---
title: "Error related to the personal code settings when signing documents."
canonical: "https://support.appfire.com/space/SUPPORT/1651474989/Error%20related%20to%20the%20personal%20code%20settings%20when%20signing%20documents."
format: markdown
---
## 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](https://support.appfire.com/space/CDMC/2193853885/Set+up+an+approval+signing+token#Add-the-authentication-app-to-your-smart-device)** on your mobile device (such as Authy or Google Authenticator).
- A Confluence admin or Comala admin with access to the signing settings in Confluence.

> ℹ️ 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.
> ℹ️ 
> ℹ️ For more information, see [E-signatures (credentials)](https://support.appfire.com/space/CDMC/2192903044/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 Check whether the signing token appears out of date or abnormal, for example, a token exists, but signing continues to fail.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](https://support.appfire.com/space/CDMC/2193853885/Set+up+an+approval+signing+token#Overview)**** > 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](media://3c1bd952-c249-4c6c-bee8-61b0ec24d069)

## 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.