Service agreement & brand
This page covers issues around your firm’s Fola service agreement, your branding (logo + letterhead), and the PDF lock password.
”Duplicate key error when publishing a new agreement version”
Section titled “”Duplicate key error when publishing a new agreement version””What you saw: as an admin, you tried to publish a new version of the service agreement and got a database constraint error.
What it means: this was a known bug where the new active version was being inserted before the prior one was marked inactive. Already fixed in the latest backend release.
What to do: if you still see this, the deploy hasn’t rolled out yet. Try again in 5 minutes. If it persists, email support@folaform.com.
”Signature pad doesn’t capture my drawing”
Section titled “”Signature pad doesn’t capture my drawing””What you saw: you tried to sign the service agreement (or a consent) on the canvas pad but the strokes didn’t register.
What it means: the canvas needs a pointer device — mouse, trackpad, or touchscreen. Some browser extensions block pointer events.
What to do:
- Try the signature pad in an incognito / private window with extensions disabled.
- If that works, identify which extension was blocking and add
folaform.comto its allowlist. - On a touchscreen device, use your finger directly on the canvas — sometimes touch-on-canvas needs a single firm tap before strokes register.
”I signed the agreement but subscribe still says I need to sign”
Section titled “”I signed the agreement but subscribe still says I need to sign””What you saw: you signed at Settings → Service agreement but
clicking a paid plan still triggers the 409
firm_service_agreement_required error.
What it means: your JWT (the auth token) was issued before the signed-agreement state was updated. The system hasn’t picked up the fresh signature yet.
What to do:
- Sign out completely and sign back in.
- Retry the subscribe. The new JWT carries the signed state.
- If it still fails, email support@folaform.com with your org name.
”Letterhead shows wrong firm name”
Section titled “”Letterhead shows wrong firm name””What you saw: the firm name on a Fola-generated PDF (engagement letter, cover sheet) doesn’t match what you set in Org settings.
What it means: the legal-name field on Settings → Organization hasn’t been updated, OR the PDF was generated before the change.
What to do:
- Open Settings → Organization and update the Legal name field. Save.
- Re-generate the affected PDF. New renders pull the fresh name.
- PDFs already generated still show the old name (they’re frozen at generation time). Re-render from the source form if you need the updated name.
”Logo looks blurry on the cover letter”
Section titled “”Logo looks blurry on the cover letter””What you saw: the cover-letter logo prints fuzzy or pixelated.
What it means: the source image you uploaded is too small.
What to do:
- Open Settings → Organization → Logo.
- Upload a higher-resolution version (≥ 1024 × 1024 PNG, or SVG — SVG is best since it’s vector and scales infinitely).
- Print a test cover letter at 100% scale to verify.
”I lost the PDF-lock password”
Section titled “”I lost the PDF-lock password””What you saw: your firm enabled PDF lock; now no one remembers the password.
What it means: passwords are hashed and salted on our side — unrecoverable. Newer PDFs you generate will use a new password (set fresh from Settings → PDF protection); old PDFs are still encrypted with the lost one.
What to do:
- Set a new password at Settings → PDF protection.
- Document the new password somewhere your firm can find it (a password manager is the right home).
- For the old PDFs locked with the lost password, email support@folaform.com — we can run a bulk re-encrypt job against your firm’s existing PDFs with the new password if you can prove org ownership.
”Signed agreement PDF won’t render”
Section titled “”Signed agreement PDF won’t render””What you saw: you signed the agreement, but clicking Download my copy errors or shows a blank.
What it means: the after-commit PDF render hit a problem (Supabase upload error or PDFBox crash on the markdown source).
What to do:
- Wait 30 seconds and click Download again — the on-demand render fallback usually succeeds.
- If repeated failures, email support@folaform.com with the approximate sign timestamp and your org name.
When to email vs when to handle in-app
Section titled “When to email vs when to handle in-app”- Publish race / duplicate key — handle in-app (retry); only email support@folaform.com if it persists more than 10 min
- Signature pad broken — try incognito mode first
- Lost PDF-lock password — email support@folaform.com
- Agreement won’t render — retry; escalate if it persists
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