FAQs: Company Administrators and End Users - Full Guide

I am a member of the compliance team. How do I know if there is something pending compliance’s signature/sign-off?

Answer: In your Workspace, go to the Current Signer column.  You can search the team name by selecting the 4-bar menu next to Current Signer.  It is recommended that you save the filter as a View for future reference. Alternatively, you can go to the "Waiting on Me" view.

How can I tell who is left to sign my package?

Answer: Expand the timeline by clicking the right arrow on the transaction line.

Can I add or delete a document after the package has been created and/or sent?

Answer: Depends on the status and type of Transaction.

If the Transaction is in Draft Status

• Custodian account applications cannot be removed.
• , Optional forms and Proprietary forms can be added or removed by editing the Transaction. This will take you back to the landing page where you can select or deselect optional forms.

If the transaction is in Sent/Active Status.

• Optional forms and Proprietary forms: rewind the transaction and follow the step listed above.
• Custodian account applications cannot be removed.
  

To eliminate having to re-do the package, users can Copy the data already inputted to a new set of documents by selecting;

Step 1) On the transaction line, select the 3-dot menu. 

Step 2) Select Copy Data to: New Transaction

Step 3) Select the forms that you want to copy the data to.

My client signed the application but they made an error while completing it. What can I do? 

Answer: Rewind the transaction

Rewind back to Draft: this will allow the Publisher aka Initiator to make the changes to the signing document on behalf of their client and resend the package to their client for signature. Please note that your client will need to re-sign all applicable documents in the package

I used the wrong email address for my client. How do I fix it?

Answer: Use the Change Signer feature (Method can vary depending on the transaction set-up)

Method 1

Step 1) Open the case, if applicable. If not, skip to Step 2

Step 2) Expand one of the transactions

Step 3) Select the 3-dot menu and choose Change Signer

Step 4) Update the From and To email.

Method 2

Step 1) Open the case, if applicable. If not, skip to Step 2

Step 2) Expand one of the transactions

Step 3) Select the Change Signer icon (two arrows)

My client forgot to add their ID information. What’s the best way to communicate this to them and add the ID document to the transaction? 

Answer:  Utilize the Correspondence feature

Step 1) Open the signing package

Step 2) Select the 3-dot menu and then the comments icon

Step 3) Select the Correspondence tab and write your request

Your client will receive an email with a link to add the attachments. Once the attachments have been added, the sender will receive a notification. The attachments will now be part of the package under the paperclip icon.

My client changed their mind and would like to print and sign manually after I’ve sent the documents to them electronically. Can they?

Answer:  Yes, however, the electronic signature blocks will be present.

Advise your client to download the package and print.

The Publisher must decide before sending the transaction that it will be signed using wet-ink. By selecting wet-ink, all e-signature blocks will be removed from the documents. 

Section IIa.
AEx End User FAQs - Access Code and Email Notifications

My client did not receive the Access Code sent to their mobile. What now?

Step 1) Contact your Company Administrator and confirm the mobile number on the User set-up screen. If the number is incorrect, the Company Admin will update the mobile number on your behalf.

Step 2) Once the mobile number has been changed and saved, the Publisher can advise their client to re-open the link/document (no need to send

My client did not receive the package that was email after I’ve verified the email address to be correct. What do I do now?

Answer: Email URL link and call user with launch code.

Step 1) Open the case, if applicable. If not, skip to Step 2

Step 2) Expand one of the transactions

Step 3) Select Resend

Step 4) In the Resend screen, copy and paste the URL. Send URL to your client

Step 5) Call your client with the launch code. The launch code is dynamic and expires after one hr.

Our clients visit us from time-to-time. Are they able to sign the transaction package while in our office?

Answer: Yes, you can use the Open as Signer feature.

Option 1: After the Publisher submits “Send” on a Transaction, they are presented with the option to “Open as Signer”. By selecting this option, the transaction will open on the Publisher’s computer or tablet device.

Option 2: In Workspace, select the applicable transaction then Open as Signer in the action menu.

When I type the client’s name in the search bar I can’t find them. What do I need to do?

Answer: If a Transaction is still in “Draft” status, the Search function will not return results when searching by name. Searching with the Transaction ID will immediately pull up the Transaction you need.

I only have one cell phone number for a couple. What if my client does not have a mobile phone?

Answer: You can use the same cell phone number for multiple individuals. 

If your client does not have a mobile phone, they can select the “Call Me” feature when opening a document and they will receive a call to their landline with the access code.

Can I use the same email for two signers?

Answer: No, each signer must have their own email. If it is not possible to use unique email addresses, print a hard copy for wet signature(s).

When will my clients receive notification for signing? What other email notifications will end users receive throughout the account opening process?

Answer: The table below shows which action is taken in AEX and which email notification will occur as a result.