Benefits of providing case file IDs
Providing a Penneo case file ID when submitting a support ticket helps the Penneo Support team assist you more efficiently. This unique identifier allows support agents to locate your specific documents and case history quickly.
Locating the ID within the Penneo interface
To find a case file ID while logged in to the Penneo platform:
- Locate the specific case file you need assistance with.
- Click on the case file to open the details view.
- Locate the ID on the right side of the case file status field. Copy this ID to provide it to Penneo Support.
Retrieving the ID from the browser URL
As an alternative to using the status field, you can copy the URL from your browser address bar while viewing the case file in Penneo. The Penneo case file ID is automatically included within the browser URL.
Visual reference for ID location
The image below illustrates where the ID is displayed next to the status field in the Penneo interface:
Locating the case file ID as a signer
If you are a signer — someone who has received a document to sign, rather than someone with a Penneo account for sending documents — you can still find the case file ID without logging in to Penneo. It's included at the bottom of two emails you receive during the signing process:
- The signing request email you received from the sender, asking you to sign.
- The finalization email you received after everyone has signed the document.
In both emails, scroll to the very bottom. You'll see a line with the case file's digital ID, formatted like this:
Casefile ID: 2XXXXXXX
Copy this number and include it when you contact Penneo Support.
If you received a customized signing email
Some senders use an integration or another custom method to send you a signing request, rather than Penneo's standard email format. In this case, the email may not include a case file ID at the bottom.
If that happens, you can still help us locate your case file:
- Click the signing link in the email you received from the sender.
- Once you're redirected to the document(s) you need to sign, copy the full URL from your browser's address bar.
- Send us that URL so we can look into your case.