{"id":21406,"date":"2022-04-11T13:59:06","date_gmt":"2022-04-11T11:59:06","guid":{"rendered":"https:\/\/help.openbee.com\/open-bee-electronic-signature\/faq\/"},"modified":"2025-04-15T14:55:58","modified_gmt":"2025-04-15T12:55:58","slug":"faq","status":"publish","type":"page","link":"https:\/\/help.openbee.com\/en\/open-bee-electronic-signature\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"
\n

How do I have my logo displayed in the signature request email and at the time of signing?<\/strong><\/p>\n

The logo is set by the service provider used at the time of the creation of the signature account.<\/p>\n

Why hasn’t my signed document come back to my Open Bee\u2122 Portal?<\/strong><\/p>\n

Be careful, the documents you send for signature can reach a maximum of 10 MB and some mailboxes are not able to handle such large documents.<\/p>\n

I have signed a document with several other people, but my document is not signed in my Open Bee\u2122 Portal?<\/strong><\/p>\n

If you sign a document, it is not instantly retrieved to portal. It will only be retrieved in the evening by an automatic mechanism.<\/p>\n

There is the option to do this manually directly from the history via the refresh option.<\/p>\n

Why doesn’t my signature appear on my document?<\/strong><\/p>\n

The signature field on the document has only a visual impact, certainly comforting, but without any legal value. It will be possible to have it on the document from V2 of the module.<\/p>\n

How can I track the remaining signature balance? Is it possible to top up the amount of signatures?<\/strong><\/p>\n

An email is sent automatically by the service provider used when the customer reaches 70% of their signature quota, then a second reminder email will be sent at 90%, inviting them to top up their signature account.<\/p>\n

The signature amount purchased is estimated on a forecast volume, so the customer is advised to evaluate the number of signatures over the period at the time of ordering. If the balance is exhausted, they will be able to recommend signatures to Open Bee\u2122 Portal<\/strong> (allow 3 to 4 working days for reloading).<\/p>\n

<\/p>\n

How do we know how many signatures we have used on the tool?<\/strong><\/p>\n

At the moment, it is not yet possible to know the signature counter sent. We are waiting for an improvement from Universign<\/span> to be able to access the signature counter.<\/p>\n

Why can’t we see the electronic signature visually on the document?<\/strong><\/p>\n

An electronic signature is not visible on the document. However, as of version 6.12.0, a new option in the signature profile allows you to set a signature field in the case of manual sending.<\/p>\n

Does signature level 1 or 2 impact signature consumption?<\/strong><\/p>\n

With Universign<\/span>, Level 2 signatures have the same price and consumption as Level 1 signatures.<\/p>\n

Can the redirection to the Open Bee site after signing on Universign be disabled?<\/strong><\/p>\n

The redirection mechanism after signature cannot be disabled, but it is possible to change the redirection to another website. More information on the page<\/span> Setting up the addon <\/a><\/p>\n<\/div>\n

I didn’t receive the authentication SMS to finalize the electronic signature, what should I do?<\/strong><\/p>\n

It is possible that the SMS could not be sent, because the format of the phone number entered in the profile is not in a format recognized by the solution. The phone number should only have numbers (no special characters, punctuation, or spaces). Example: 0612345678<\/p>\n

I am facing a dispute about an electronically signed document, how can I retrieve the digital proof of the transaction in order to prove its authenticity? <\/span><\/strong><\/p>\n

Find all the information you need to complete the process of requesting the recovery of the proof of transaction file on this page<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

How do I have my logo displayed in the signature request email and at the time of signing? The logo is set by the service provider used at the time of the creation of the signature account. Why hasn’t my signed document come back to my Open Bee\u2122 Portal? Be careful, the documents you send […]<\/p>\n","protected":false},"author":94,"featured_media":0,"parent":21396,"menu_order":4,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-21406","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/help.openbee.com\/en\/wp-json\/wp\/v2\/pages\/21406","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.openbee.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/help.openbee.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/help.openbee.com\/en\/wp-json\/wp\/v2\/users\/94"}],"replies":[{"embeddable":true,"href":"https:\/\/help.openbee.com\/en\/wp-json\/wp\/v2\/comments?post=21406"}],"version-history":[{"count":2,"href":"https:\/\/help.openbee.com\/en\/wp-json\/wp\/v2\/pages\/21406\/revisions"}],"predecessor-version":[{"id":24098,"href":"https:\/\/help.openbee.com\/en\/wp-json\/wp\/v2\/pages\/21406\/revisions\/24098"}],"up":[{"embeddable":true,"href":"https:\/\/help.openbee.com\/en\/wp-json\/wp\/v2\/pages\/21396"}],"wp:attachment":[{"href":"https:\/\/help.openbee.com\/en\/wp-json\/wp\/v2\/media?parent=21406"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}