/
Error related to the personal code settings when signing documents.

Error related to the personal code settings when signing documents.

Troubleshoot personal code settings errors when signing documents

Applies to: Comala Document Management - e-signatures (approval signing token)

Symptoms

When signing a document as an author or approver, you might encounter one or more of the following issues:

  • A message stating that you already have an account.

  • An error during sign-up or sign-in that is related to your personal code settings.

  • Your authenticator app (Authy, Google Authenticator, 1Password, or Microsoft Authenticator) no longer works, even though you have set it up successfully before.

Before you begin

To complete the steps in this article, you need:

  • Access to your authenticator app on your mobile device (such as Authy or Google Authenticator).

  • A Confluence admin or Comala admin with access to the signing settings in Confluence.

E-signatures are not supported if your Confluence site uses SSO through Atlassian Access. If your organization uses Atlassian Access SSO, you might not be able to use e-signatures as expected. Contact support to confirm your authentication setup and discuss available options.

For more information, see E-signatures (credentials).

Step 1: Check the user's signing token in Confluence

This step must be completed by a Confluence or Comala administrator.

  1. Go to Confluence > Comala Document Management > Approval Signing Code Admin.

  2. Locate the entry for the affected user.

  3. Check whether the signing token appears out of date or abnormal, for example, a token exists, but signing continues to fail.

Step 2: Reset the user's approval signing token

If the signing token exists but signing continues to fail, the most reliable fix is to reset it.

  1. In Approval Signing Code Admin, delete the user's existing signing token.

  2. Generate a new approval signing token for the user.

This ensures the user can re-register the token cleanly in their authenticator app.

Step 3: Set up the new signing token in your authenticator app (User)

Once the admin generates a new token, set it up in your authenticator app. Follow the steps in:

Set up an approval signing token > Add the approval signing token account to the authenticator app

The following authenticator apps are supported:

  • Authy

  • Google Authenticator

  • 1Password

  • Microsoft Authenticator

After setting up the token, try signing the document again.

image-20260428-034150.png

Still not working?

If the issue persists after resetting the token and setting it up again in your authenticator app, do the following:

  • Confirm whether your Confluence site uses Atlassian Access SSO (see limitation above)

  • Take a screenshot of the exact error message and contact support with the following information:

    • Your Confluence site URL.

    • The affected user's name or email address.

    • Confirmation that you reset the token and set it up again in the authenticator app.