If you cannot find a specific document in your Penneo archive, it may be due to several reasons. This could be related to the status of the case file, the selected storage settings, or the type of signature used.
Below you will find the main reasons why a document might be unavailable, as well as guidance on how to obtain a copy.
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.
Multiple signer-archives
Penneo creates a unique, private archive for each specific eID used. If you have more than one eID that was used when signing documents, log out and try logging in with another to see if your documents are stored there.
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.
Business users and Private archives
For business users, ensure you have not accidentally logged into a private archive. If you log in with an eID and only see personal documents or the Penneo logo without your company's branding, you are likely in a private archive automatically created from previous signings. Log out and login again with your preferred login method for your business user.