Signers are getting expired links

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  • Updated 4 weeks ago
  • (Edited)
Hi,

We are using RightSignature e-document signing for one of our clients. Documents are created using an API (POST /public/v1/reusable_templates/:id/embed_document).

Not all the documents are signed after it was created. Some of the signers access the document through the email reminders that were sent by RightSignature (https://support.citrix.com/article/CTX226645). However, signers are complaining that the links are expired (the document itself is not expired. it is still within 30 days signable period).

Default token expiration period in the RS account settings page is set to Do not expire links. Why are the reminder email links expired?

We tried to manually send an additional reminder email but there is no button for it in the UI.

According to RightSignature phone support, since it is an API enabled document, they cannot provide tech support. That is why I posted the concern here.

We need to know how can we prevent this from happening? and for the signers that have expired links, can you make them valid? or please tell us how we can make those links accessible/available again for the signers.

Looking forward to your reply. Thank you very much.
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Wendy Aguilar

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Posted 1 month ago

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Wendy Aguilar

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Hi kindly respond to my post. We need to make the links from the email reminders working. Thank you.