Support
Help when a document matters
SignItSure is a small team, so support is deliberately simple: one address, clear response targets, and honest answers about what we can and cannot fix.
Email support@signitsure.comEmail support
support@signitsure.com is the single place for questions, bug reports and billing issues. Every message is answered — include your account email and, if it's about a document, the request name and roughly when you sent it.
Response targets
First reply within 1 business day for normal questions, and within 4 business hours for urgent issues (a signer blocked from signing, a document that won't deliver, or a payment problem). Business hours are Monday to Friday.
Urgent issues
Put URGENT at the start of the subject line. Urgent means someone cannot complete or receive a signed document, or money moved incorrectly. These jump the queue and are worked on until resolved.
Security reports
Suspected vulnerabilities go to support@signitsure.com with SECURITY in the subject. We acknowledge within 1 business day and will not pursue good-faith researchers.
What you can expect from us
- We confirm we've received your report, tell you whether we can reproduce it, and give you a next update time — even when the fix will take a while.
- If a signing link expired or a document was already erased under zero retention, we'll tell you straight away, because that copy cannot be recovered — resend instead.
- Billing mistakes such as duplicate or unauthorised charges are refunded once verified.
- Outside business hours, urgent emails are picked up at the start of the next business day; nothing is silently dropped.
These are service targets we hold ourselves to, not a contractual uptime or service level commitment. See our Terms of Service for the full picture.