STANDARD TROUBLESHOOTING STEPS


If a customer reports that they did not receive their signature request email, follow these steps to resolve the issue:


  1. Verify the Email Address
    Confirm the customer's email address and ask them to check their Junk or Spam folder.

  2. Resend the Signature Request
    If the email address is correct, navigate to the Signature Requests tab within the Documents section of the transaction. Click Resend to send the email again. 

  3. Correct an Incorrect Email Address
    If the email address is incorrect:

    • Go to the Signature Requests tab in the Documents section of the transaction and click Cancel. 

    • Open the customer's record in the CRM and update their email address.

    • Return to the transaction and go to Actions > Request Signatures to send a new request.




Note: Emails are sent immediately from TotalBrokerage. However, delivery time may vary depending on the recipient's email server.




WORK-AROUND: Manually Send the Signature Request Link

If needed, you can manually retrieve and send the signature request link:


  1. Go to the People tab of the transaction.
  2. Click the icon to open the customer’s CRM record in a new window. 
  3. In the CRM record, click the Email tab.
  4. Click Sent to view sent emails.
  5. Open the email titled "Documents for e-signing."
  6. Check the box to Enable Images and Links.
  7. Click the green "Click here to view" button. 
  8. Copy the URL from the window that opens (this is the Signature Request Link). 
  9. Open your email platform, compose a new message to the customer, and paste the link into the body of the email.
  10. Send the email manually.