Correcting a request that went out wrong

Once a request has been sent, who it names and what it contains are fixed. That is deliberate. A certificate names each person as they were recorded at the moment they were asked, and it attests to the exact bytes each signer was shown, so changing either afterwards would make the record say something that was not true at the time.

So the people on a sent request and the documents on it cannot be corrected in place. There is one repair, and it answers all of them.

What can no longer be changed

• A name or an address. Both were copied onto the request when that person was added.
• Who is on it. Nobody new can be added, and nobody can be swapped for somebody else.
• The signing order. The first group already holds links, so the order they were released in cannot be rearranged around them.
• The documents. None can be taken off and none can be added.

The repair, which is to copy it to a new draft

On the sent request, under Manage, choose Copy to a new draft. What you get is a draft carrying:

• The documents, as the same frozen files rather than fresh copies of them.
• Everybody who was on it, with their name, address, mobile number, signing group and identity check.
• What each person was asked to do with each document.
• Every signature box placed on a page, in the same place, for the same person. The documents are the same files, so a box lands exactly where it was.
• The request name, the email subject and the covering message.

Correct whatever was wrong in the draft, then send it as you would any other.

Three things do not come across, because each belongs to the request it was set on: the due date, any labels, and anything typed into a placeholder in the wording. Set those again on the copy.

One thing to watch where the wrong PERSON was asked, rather than the right person at a wrong address. The copy carries the document exactly as it was rendered, so if it prints a name or a company, those are still the previous ones. Somebody else sent that copy would receive a document made out to the person before them. Start the request again from the template or the wording instead, which renders it afresh for whoever is on it. Where that applies, the request and the copy both say so and offer New request from the same wording, which is the right tool for the next client.

Then deal with the one that went out

Copying does not touch the original, so the wrong request is still live and still chasing whoever is on it. Withdraw it, from Manage on that request or from the menu beside it on any list of requests. Withdrawing ends the request and stops every outstanding link, so anybody still holding one is told it is no longer available rather than being left to wonder.

Withdraw and fix does both in one step: it withdraws the request and opens a copy of it as a new draft, ready to correct and send again.

Only the person who sent a request, an Owner or an Admin can withdraw it. Anybody else sees Withdraw greyed out, with who can. When somebody other than the sender withdraws it, the request's history says who did, and the sender is told by email.

You can withdraw first or copy first. Copying works on a request that has already been withdrawn, so neither order leaves you stuck.

If they simply never received it

That is a different problem and does not need a new request at all. On the sent request, the row for each person carries their own link, and beside it two ways of getting it to them again:

• Copy link hands you the same link they were sent, so you can pass it on another way.
• Send a reminder now emails it to them again.

Neither of those ever issues a new link. The one already in their inbox keeps working, which is what makes a reminder safe to send and what makes passing the link on by hand safe as well. One person can be reminded once a day, so a second press the same day is refused rather than sent twice.

If the row says a mail server refused the message, it prints what that server said. An address that cannot receive mail is a case for the repair above rather than for another reminder.