hangs, times out or shows an error, but it may have worked

Why it happens: signing and confirming can take a while, especially for large contracts, and the page can time out before it shows the result.

How to fix it: refresh the page and check the contract. If it shows as signed (or confirmed), there’s nothing more to do. Don’t sign repeatedly. If it still isn’t signed, try once more, then contact COHO support with the tenant’s name.

I can’t see View & Confirm, or there’s no option to countersign

Why it happens:

1. Not everyone has signed. The contract says who it’s waiting for, for example “You are waiting for the guarantor to sign the guarantor agreement”.
2. Someone verified with a different email or mobile number, and you need to Accept or Reject it first.
3. Your role doesn’t have edit permission for Tenancy Agreements.

How to fix it:

1. Click See details to see who hasn’t signed, and chase them. If you don’t need a guarantor’s signature, use Remove guarantor from signing.
2. Make the identity decision on the Confirm Agreement form (see Review a signature’s identity).
3. Ask an admin for edit permission for Tenancy Agreements.

“Some signature email identities need verification by manager” (or mobile number)

Why it happens: a tenant or guarantor verified their identity with a different email or mobile number from the one the contract was sent to.

How to fix it: on the Confirm Agreement form, choose Accept or Reject for that person, then confirm.

“Your profile is missing name details required for signing”

Why it happens: your COHO profile doesn’t have a first name and surname, which go on the signature.

How to fix it: add your first name and surname to your profile, then confirm again.

The guarantor can’t sign, or signed on paper

Why it happens: the guarantor can’t receive the verification code, the agreement must be witnessed (a deed, which COHO eSignature can’t do), or they’ve already signed outside COHO.

How to fix it:

1. For a separate guarantor agreement signed on paper, click Guarantor signed another way? and upload it.
2. If you don’t need their signature in COHO, click Remove guarantor from signing.
3. To change how they sign, use Replace contract and choose a different option. For a deed, choose Already signed for the guarantor agreement and upload it once witnessed.

“A guarantor has already signed”

Why it happens: you tried Remove guarantor from signing on a contract where at least one guarantor has signed.

How to fix it: wait for the other guarantors, use Guarantor signed another way? for a separate agreement signed on paper, or use Replace contract.

“This agreement is no longer available to sign. Please ask the property manager for a new invitation link.”

Why it happens: the guarantor opened an old link. The contract has been replaced, cancelled or confirmed, or their signature was reset.

How to fix it: if they still need to sign, click See details > Resend link on the current proposed contract.

“Professional guarantor is not yet in place for every tenant…”

Why it happens: a tenancy uses a professional guarantor whose cover isn’t complete yet.

How to fix it: wait for the professional guarantor step in onboarding to finish, or change the tenancy to a personal guarantor. See the Onboarding guide.

A group member is missing from the grouped contract

Why it happens: a grouped contract includes the group’s tenancies in the property with the same status as the tenancy you started from. A prospective tenant won’t appear alongside active tenants, and a tenancy that isn’t marked as part of the group won’t appear at all.

How to fix it:

1. Check each tenancy is part of the group (on the tenancy, Edit).
2. Check they all have the same status. If a tenant is leaving, end their tenancy first.
3. Fix the reasons shown under Group members, for example “No rent schedule” or “Referencing step still in progress”.

“The selected tenancies have different…” (payment frequencies, deposit schemes, VAT, bills)

Why it happens: every tenancy on a grouped contract must have the same rent frequency, deposit scheme, VAT rate and bills setting.

How to fix it: edit the tenancies so they match, then go back to Tenancy Overview.

“Total rent is set as…, but sum is…”

Why it happens: on a grouped contract, the total rent (or deposit) doesn’t add up to the tenancies’ amounts.

How to fix it: correct the individual tenancies under Group members, or the total in Tenancy Overview, so they match.

The tenant was asked to acknowledge an old certificate, or a certificate is missing

Why it happens: COHO adds the property’s current shared certificates when the contract is created. A certificate that’s expired, missing, or set as Not visible to tenants isn’t included, and the form warns “Items are missing or expired:”.

How to fix it: add or renew the certificate in the property’s Compliance panel and share it with tenants, then Replace contract so the new one is included. See Compliance documents and contracts.

The rent schedule didn’t change after a new contract

Why it happens: creating or confirming a contract doesn’t create or change rent records. The only exception is a contract that moves a tenancy’s move-in date with Update rent schedule to match the new move-in date left ticked. If it was unticked, or you don’t have edit permission for Rent Collection, the old charges stay as they are.

How to fix it: update or generate the rent schedule in Rent Collection, and check any move-in monies already requested. See Rent Schedules & Rent Collection.

The tenancy’s rent changed after I issued a contract

Why it happens: the rent and deposit in the contract form’s Tenancy Overview are saved to the tenancy. An upcoming contract also updates the tenancy’s rent, deposit and end date on its start date.

How to fix it: correct the rent on the tenancy with Edit, and check the rent schedule. If the contract itself is wrong, use Replace contract.

A contract I removed isn’t in Previous contracts

Why it happens: Previous contracts only lists contracts replaced by a newer one. A contract removed with Remove isn’t listed there.

How to fix it: if you have the signed file, add the contract again with Already Signed. The tenancy’s audit log shows who removed it. In future, use Replace contract to change a contract.

