Access Denied
Wednesday, April 1, 2020 at 01:00pmCan some help me out with this error message? The first signee had no issues but the second signee went to the package a day later to sign and then received an Access Denied. Is it possible there was some kind of timeout because they waited a day to sign? I didn't think that was a possibility. I've never seen this error. Also could OneSpan have been down at that time? Any suggestions or help would be greatly appreciated.
Reply to: Access Denied
Wednesday, April 1, 2020 at 05:43pmHi cnauth,
Can the second signer access the signing ceremony by following below steps?
(1)copy the signing URL behind the "Go to Document" button in email
(2)hit the URL in an incognito window
Also, have you checked the status of this particular package? Is it in SENT mode while the signer had problem signing?
Duo
Reply to: Access Denied
Thursday, April 2, 2020 at 09:38amThanks for the reply! I am logging of your suggestions as options if this ever happens again. We found out the issue was the sender had decided to edit the document after the first signer signed, so the document was sitting in Draft. We have rolled this out to our enterprise in the last few days to keep our members safe and not have to come into our branches so we are on a steep learning curve. Thank you so much for your response!!!