--- title: "Troubleshooting Agreements & Documents" description: "Most issues with agreements and vendor documents in VendorHearth Pro involve vendor access, outdated requirements, missing acceptance records, document uploads, or expiration information. Use the following checks before manually changing vendor records. ## Vendor Cannot See an Agreement If a…" url: "https://vendorhearth.com/docs/troubleshooting-agreements-documents/" updated: "2026-09-23" category: "Agreements & Documents — agreements, acceptance records, document requirements/uploads" --- # Troubleshooting Agreements & Documents Most issues with agreements and vendor documents in VendorHearth Pro involve vendor access, outdated requirements, missing acceptance records, document uploads, or expiration information. Use the following checks before manually changing vendor records. ## Vendor Cannot See an Agreement If a vendor cannot access an agreement they are expected to accept, verify: - The vendor is signed into the correct account. - The agreement exists and is active. - The correct agreement is being used. - The vendor is accessing the appropriate VendorHearth page. - The agreement requirement is configured correctly. If several vendors experience the same problem, review the agreement configuration rather than changing each vendor individually. ## Vendor Accepted an Old Agreement A previous acceptance does not necessarily satisfy a newly created agreement. For example, accepting the **2026 Vendor Agreement** does not automatically mean the vendor has accepted the **2027 Vendor Agreement**. Have the vendor complete the appropriate current agreement when required. Keep the previous acceptance as part of the vendor's historical record. ## Agreement Was Changed After Vendors Accepted It Avoid substantially rewriting an agreement after vendors have already accepted it. If the terms have changed significantly, create a new agreement or version. This helps preserve an accurate record of what vendors actually accepted. ## Imported Vendor Has No Agreement Acceptance This may be expected. VendorHearth does not fabricate agreement acceptances when importing existing vendors or applications. An imported vendor being approved, confirmed, or already paid does not prove that the vendor accepted an agreement through VendorHearth. Do not manually create a false acceptance record. ## Vendor Cannot Upload a Document If a vendor cannot submit a required document, check: - The vendor is logged into the correct account. - The document requirement is available to the vendor. - The correct VendorHearth page is being used. - The selected file is an appropriate upload. - The website itself is accepting uploads normally. If multiple vendors are experiencing upload problems, review the site's VendorHearth configuration and System Readiness. ## Vendor Uploaded the Wrong Document Do not treat an incorrect upload as complete simply because a file exists. Have the vendor provide the correct document and review the replacement. The submitted file should actually satisfy the document requirement. ## Document Is Unreadable If an uploaded file cannot be properly reviewed, request a replacement from the vendor. Do not approve documentation that you cannot reasonably verify. ## Document Shows the Wrong Expiration Date Verify the date shown on the actual document. If the expiration information in VendorHearth is incorrect, update it to match the document. Do not change an expiration date simply to make an expired document appear current. ## Document Has Expired An expired document may need to be replaced depending on your organization's requirements. Request an updated document from the vendor and review the replacement when it is submitted. Keep your VendorHearth records consistent with the documentation actually provided. ## Vendor Uploaded a New Version When a vendor provides a renewed or replacement document: 1. Review the new file. 2. Confirm it belongs to the correct vendor. 3. Verify the required information. 4. Check the effective and expiration dates. 5. Update the applicable VendorHearth record. Do not assume that a newer upload is automatically valid. ## Agreement or Document Is No Longer Needed Before deleting an old agreement or document requirement, consider whether historical vendor records are associated with it. Old records may still provide useful information about previous events or seasons. Whenever practical, preserve meaningful historical information rather than deleting it simply to clean up the list. ## Vendor Appears Compliant but Something Is Missing Review each requirement individually. Application approval, payment, agreement acceptance, and document submission represent different parts of the VendorHearth workflow. One completed requirement does not automatically mean every other requirement has been completed. ## Check System Readiness If agreement or document problems appear to affect multiple users, review: **VendorHearth → System Readiness** Resolve any relevant configuration warnings before attempting to manually correct individual vendor records. ## Before Manually Changing a Record Use this order when troubleshooting: 1. Verify the correct vendor account. 2. Verify the agreement or document requirement. 3. Check the existing record. 4. Review historical information. 5. Verify the actual uploaded document when applicable. 6. Check expiration information. 7. Review VendorHearth configuration. 8. Correct the underlying issue. 9. Avoid creating false acceptance or compliance records. The goal is for VendorHearth to reflect what the vendor actually accepted or submitted. ## Next Step Continue to **Communications** to learn how VendorHearth manages vendor email templates, communication history, automated messages, reminders, and email diagnostics.