A reminder is only sent if the recipient has received access to the signed documents and has not downloaded the files before Addo Sign checks whether the files have been downloaded.
Before you start
Reminders to 'download signed documents' are connected to a signer's access to the signed documents. This means that reminders are only relevant for recipients, who have received access to the signed documents after the transaction was completed. Recipients can include:
Signers
Recipients of signed copy
Reminders are not sent to all recipients automatically. They are only sent to recipients who received access to the signed documents, but have not downloaded the files before the reminder check.
Why reminders are sent
When a transaction is completed, signed documents may be sent to signers and recipients of signed copy, depending on the transaction setup.
If a recipient receives access to the signed documents but does not download them before the files expire, Addo Sign can send reminders before the download period ends. This helps recipients download the signed documents while the files are still available.
When reminders are sent
Addo Sign checks whether the signed documents have been downloaded by an intended recipient at two points:
7 days before the files expire
24 hours before the files expire
If a recipient has already downloaded the files, no reminder is sent to that recipient.
If the files have not been downloaded, a reminder is sent to the relevant recipient. This applies to both signers and recipients of signed copy who received access to the signed documents.
Where to download the signed documents
Recipients can download the signed documents from the message they received after the transaction was completed. The message may have been sent by e-mail or SMS, depending on the transaction setup and the recipient’s receipt method.
💡 Tip: Have you not received the message, or can you not find it? Search for Addo Sign in your e-mail inbox or SMS messages. You can also check whether the message has ended up in your spam or junk folder.
How the Signer’s receipt setup affects reminders
Reminders are controlled by the Signer’s receipt settings.
For customers without additional receipt options, the default receipt method is E-mail. Depending on your account setup, available receipt options can include:
E-mail
SMS
None
If None is selected, the recipient does not receive the signed documents through Signer’s receipt and will not receive reminders to download those files.
Note: You must have administrator access to change template settings in Addo Sign. If you do not have administrator access, ask an Addo Sign administrator on your account to review or update the relevant template.
Signer’s receipt controls how signed documents are sent after completion.
How Recipients of signed copy setup affects reminders
Reminders are also affected by the Recipients of signed copy settings.
Recipients of signed copy can receive a copy of the signed documents, depending on the selected receipt setup. These recipients only receive reminders if they have access to the signed documents and have not downloaded them before the files expire.
Recipients of signed copy are controlled in the Recipients of signed copy section.
Where senders can check the transaction
Senders can open the completed transaction in Overview to review the transaction details.
Go to Overview.
Click the transaction row to open the completed transaction.
Review the signers and recipients connected to the transaction.
Open Log if you need to check what happened.
Open the completed transaction in Overview to review signers, recipients, and transaction details.
If the recipient cannot find the signed documents
If the recipient cannot find the signed documents, check whether:
The recipient received access to the signed documents
The message was sent to the correct e-mail address or phone number
The recipient searched for Addo Sign in their inbox or SMS messages
The recipient checked their spam or junk folder
The files have already expired
The files have already been downloaded by the recipient
If the files have expired, the recipient can no longer download them from the original message.
Before contacting support
To help Addo Sign Support assist you as quickly and effectively as possible, check the following before contacting support:
Whether the recipient received access to the signed documents
Whether the files have already been downloaded
Whether the files have expired
Whether Signer’s receipt is set to E-mail, SMS, or None
Whether the recipient is a signer or a recipient of signed copy
Whether the recipient searched for Addo Sign in their e-mail inbox or SMS messages
Whether the recipient checked their spam or junk folder
If you still need help, include:
Transaction ID (if known)
Signing ID (if known)
Template name (if known)
Recipient name and e-mail address or phone number
Whether the recipient is a signer or a recipient of signed copy
Screenshot of the reminder or missing message