I am a member of the compliance team. How do I know if there is something pending compliance’s signature/sign-off?
Answer: In your Workspace, go to the Current Signer column. You can search the team name by selecting the 4-bar menu next to Current Signer. It is recommended that you save the filter as a View for future reference. Alternatively, you can go to the "Waiting on Me" view.
How can I tell who is left to sign my package?
Answer: Expand the timeline by clicking the right arrow on the transaction line.
Can I add or delete a document after the package has been created and/or sent?
Answer: Depends on the status and type of Transaction.
If the Transaction is in Draft Status
- Custodian account applications cannot be removed.
- , Optional forms and Proprietary forms can be added or removed by editing the Transaction. This will take you back to the landing page where you can select or deselect optional forms.
If the transaction is in Sent/Active Status.
- Optional forms and Proprietary forms: rewind the transaction and follow the step listed above.
- Custodian account applications cannot be removed.
To eliminate having to re-do the package, users can Copy the data already inputted to a new set of documents by selecting;
Step 1) On the transaction line, select the 3-dot menu.
Step 2) Select Copy Data to: New Transaction
Step 3) Select the forms that you want to copy the data to.
My client signed the application but they made an error while completing it. What can I do?
Answer: REWIND the transaction
Rewind back to Draft: this will allow the Publisher aka Initiator to make the changes to the signing document on behalf of their client and resend the package to their client for signature. Please note that your client will need to re-sign all applicable documents in the package
*note: "Rewind this single transaction" will separate a transaction (AEX ID) from the main CASE.
How can I go back to the Landing Page to revert all my changes to original information?
Answer: After REWIND, the signing package will reload (The reloaded session will display the "DRAFT" version of the package). Press the menu option, you'll see an option "EDIT APPLICATION" (*note: This option only display if the package is in DRAFT status).
*note: This is applicable for the case that has Landing Pages
1.) After pressing "Edit Application", your session will reload again and go back to the Landing Page stage. This can take time, depends on the number of transaction types within your CASE/Package, and may require refresh.
2.) You'll need to run through all the questionnaires from the landing pages again. All the information will revert back to the original information.
Cons: This will remove all the changes made in the Signing Package, including the attachments or Fillable Forms.
How to re-create or copy my existing transaction?
Answer: If in case you'll need to re-create your case due to unfortunate reason. Copy the main transaction of your case, and select additional transactions.
1.) Choose the main Transaction ID/AEX ID (*one transaction) -> Launch Panel will appear and request you to choose all the applicable transaction type/Agreement
2.) All the information of the main transaction will be transposed to the new Case.
Cons: The information that will be transposed will be based from the source/checked transaction/Agreement you selected (*This will be your main transaction). Other Transaction Type/Agreement Type will "not able to grab the information from the rest of the Source CASE ID"
I used the wrong email address for my client. How do I fix it?
Answer: Use the Change Signer feature (Method can vary depending on the transaction set-up)
Method 1
Step 1) Open the case, if applicable. If not, skip to Step 2
Step 2) Expand one of the transactions
Step 3) Select the 3-dot menu and choose Change Signer
Step 4) Update the From and To email.
Method 2
Step 1) Open the case, if applicable. If not, skip to Step 2
Step 2) Expand one of the transactions
Step 3) Select the Change Signer icon (two arrows)
My client forgot to add their ID information. What’s the best way to communicate this to them and add the ID document to the transaction?
Answer: Utilize the Correspondence feature
Step 1) Open the signing package
Step 2) Select the 3-dot menu and then the comments icon
Step 3) Select the Correspondence tab and write your request
Your client will receive an email with a link to add the attachments. Once the attachments have been added, the sender will receive a notification. The attachments will now be part of the package under the paperclip icon.
My client changed their mind and would like to print and sign manually after I’ve sent the documents to them electronically. Can they?
Answer: Yes, however, the electronic signature blocks will be present.
Advise your client to download the package and print.
