If nothing here answers your question, get in touch. Tell us what you were trying to do and what happened instead, and we will pick it up.
We answer in your language.
Before you write
A few things are faster to check than to ask about:
- A signer says the document never arrived: open the audit trail. It records every view, so you can tell immediately whether they opened it. See Remind or resend to a signer.
- You cannot find a completed document: anything finished more than 14 days ago has been deleted, and support cannot recover it. See How long we keep your documents.
- A signature is stuck at the identity step: that part runs at the trust service provider, not at swipesign. They hold the detail on why a check failed.
What we can and cannot do
| We can | Change your sign-in email, explain what an audit trail shows, sort out billing and invoices, help you choose between AES and QES |
| We cannot | Recover a deleted document, tell you why an identity check failed at the provider, or sign anything on your behalf |
We will never ask for a code or a password
Nobody from swipesign will ask you for your password, or for an SMS code sent to your phone. If someone does, it is not us. See Is this email really from swipesign?.
Including the right details up front usually saves a round trip: see What to include in a support request.