When managing tenancy agreements involving multiple parties—such as tenants, guarantors, and landlords—using the Tenancy Builder with digital signing, it is not uncommon to encounter issues where one party continues to receive automated reminder emails to sign the agreement even after they have already signed.
This article explains common causes of persistent digital signing reminders and provides step-by-step guidance on how to stop these unwanted reminder emails, covering scenarios such as duplicate tenancy agreements, archived tenancies, and accidentally duplicated parties within the tenancy agreement. This troubleshooting guide will help landlords, letting agents, and property managers efficiently resolve digital signing notification issues in the Tenancy Builder system.
1. There is a duplicate tenancy agreement that has not been cancelled
The most common reason for this happening is when an earlier version of the agreement was created and sent for signing, but a mistake was found, so a duplicate tenancy was made to correct the mistake, but the original tenancy was not cancelled. As a result, the system continues to send reminders for the previously unsigned agreement.
To resolve this, please follow these steps:
- Navigate to the Tenancies list in the sidebar of Tenancy Builder and find the old version of the tenancy. If you don't see it, click the "Archive" toggle at the top of the list to show archived (deleted) tenancies. If it's in the archive, click the actions button and select "Unarchive" to move it into the main list.
- From the actions button, click "Digital signing events".
- There, you will see an option to Cancel and to Silent Cancel the digital signing request. Clicking the Cancel button will email all parties that the document has been cancelled and will stop the reminder emails from being sent. Clicking Silent Cancel will do the same, except no email about the cancellation will be sent to the parties.
2. A party was accidentally added to the agreement twice
On rare occasions, when investigating reminders being sent after a party has signed, we have found that one of the parties has been accidentally added twice. For example, the same guarantor has been accidentally added twice instead of two separate guarantors, or a tenant has been added twice by accident.
To resolve this, please follow these steps:
- Navigate to the Tenancies list in the sidebar of Tenancy Builder and locate the tenancy.
- Access the Digital signing events page via the actions button.
- You will see an option to Cancel and Silent Cancel the digital signing request. Clicking the Cancel button will email all parties that the document has been cancelled and will stop the reminder emails from being sent. Clicking Silent Cancel will do the same, except no email about the cancellation will be sent to the parties.
- Click Duplicate via the actions button to duplicate the tenancy agreement.
- Edit the duplicated tenancy (which should now be at the top of your list of tenancies), making necessary changes like clicking to remove the additional unwanted tenant or guarantor on their respective pages. When completed, save and build the agreement, and after completion, carefully check the PDF, mainly for duplicated signature boxes with the same name repeated.
- Once carefully checked, submit for digital signing as before.
