account.invitation email error

Hi Lori,

From the screenshot, the invitation link looks incorrect, which normally in a format of :

https://sandbox.esignlive.com/a/invitation?token=S1ppVXg3xxxxxx0xCaExB

Few thoughts on this:

(1)Before you changed the email templates, if you invited the same email, was the link accessible?

(2)Do you have a support ticket number so that I can follow up with?

Duo

Does the full link you have above need to be in the HTML code?  All I have is the $LINK_URL in the HTML code.

The case is Case CS0048537

Here is what we have in the code:

<a href="$LINK_URL;" style="text-align: center; text-decoration: none; font-family: 'Roboto', 'Arial', sans-serif; font-size: 16px; display: inline-block; color: #ffffff; width: 180px; background-color: #006ac3; padding: 10px 0px 10px 0px; font-weight: bold;" target="_blank"><strong style="text-decoration: none; color: #ffffff; background-color: #006ac3;">Register Your Account</strong></a>

Any update?

Hi Lori,

Sorry for the delay! I've copied and applied the same email template to my account, but it worked fine and I can't reproduce the issue at my end, probably because my outlook client doesn't have the same security settings as your organization's.

To answer your question first: including the placeholder "$LINK_URL;" in your HTML code is correct, because the link was dynamically generated during the runtime.

And from the troubleshooting standpoint, can you try below to help analyze the issue?

(1)if you have another sandbox account, can you try inviting the same email and check if the link in default email template is accessible? 

(2)if you invite your colleagues as senders, can they visit the link? Or it only failed in certain email clients?

(3)from your screenshot, the hyperlink was converted to a relative path "\document\https\sandbox......", and seems the outlook downloads the email into the document folder to scan. So my question is: how's about the other links in the email? Is the "RBC Connect Site" link still functional?

Duo

My question is who does the hyperlink conversion?

The RBC Connect site link is fine.

We have a US2 Sandbox that I can have this email template uploaded to.  So if it works on US2 what does that tell you for the CA Sandbox?

"My question is who does the hyperlink conversion?"

Most likely It's your outlook client that did the trick.

"The RBC Connect site link is fine."

If the other links are fine, I would suggest to try modifying the HTML code and create "Register Your Account" button in different CSS styles and see how that works with your email client. Below is a screenshot where I created an extra button with hardcoded URL, an extra button without CSS style.

"We have a US2 Sandbox that I can have this email template uploaded to."

I just want to confirm whether the link in default "email.account.invitation" template works - to verify if (1)OneSpan Sign sends the wrong link or (2)your email client doesn't accept this link or (3)it's caused because of your email customization

Duo

Can you send me the HTML code you used please...thank you

The screen capture you sent me I can't see the code you put in, can you send me a better image please....thanks