Screens and messages

Screens that stop you, and what each one actually means.

Access blocked

Two different suspensions, and telling them apart matters because the fix is different.

Screen	Message	Scope
Access blocked	Access for this organization is blocked. Please contact support.	The whole organisation
Account blocked	Your account’s access is blocked. Please contact support.	Just you

Access blocked means every member is affected, so asking a colleague to try will not help. Account blocked means colleagues are still working normally — the problem is your account alone.

Both need support: suporte@assinaja.pt. Neither is something you can clear yourself.

You are not authorized! 🔐

You don’t have permission to access this page. Go Home!

Not a suspension — your account works, but this particular page is outside your role. Options offered are Back to Home and Change account.

Change account is the useful one if you have more than one account and signed in with the wrong one. If you only have one, ask whoever administers your organisation — see Roles and permissions.

Are you not registered in our application?

To follow the lifecycle of the document, register on the AssinaJá platform.

You reached something that needs an account. Signing a document does not require one — see Sign a document — but following a document’s progress afterwards does. Go to the registration page takes you there.

After signing

The signature was successfully completed.

You will receive a copy of the signed document(s) by email.

You are done; nothing else is required of you. Click here to close this page, and if the tab does not close, close it yourself — “If the tab does not close, you can close it manually.”

Keep your signatures

If you signed without an account, you are offered one:

Create a free account for {email} and find the documents you signed, with the signature you used ready for next time.

There is a checkbox — Save the signature I used on this document — and Not now if you would rather not.

The account is created already verified: “A sua conta está pronta — o email já está confirmado.”

Downloading by link

Two screens serve download links sent by email.

Document download — “The document will be downloaded soon. Please wait.”

Process download — the same for a whole dossier: “Os documentos do processo serão descarregados em breve.”

Both start on their own; there is nothing to click. If the link is wrong or has lapsed you get:

Invalid document access code or process

Ask the sender to resend rather than editing the link.

Payment outcomes

Payment Successful! — Your order has been processed. You get a Order Summary and can go to View Subscription.

While it confirms, the page shows Verifying payment…. If that check fails you get Payment verification failed — the payment may still have gone through, so check View Subscription before paying again.

Payment Cancelled — “Your payment was cancelled. No charges were made.” Nothing was charged. Back to Store to retry.

When something breaks: the incident reference

A platform failure is not an anonymous error: it opens a dialog that tells you what state the operation ended in and gives you a reference for support.

The three dialogs, and the difference between them

Title	What it says	What to do
We could not complete this action	“The action was never carried out, so nothing was changed.”	The operation did not happen. Try again is safe.
We don’t know whether the operation completed	“The connection took too long. Check the status before trying again, so you don’t duplicate the request.”	Check status first.
No internet connection	“We could not reach the service. Please try again when your connection is back.”	It is at your end. Retry when the connection returns.

The reference

The dialog shows Reference, Date and time and Version, with the note “Quote this reference if you contact support.”

The reference looks like INC-7K4M-9Q2D-X8R3 — INC plus three blocks of four characters. The alphabet leaves out I, L, O and U, precisely so nobody copies it wrongly by confusing them with 1 and 0.

Copy information for support puts everything on the clipboard at once (“Information copied.”). If the browser will not allow an automatic copy, you get “We could not copy automatically. Select and copy the text above.” — and the text is on screen to select by hand.

Reporting the problem

Report this problem flags the incident for analysis, with one click and no form at all:

Response	Means
“Thank you. We have received the information for analysis.”	It arrived.
“We could not send it yet. We will keep trying while this page is open.”	It keeps retrying on its own — do not close the page if you want it to go through.
“We could not send the information. You can copy the reference to contact support.”	It did not get through. Copy the reference and use the normal support channels.

Reporting is optional: the incident was already recorded when the dialog appeared. The click is there to flag it and to attach the fact that it actually affected someone.