11 - What happens if I don't see, I can't download, or I can't find the documentary evidence?

Modified on Thu, 19 Mar 2020 at 06:09 PM

The documentary evidence is a unified document with all the technical data of the sending. Its issuance depends on some factors that might the process to take some minutes. Here are some examples that may affect the issuance of the documentary evidence:

  • Confirmation of delivery of the OTP SMS by the Signatory Operator. This confirmation can take up to 72 hours depending on the Operator, but it is usually received within minutes.
  •  Depending on the email service used by the signatory and its settings, delivery receipt may take several hours or even days depending on the infrastructure of the recipient. The communication protocols used by standard email systems can make several attempts to deliver the same mail until the delivery is successful.

When a final signature status is obtained, whether successful or not (see question 2), the system processes and collects all the documentation and technical information of all signatories. The whole process takes a few minutes. If the button to download the documentary evidence is not available or the window to save the document does not open support ticket must be send to the Technical team (see “What information is necessary to submit a support ticket?”).

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