STANDARD TROUBLESHOOTING STEPS
If a customer reports that they did not receive their signature request email, follow these steps to resolve the issue:
Verify the Email Address
Confirm the customer's email address and ask them to check their Junk or Spam folder.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.
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.
COPY SIGNATURE REQUEST LINK
If a customer says they have not received a signature request and has already checked their Inbox and Spam/Junk folders, you can resend the request by copying the signing link and sending it directly to the customer through your email provider.
- Click the Signature Requests tab within the Documents tab of your transaction.
- Click Copy Link - a pop up will display saying "Copied!"
- Open your email provider and create a new email to the customer.
- Paste the signing link into the email.
- Send the email to the customer.
The customer can then click the signing link to access and complete the signature request.
