If one of your Customers receives an error like the one below when trying to fill out an E-Signature Document, it means they can no longer sign the Document.
Chances are they won't send you a screenshot or forward the email, so it's good for you to see what they see on their end. The email provides some likely reasons for the closure:
Reasons for Closure
Closed by the Customer
The first two bullet points are things the customer may have done to close the request. It's hard for anyone to know what happened if the customer is responsible for completing the request.
For instance, if a set of parents share an email address, it's possible that one of them opened the email, accessed and signed the Document, and failed to tell their spouse. Then the spouse reaches out to you, telling you they can't sign the Document or are getting an error.
Before you do anything else, please access the Documents tab and search for the Account/Enrollee in question. If the Document has already been signed, you will see it there, along with a date and time stamp of when it was signed.
Closed by an Admin
If the request were canceled or deleted by an Admin (the last two bullet points), the customer would receive this message. To cancel or delete a request, an Admin would have to hover over the Document and click the cancel icon:
How to resolve the issue
Regardless of who did the canceling, here are the steps to take to send out another signature request:
Step 1 - Documents Tab
Go to the Enrollees page and click on the Documents tab. Find the Enrollee by typing in their name in the filter:
Step 2 - Search Enrollee/Document
Find the Account/Enrollee that had the error and see if they have the Document in their folder. If they do, you should be able to see if an Admin canceled it already unless they also deleted it, in which case there will be no sign of the Document.
If the Document has already been signed, it will have a green icon and a date/time stamp. If this is true, just let the customer know they are all set!
Step 3 - Cancel Request
If the Document is there but still unsigned, the best thing to do (after you've verified the customer's email address) is to click the red cancel icon and then "Continue" and "Continue Anyway" to delete that E-Signature request.
Step 4 - Add Document
Click on the blue Add document button in the top right of the page, select the E-Signature Document, and then click Add.
NOTE: Adding the E-signature Document will automatically send the Document to the signer's email.