Resolving Consent Sending Errors

When a consent send fails, the platform shows a clear error message and provides options for resolution. There are two common error scenarios: a configuration issue at the trial level, or a delivery issue with the specific participant.

No Consent Configured error

If a consent document has not been configured for the trial, the system blocks sending and displays a 'No Consent' error when the user attempts to send consent to a participant. The error means that no template or configured consent form exists for the trial.

Resolving the error requires a consent form to be uploaded to the trial. Once the consent form is uploaded and configured, users can retry sending consent to the participant. If users encounter this error and do not have permission to upload consent forms, they should contact their DecenTrialz point of contact.

Consent sending errors

If a consent send fails for other reasons, for example due to an invalid email address, an unreachable phone number, or a temporary server error, the system displays an error state with a descriptive message and a retry option.

Verify the participant's contact details on the Basic Details panel of the participant record, correct any invalid information, and click Retry on the error screen. If the failure persists after verifying contact details and retrying, escalate the issue to the DecenTrialz support team for further investigation.