If you receive a message about your transaction being Suspended, the message should contain a reason why the suspend has happened. The common problems are listed below.
- "Not delivering to previously bounced email address"
- This message means that an email to one of your signers has bounced, meaning it could not be successfully delivered.
- Sometimes email service providers (like AOL and Yahoo) will mark our messages as Spam incorrectly, and this will need to be resolved by the person whose email address is being affected. They can whitelist or add our "From" address (noreply@signixmail.com) to a list of safe people to accept messages from.
- Once you have helped your signer correct their email to stop blocking our messages, you should be able to Resume the transaction from your Document Center Home.
- Email Address is Incorrect
- If you enter an incorrect email address for one of your signers, then the first message that is sent to them will bounce and the transaction will be suspended to keep from sending more messages to that incorrect address.
- While the transaction is suspended, you can edit the signer's information to put in a correct email address for them and then Resume the transaction.
- Signer Opted Out
- Signers have the option to Opt Out of a transaction, if they do not wish to proceed with signing the documents.
- There are several Opt Out options: Return later, Do not wish to sign, Other.
- The signer will choose and option and will also be able to type in their own reason for choosing not to sign.
- If they wish to come back later, they can do so through the same link they used the first time to access the transaction's documents for signature.
- If they do not wish to come back and do not wish to sign, the transaction will be Cancelled.