If you cannot find a specific document in your Penneo archive, it may be due to several reasons. This could be related to the signing method used or the selected storage settings.
Below you will find an explanation of how signer archives are created, as well as the main reasons a document might be unavailable and guidance on how to obtain a copy.
How signer archives are created
A private signer archive is only created when signing with an eID that supports it — such as MitID (Private or Erhverv), BankID NO or SE, FTN, BeID, or Itsme. If you signed with a Simple Electronic Signature (SES) — such as an image, a text-based signature, or a handwritten signature — an ID Verifier, or AusweisApp, 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.
Note that if you used Itsme, a private archive is only created if Itsme was used to both open and sign the documents. If Itsme was used only to sign, no private archive will be created for that document.
- What you can do: If you signed using a method that doesn't create a private archive, check if the signed documents were attached directly to the finalization email in your inbox instead, if not, reach out to the sender to request a copy.
The case file has not yet been finalized
If you have signed using a method that creates a signer archive, the document will appear there as soon as you have signed — even if the case file is still awaiting signatures from other parties. In that case, the document will show a status of "Pending" rather than "Completed."
If you cannot find the document at all, it's likely because you have not yet signed the case file yourself. Once all parties have signed, the case file is finalized and the document's status changes to "Completed."
- What you can do: Check your email inbox to see if you have received a signing confirmation or a finalization confirmation from Penneo. If you have not signed yet, you will not see the document in your archive. If you have signed but the document shows "Pending," this simply means other signers have not yet completed the case file.
Temporary storage was selected (Retention period)
This applies only if you signed using an eID that creates a signer archive (such as MitID, BankID NO or SE, FTN, BeID, or Itsme used to both open and sign). 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.
Multiple signer-archives
Penneo creates a unique, private archive for each specific eID used, such as MitID (Private or Erhverv), BankID NO or SE, FTN, BeID, or Itsme. 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.