Frequently Asked Questions

1 - Where can I find the requested information to submit a support ticket?
Clicking on "Sent list " the information about the query is displayed; "ID sending", email and phone number of the signatories in intern...
Thu, 19 Mar, 2020 at 4:32 PM
2 - What are the status of the sending and what do they mean?
Clicking on "Sent list"  the status of messages sent are displayed  by colour and icon on the left side line of the list. The status of the sendin...
Thu, 19 Mar, 2020 at 4:44 PM
3 - Why the sending is Expired?
Because the expiration date has been reached and the signatory has not signed. You must resend it  if  the signatory is willing to sign.   The expiration ...
Thu, 19 Mar, 2020 at 4:58 PM
4 - The query is expired and the signatory requests to sign. What should I do?
The signatory did not sign prior to the date of the time limit, therefore a new sending is required.
Thu, 19 Mar, 2020 at 5:01 PM
5 - What happens if the signatory has not received the email?
Make sure the email address really exists and is correctly formatted. Ask the signatory to verify other mailboxes, such as spam, promotions, etc. Ask the...
Thu, 19 Mar, 2020 at 5:06 PM
6 - The documentary evidence shows that the sending failed and the icon shows error status. What should I do?
To know more about the statuses, see question 2. Ensure that the signatory can receive the email. For example, by sending an email with a standard mail to...
Thu, 19 Mar, 2020 at 5:06 PM
7 - What happens if the signatory has not received the SMS?
Check the sending is in “Pending signature” status. If the process is in any other status, it is not possible to sign (see question 2). Ask the signatory ...
Thu, 19 Mar, 2020 at 5:09 PM
8 - Where can I download the original documents?
At "Sent list", >"Documents"  you can find the icon to download the original documents. By clicking on  "All documents&...
Thu, 19 Mar, 2020 at 6:02 PM
9 - What should I do if I can't see or download or find the documents uploaded by the signatory?
Verify if the template or configuration used has document upload enabled. You should access the "Template management" section, "Actions"...
Thu, 19 Mar, 2020 at 6:03 PM
10 - Where can I download the documentary evidence?
On the “Sent list”,>“Documents” you can find the icon to download the “Documentary evidence”.
Thu, 19 Mar, 2020 at 6:04 PM