The tenancy was marked as a previous tenancy after a new contract

Why it happens: a move-out date on the tenancy ended it, even though a new contract was issued.

How to fix it: cancel the move-out on the tenancy, then check the Contract panel shows the new contract as current or upcoming. If it doesn’t, contact COHO support.

The Contract panel is missing, or says I need to accept terms

Why it happens: the property’s Contract service is off, or its terms haven’t been accepted.

How to fix it: click View Terms and Conditions (or the settings cog on the panel), accept the terms and turn the service on.

I can’t add, send or confirm contracts

Why it happens: your role doesn’t have edit permission for Tenancy Agreements. In onboarding you’ll see “Someone from your team with tenancy agreement write access should create the contract”.

How to fix it: ask an admin in your organisation to give your role edit permission for Tenancy Agreements.

A past tenant asks for their contract

Why it happens: tenants’ access to the property’s documents depends on their tenancy and your organisation’s account.

How to fix it: download it from the old tenancy’s Contract panel (Previous contracts or Current contract) and send it to them.

Error messages

Message (as shown)	What it means	What to do
“You do not have permission to manage tenancy agreements for this organisation”	Your role can’t change contracts	Ask an admin for edit permission for Tenancy Agreements
“You do not have permission to view tenancy agreements for this organisation”	Your role can’t see contracts	Ask an admin for view permission for Tenancy Agreements
“Couldn’t convert document to PDF”	The Word file couldn’t be turned into a PDF	Re-save in Microsoft Word and upload again. See above
“The document contains formatting that is not supported. Please re-save it using Microsoft Word and try again.”	The file was saved by another editor	Re-save in Microsoft Word
“Unable to merge [file] as it is not a .docx file”	Merge fields only work in .docx files	Save as .docx, or upload a PDF
“File name is missing. Please re-upload the file and try again.”	The upload didn’t complete	Upload the file again
“Failed to join two pdf documents because one of them is password protected (potentially protected from editing only).”	A PDF is locked, so COHO can’t add the signature page	Upload an unlocked PDF
“The file … does not have a unique name, or was uploaded twice. Please rename or make sure only one is there.”	Duplicate file names	Rename or remove a file
“The periodicity of this tenancy makes a tenancy end date mandatory. Please supply an end date.”	The tenancy is fixed term only	Enter a Contract End
“You need at least 1 guarantor to ask for guarantor signing.” / “The tenancy has no guarantor details.”	No guarantor on the tenancy	Add guarantor details, or choose No signature required
“Guarantor cannot be set as requiring eSignature on the Tenancy Agreement when the tenancy agreement is marked as already signed”	A guarantor can’t eSign a contract recorded as signed	Choose Guarantor agreement, or Already signed for the guarantor
“A mobile verification decision is required for each guarantor”	Mobile number verification wasn’t set for everyone	Set Required or Not required for each guarantor
“A liability cap is required for each guarantor” / “Each guarantor liability cap must be a positive amount”	Individually Capped needs an amount for every guarantor	Enter a cap above £0 for each
“Professional guarantor is not yet in place for every tenant…”	Cover isn’t complete	Wait for the professional guarantor step, or switch to a personal guarantor
“Some signature email identities need verification by manager” (or “mobile number identities”)	Someone verified with different details	Accept or Reject them on the Confirm Agreement form
“Some signature email identities were rejected, tenancy agreement is not signable”	You rejected someone’s identity and they haven’t signed again	Wait for them to sign again; chase them
“Your profile is missing name details required for signing”	Your profile has no first name or surname	Add them to your profile
“User or password is incorrect”	Wrong password when signing	Use the COHO account password, or reset it
“User identification verification not found or expired”	The identity check expired	Verify again with a new code
“A code was recently generated and you need to wait 60 seconds before you can generate another one.”	A new code was requested too soon	Wait a minute
“Too many verification attempts. Please try again later.”	Too many wrong codes	Wait, then request a new code
“Please upload the signed guarantor agreement to proceed.”	A wet-signed guarantor agreement needs your countersigned copy	Upload it under Signed version of…
“No signed files have been attached”	Save as signed or wet signing without a file	Upload the signed file
“The guarantor has already signed” / “A guarantor has already signed”	Too late to remove guarantor signing	See above
“This tenancy agreement has already been confirmed”	The action only works before confirmation	Use Replace contract to issue a new one
“This agreement is no longer available to sign. Please ask the property manager for a new invitation link.”	Old guarantor link	Resend link
“Agreement is already signed”	The tenant tried to sign a contract that’s already signed	Nothing to do; confirm it if needed
“Signature price undefined.”	The eSignature price didn’t load	Reload the page and try again
“The updated rent schedule has not finished generating. Wait for it to load, or regenerate it, before continuing.”	The rent schedule preview on Contract dates is still loading or failed	Wait for it, or regenerate it; or untick Update rent schedule to match the new move-in date
“Check the amounts in the updated rent schedule.”	A line in the rent schedule preview isn’t valid	Correct the amounts on Contract dates
“You do not have permission to update the rent schedule for this organisation”	Your role can’t change rent schedules	Untick Update rent schedule to match the new move-in date, or ask an admin for edit permission for Rent Collection