The first thing you can do when a party does not seem to have received a SMS is to check the status of the event. Log in to eSign Online, open the document in your E-archive and look at the section All events.

Sent: When this status is shown, the SMS is on its way to the receiver. Normal delays during delivery may cause this event to take a few minutes.

Note that the status will still be shown as "Sent" even if the receiver has their phone turned off. If the process seems to be stuck here, try sending a reminder to the party by opening the document in your E-archive, scroll down to Parties and click Send reminder.
Delivery problem: This status means that the SMS did not reach the receiver. If this happens, make sure to double-check that the phone number is correct and that it has been written in international format including the country code (e.g. +46701234567)

If everything looks good, start with sending a reminder to the party by opening the document in your E-archive, scroll down to Parties and click Send reminder.
Delivered: If the status of the SMS is shown as delivered, it means that it has been received by the recipient's telephone operator who in turn has confirmed the reception.

If the recipient cannot see the SMS, ask them to double-check their text messages and also if they might have blocked SMS coming from Scrive. They should also check if they might have turned on airplane mode or "Do not disturb" (might also be called "Night mode"). You can also ask them to restart their mobile phone and temporarily remove the SIM card from their device. The recipient can also check with their telephone provider whether commercial SMS are blocked for them, this is also often called "Do not disturb" (DnD).

As a quick workaround, resend the SMS to a different phone number by opening the document in your E-archive, scroll down to Parties, click on the party in question and then Change mobile number.

As a last resort, you can choose to Withdraw the document and change the party's invitation/confirmation method to email or link instead and then restart the signing process.

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Email/SMS delivery issues

Email/SMS delivery issues