What do I do if my client did not get the signing email?

First check the address. Open the document, look under Signer contact, and if it is wrong press Edit signer details, fix it and press Save and send new link. If the address is right, ask your client to look in Junk or Spam and to search for SignZA, then press Send reminder. Still nothing? Send it again on WhatsApp and send the link and PIN from your own WhatsApp.

Steps

  1. On your Documents list, click the document, then look under Signer contact at the email address.
  2. If the address is wrong, press Edit signer details, fix the email and press Save and send new link.
  3. If the address is right, ask your client to look in their Junk or Spam folder. On Gmail, ask them to look under Promotions too.
  4. Ask them to search their email for SignZA and mark the email as not junk. It comes from noreply@signza.app, and the first email's subject starts with "Confirm sender before signing".
  5. If they use a work email, ask their IT team to allow noreply@signza.app.
  6. Once they have looked, press Send reminder in the document. The button turns green and reads Reminder sent ✓.
  7. If the signing page asks your client for a code, ask them to tap Email me a new one.
  8. If that does not work, press Void document, so the old link stops working and only one link is out.
  9. Send the document again. Under How should they receive the link?, pick WhatsApp, then add your client's WhatsApp number.
  10. SignZA makes a 4-digit PIN for the document. Your client types it to open the document.
  11. After you press Send Link, you get a Share Kit with the Signing link, the Access PIN and a Ready-to-send WhatsApp message. Press Open in WhatsApp and send it from your own WhatsApp.
  12. Your client opens the link, types the PIN and signs.

Good to know

  • Saving a corrected address gives your client a new link and switches the old one off. They get a fresh email.
  • Edit signer details is there while the signer has not signed.
  • Void document stops the signing link working at once, and the document then reads Cancelled in your list.
  • SignZA does not send the WhatsApp. You send the Share Kit from your own WhatsApp.
  • Choosing WhatsApp means no email is sent for that document.

Questions and answers

What should my client check first?

Their Junk or Spam folder, and Promotions on Gmail. They can also search their email for SignZA. The email comes from noreply@signza.app.

Can I fix a wrong email address after I have sent the document?

Yes, as long as your client has not signed. Open the document, press Edit signer details, correct the email and press Save and send new link.

Does the old link still work after I change the address?

No. Saving gives your client a new link and switches the old one off.

My client says the page is asking for a code. What do they do?

They tap Email me a new one on the code screen, and SignZA emails them a new code.

How does my client sign if I use WhatsApp?

They open the link you sent, type the 4-digit PIN and sign. SignZA does not send the WhatsApp: you copy the Share Kit and send it from your own WhatsApp.

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