If you are unable to locate a specific document in your Penneo archive, it can be due to several reasons. These range from the status of the case file to the selected storage settings or the type of signature used.
Below are the primary reasons why a document might be unavailable, along with instructions on how to obtain a copy.
Potential Causes
The case file has not yet been finalized
A case file is only permanently archived once all concerned parties have signed the documents. As long as the case file is not finalized, it will not yet appear as completed in your archive.
What you can do: Check your email inbox to see if you have received a finalization confirmation from Penneo. If you have not received this email, please wait until all signers of the case file signed the documents.
Temporary storage was selected (Retention period)
During the signing process, signers can choose between permanent storage and temporary storage (valid for 14 days). If you cannot find the files after two weeks, the retention period has expired, and the documents have been automatically removed from the signer archive. Alternatively, the sender may have applied specific retention policies that automatically delete documents after a certain period.
The signature type does not support archiving
If you signed with a Simple Electronic Signature (SES) — such as an image, a text-based signature, or a handwritten signature — this information cannot be linked to an eID (digital identity). Without an eID connection, Penneo cannot securely assign the document to a specific signer archive.
What you can do: Check if the signed documents were attached directly to the finalization email in your inbox.
Security and Compliance
Due to strict privacy and security regulations, Penneo Support does not have access to your signed documents. We cannot retrieve, view, or email copies of documents to you.
How to get a copy of your document
If a document is no longer in your archive, the only way to obtain another copy is to reach out directly to the sender of the document. They maintain control over the master case file and can provide you with a new copy.
Where to find the sender's contact information:
The signing request email: Check the original email you received when you were invited to sign the document.
The finalization email: Look for the confirmation email sent to you once the signing process was completed by all parties.
The organization's name or the sender's direct contact details are typically listed in these communications.