The Publisher must decide before sending the transaction that it will be signed using wet-ink (Wet Sign or "Print, Sign and Send" option in the Signing Document menu while in draft status). By selecting wet-ink, all e-signature blocks will be removed from the documents.
Section IIa.
Advisor360 Express End User FAQs - Access Code and Email Notifications
My client did not receive the Access Code sent to their mobile. What now?
Step 1) Contact your Company Administrator and confirm the mobile number on the User set-up screen. If the number is incorrect, the Company Admin will update the mobile number on your behalf.
Or directly update the mobile number through transaction's action bar option "Update Phone Number", by checking one of the transactions in your case.
Step 2) Once the mobile number has been changed and saved, the Publisher can advise their client to re-open the link/document (no need to send
My client did not receive the package that was email after I’ve verified the email address to be correct. What do I do now?
Answer: Provide the "Email URL link (LAUNCH LINK)" and "Launch Code" to the signer.
Step 1) In the Grid View, search for the Case or ID
Step 2) Check the check-box, beside the CASE/ID or AEX ID
Step 3) Select RESEND
Step 4) In the Resend screen, copy and paste the URL. Send URL to your client
Step 5) Call your client, and provide the launch code. The launch code is dynamic and expires after one hour or right after usage.
Incognito (Chrome) or InPrivate (Edge) browser Session - Launch Link process for in-person signing with Advisor/Publisher.
*note: This is an alternative option if Open as Signer does not work.
To prevent your Admin session from being automatically logged out when launching a client session, follow these
steps - Using Launch Link process:
- Click Resend to generate the launch URL.
Open in a Private Window: Copy the link (
https://us.wealth-agreementexpress.net/html5/launch.jsp) and paste it into a new Incognito (Chrome) or InPrivate (Edge) browser window.- Enter the Launch Code: Retrieve the launch code from your admin screen and paste it into the prompt on the private window.
- Complete Verification: Have the client check their phone for an access code. Enter this code into the final verification prompt to complete the login.
Our clients visit us from time-to-time. Are they able to sign the transaction package while in our office?
Answer: Yes, you can use the "Open as Signer" feature.
Option 1: After the Publisher submits “Send” on a Transaction, they are presented with the option to “Open as Signer”. By selecting this option, the transaction will open on the Publisher’s computer or tablet device.
Option 2: In Workspace, select the applicable transaction then Open as Signer in the action menu.
When I type the client’s name in the search bar I can’t find them. What do I need to do?
Answer: If a Transaction is still in “Draft” status, the Search function will not return results when searching by name. Searching with the Transaction ID/AEX ID will immediately pull up the Transaction you need.
I only have one cell phone number for a couple. What if my client does not have a mobile phone?
Answer: You can use the same cell phone number for multiple individuals.
If your client does not have a mobile phone, they can select the “Call Me” feature when opening a document and they will receive a call to their landline with the access code.
Can I use the same email for two signers?
Answer: No, each signer must have their own email. If it is not possible to use unique email addresses, print a hard copy for wet signature(s).
When will my clients receive notification for signing? What other email notifications will end users receive throughout the account opening process?
Answer: The table below shows which action is taken in Advisor360 Express and which email notification will occur as a result.
| Action Taken in Advisor360 Express | Who receives an email? |
| Case is sent to an end client | Each signer in the household will receive an email that they have documents to sign. |
| Case or transaction is signed by End client | Advisor assigned to review the document will be notified that there are documents to sign |
| Case or transaction is approved by advisor | No emails are sent |
| Case or transaction is approved by Fidelity IPM | Advisor receives an email that the case or documents are complete |
| Case or transaction is rewound to advisor | No emails are sent. The individual who completed the rewind must let the Publisher know. |
| Case or transaction to end client | Each signer in the household will receive an email that they have documents to sign. |
| Case is cancelled | No emails are sent |
| Case has not been opened by end client | No reminder emails are sent, Advisor will need to resend manually |
| Case is resent to end client | Each signer in the household will receive an email that they have documents to sign. |
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