Open a pending document

Opening a pending document is subject to the document access security, as configured for you by the respective Document Owner. When you try to open a pending document to process:

• Either by clicking the "Sign" button, or

• By following the document link from your notification email, you could face any/ all/ none of the following viewing restrictions:

Access duration

In case a document is access duration protected, SigningHub will allow you to open it, in that particular time period only. The document will be inaccessible to you before and after the configured period. Contact the respective document owner if you receive an error message regarding the document access period.

Access authentication

Shared password

In case a document is password protected, SigningHub will prompt for the password before opening it. Contact the respective document owner if you don't know the password.

One-Time Password:

In case a document is OTP protected, SigningHub will prompt for the 4, 6, or 9 digit OTP before opening it. The OTP will be sent on your mobile phone or Email based on your service plan. if your mobile number is incorrect on the OTP dialog, contact the respective document owner to change your mobile number. Once OTP is received, enter it in the text field. In case OTP is not received, you may select the option to resend it. You can also choose another method for OTP by selecting 'Switch Method'.

Time-based One-Time Password:

In case a document is TOTP protected, SigningHub will prompt you to enter the Time-based One-Time Password from the authenticator app configured on your mobile device. In case you have not configured two-factor authentication (2FA), upon trying to access a document that requires Time-based One-Time Password, you will be prompted with a 'Configure Two Factor Authentication' dialogue to set up and provide a Time-based One-Time Password. The document will be accessible only upon providing the correct Time-based One-Time Password.

1. ​​In case a pending document has not been protected by any access security, you can open it without any restriction.

2. The OTP length is based on your subscribed service plan. SigningHub currently supports 4, 6, and 9-digit OTP.

3. The OTP retry and expiry times are based on your subscribed service plan.

4. The OTP method will be as per the configured OTP method in the document owner's service plan.

   • "(Email)", in case only "Email OTP" is configured in the service plan

   • "(SMS)", in case only "SMS OTP" is configured in the service plan

   • "(SMS and Email)", in case both "Email OTP" and "SMS OTP" are configured in the service plan

5. The gatekeeper follows the access security permissions that have been configured for the intended recipient and can view documents in read-only mode.

6. The availability of a Time-based One-Time Password as a document access authentication method is subject to your subscribed service plan.

7. If the user does not have two-factor authentication (2FA) configured, they will be prompted with a 'Configure Two Factor Authentication' dialogue to set up and provide a Time-based One-Time Password. If the user has already configured two-factor authentication (2FA) they will be prompted to provide the Time-based One-Time Password from the authenticator app configured on their mobile device.

8. To configure the two-factor authentication (2FA) the user will need to install an authenticator app (Google Authenticator, Microsoft Authenticator, etc.) on their mobile device. The 'Configure Two-Factor Authentication' dialogue shown to the user will contain:

   • QR Code

   • Manual Key

   • Recovery Codes

To set up two-factor authentication (2FA), the user can either scan the QR code or manually enter the Manual Key into an authenticator app. After successful registration, the user must provide the Time-based One-Time Password (TOTP) generated by the app to proceed in SigningHub. A set of recovery codes is also provided in the configuration dialog, which can be used in place of a TOTP to regain access if the user loses access to their mobile device. Each recovery code is valid for one-time use only, and it is strongly recommended to store them in a secure location. Users can regenerate a new set of recovery codes anytime from the Manage Two Factor Authentication (2FA). If an enterprise user loses access to both their mobile device and recovery codes, or has used all of them, they can contact their enterprise administrator to reset the two factor authentication (2FA) for their account.