FAQs: End Users

 

 
Your Guide to Success using Agreement Express:
User FAQ Guide

A. Access & Notifications
B. LexisNexis ID Verification
C. Emails

A. Access & Notifications
AEx End User FAQs - Access and Notifications

My client did not receive the Access Code sent to their mobile. How can we resend this?

Answer: Verify mobile number and/or update (Method can vary depending on the transaction set-up)

 

Method 1

 

Step 1) Contact your company Administrator and confirm the mobile number is correct on the User set-up. If not, the company admin can update.

Step 2) Resend.

 

 

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 Phone icon

 

 

 

The Access Code and/or Email is still not being received after I’ve verified/updated the phone number and email address. 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, as long as Open as Signer is configured for your Company.  Contact your Customer Success Manager to have added to your company. 

 

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.

 

 

 

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.

Why did a document package disappear from a Work group?

Answer: Once all signatures have been completed this marks the package as “Done”. Once a package is marked as done it is automatically removed from the Work group.

B. LexisNexis ID Verification (TDA ONLY)

The system uses LexisNexis ID Verification. How many LexisNexis attempts will the client get?

 

If you answer 1 of 3 answers incorrectly LexisNexis will give you the opportunity to try one question again. If you still answer incorrectly, you will not be able to sign.

 

On the third invalid attempt, signers will be blocked from attempting the IDV process for 7 days. Once blocked, the signer will have to wait 7 days before attempting again.

 

How do I retrieve the LexisNexis Certificate of Completion?

 

Answer: Download the transaction as “Individual PDF”.

 

Step 1) Open the signing document

Step 2) Select Download, Individual PDFs.

Step 3) Contained within the zip folder is the Certificate of Completion

 

 

 C. End User Emails

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.

 

Action Taken in AEX	Who receives an email?
Case is sent to an end client	Each signer in the household will receive an email that they have documents to sign.
Case or transaction is signed by End client	Advisor assigned to review the document will be notified that there are documents to sign
Case or transaction is approved by advisor	No emails are sent
Case or transaction is approved by Fidelity IPM	Advisor receives an email that the case or documents are complete
Case or transaction is rewound to advisor	When a transaction is rewound an email notification is sent to the at which level the rewind has gone back to.
Case or transaction to end client	Each signer in the household will receive an email that they have documents to sign.
Case is cancelled	No emails are sent
Case has not been opened by end client	No reminder emails are sent, Advisor will need to resend manually
Case is resent to end client	Each signer in the household will receive an email that they have documents to sign.