Tracking and managing a request

Everything on this page lives on the Sign Requests card on the source record. It is where a sender chases, cancels, resends and downloads.

Statuses

Draft (not sent yet), Sent and In Progress (awaiting signatures), Completed, Declined, Cancelled, and Expired.

Actions

Action	What it does
Remind	Reminds a pending signer by hand, on top of any automatic schedule. A throttle stops an automatic and a manual reminder landing at once.
Cancel	Stops every participant’s link working and records the cancellation in the event chain.
Duplicate and resend	Available on an expired, cancelled, completed or declined request. You get a new draft carrying the same documents, field placements, roster, routing and message, with a fresh signing window and none of the original’s signatures or history. The original is never touched. If anyone had already signed it you are warned first, because a duplicate always starts everybody unsigned.
Change document	On a draft only. Either regenerate from current record data, which is the fast path when you are resending because the numbers moved, or attach a different file. Either way any field placements already made are cleared, because a placement is pinned to an exact position on a specific page and carrying it to a different file risks a signature landing over the wrong clause.
Reset verification	For a signer who has locked themselves out of the code check. The lockout is a brute-force guard, so it is never cleared as a side effect of a resend: it takes this deliberate act by you. The locked-out state is visible on the card so you know to act.

An envelope that has stopped moving

If a signing invitation or a verification code could not be emailed, the card says so on the record: which signer is affected, what it means, and the one action that gets things moving again. The notice cannot be an email, because email is exactly what failed, so the record is where to look when a signer says they are waiting on something that never arrived.

Nothing else changes. The envelope stays open, still signable, and still reminded on schedule, and the scheduled reminder is the recovery: the signers involved already hold live signing links, so the next reminder carries them straight back in.

A verification code that could not be sent also costs the signer nothing. The attempt is rolled back, so their cooldown and their limited number of code requests are untouched and they can simply ask again once mail is working.

A blocked signer

If a signer’s browser cannot open one of the documents, the card shows which document and what to do about it. The request stays valid, signable, cancellable and reminded, because a blocked document is a condition to fix rather than a status to manage.

Downloads and the certificate

Once a request completes, both you and the signer can download everything. Download all gives you one archive containing every signed document plus the Certificate of Completion, named after the documents. The files inside are byte-for-byte identical to the originals. Individual files and a single combined PDF are also available.

A signer downloading their own copy has to have verified their identity first, which applies to the signed document, the completion package and the certificate alike. Holding the link is not enough on its own. If you reset a signer’s verification after the request has completed, the next time they follow their link they are asked to verify again rather than refused, and their download works once they have.

The Certificate of Completion records the sender, every signer, the times, the locations each signature was made from, the consent wording accepted and its version, and the full event history. See Verification and certificates.

Every signed page carries a short reference code, printed in the header and the margin and repeated on the certificate and in the emails, so any page of any copy can be matched back to the request it belongs to. It is a reference rather than a password, and is safe to read aloud to support.