What does it mean that my case file is still in progress?

It means that all the signers on the case file have signed but the case file hasn’t changed status to completed yet

Why is my case file still in progress? 

Once all signers have signed a case file, there’s one last step that needs to be done before the case file can have status “Completed”. The final step is the “validation step” where all the documents and their digital signatures are validated. It is the same process that you can test yourself at app.penneo.com/validator by uploading a signed PDF.

A casefile will have status “still in progress” if this final step is taking longer than expected. There can be multiple reasons for why it is taking longer than expected including the casefile having many documents, many signers or Penneo could be under heavy load and thus your case file is in queue to be validated. You can always follow our status page for current updates to our services: status.penneo.com. 

How long will I have to wait before my case file is ready? 

In most instances your case file will be finalised within 10-15 minutes after you receive the email notifying you that your case file is “still in progress” and there will be no need for actions on your part. If it has been more than one hour since the case file was signed by all parties and you still haven’t received the final confirmation email please check our status page for any potential incidents: status.penneo.com. You are also welcome to contact our support via our submission form

Have the signers been notified?

No. It is only the case file owner that will receive an email notification that the case file is still in progress. Once the case file has been finalised and it has the status “Completed” the signers will receive an email notifying them of such.