Frequently asked questions (general)

This is often the case when a user inherits a user account from a previous user. Please ask your company Oneflow administrator to contact support@oneflow.com and provide the e-mail used for the account, and we will reset the password for you.

To reset your password, please follow the below steps:

1. Log out from the application.
2. Fill in your e-mail adress. > Continue
3. Click on Forgot your password? > Send recovery email.
4. A link will be sent to your e-mail.  Follow the instructions in the email to reset your password and choose a new one.
    

To change your password, please follow he below steps:

1. Click on the user account icon  > My profile.
2. Click on Change password.
3. Fill in the required fields > Confirm.

Yes, as an administrator, you can view account events in the audit log. You can view deleted documents/templates, user events, Workspace events, etc., when they occurred and who triggered these events.

You will find the audit log under Admin > Account > Audit log.

Absolutely! If you want to send documents from different companies, you need to create a new Workspace for the subsidiary and then activate "branding" on that Workspace. All documents sent from that Workspace will then have that company details.

🔗 Click here to read the article: Workspace branding.

If you have a role that allows viewing colleagues' dashboards, you can view statistics in the Oneflow overview. Switching from My users to All users on the dashboard will display the stats of all users' in that Workspace. 

🔗 Click here to read the article: Dashboard.

Absolutely!

1. Click on + New document > Create blank.
2. Upload a PDF.
3. Add participants to the document > Send.

No, a PDF copy does not get sent out automatically to your counterpart, but your counterpart will always have the option to open the digital document and download a PDF copy from the document. You can also download and share the PDF from the document owner's side.

Yes, if you have a role that allows making exports. If you want to export specific documents, go to the Document tab, use the filters to get the documents you want to export, and click the Export button at the bottom left.

If you want to export all documents in the entire account, you can do so if you are an administrator under Admin >  Data management.

🔗 Click here to read more about how to export documents and data.

🔗 Click here to read the article: Signing period.

Yes, you can add a video to your document; please, make sure to add the video before you send the document. You can add a video under Settings (the cogwheel in the top right corner). You can read more about our video function in this guide.

Yes! The comment section is open after the document has been signed.

No, when all signatories have signed the document, it gets locked for security reasons and can no longer be edited. If you need to edit a signed document, you can duplicate the document using the action menu at the top right part of the document, make the change in the copy, and then send it out for signing.

No, you can't edit comments after posting them, so we recommend you give your comment a quick review before hitting the Send button.

Yes, you can import a signed documents by going to the Documents tab and clicking the Import signed document button at the top right.

🔗 Click here to read more about importing documents.

Any e-mail reply to the document invitation will be added as a comment. This means that your counterpart can add comments without opening the document. If they are having trouble opening the document.

We do not recommend copying and pasting images into documents, which might break the image. Instead, save the image to your device and then upload it to the document.

In this case, the signatures have probably been reset by another participant's change made after signing. If someone makes any changes tio the document, all signatures will get reset, and the document needs to be signed again. You can see the event that reset the signatures under the Audit trail tab in the top right part of the document.

The email address is probably registered on a trial account. In this case, we need to delete that trial account for you to be able to invite the user to your account. Please contact us at support@oneflow.com, and we will sort it out.

Another possible reason is that the email address is registered on an inactive user. You can see this if you click the Admin icon at the bottom left of Oneflow and filter on Inactive users. If you find the user there, you can reactivate them under the three dots menu in the user field.

Emails can occasionally end up in spam filters or are not delivered. The most common reason for this is the recipient's email settings. Larger companies often have IT departments with stricter rules that block unknown or unapproved emails.

Another reason may be that the recipient is more sensitive to spam and often marks unknown emails as spam, which means that their email system learns what emails are to be blocked or landed in the spam bin. Firstly, we recommend contacting the recipient and asking them to check their spam folder. If not found there, ask the recipient to check with their IT department to understand why emails from Oneflow become spam-marked if you have further communication with the recipient's company through Oneflow.

Oneflow is constantly improving email delivery to all recipients, and we work proactively with companies that handle spam lists to avoid significant blockages.

No, all links in Oneflow are personal and therefore shouldn't be shared with anyone else. You can send a new email to the counterpart by clicking the action menu icon at the top right part of the document and clicking send reminder. The system will send a new email to participants who have not yet signed the document.

There might be several reasons to this, but the most common are:

• The document might have signing order activated, in this case it depends on the order number that the counterpart is assigned. For example, for the counterpart that is number two in the order to get an email, the counterpart that is number one needs to sign the document before the second counterpart gets the email.
• The counterpart's mailbox might be full, preventing them from receiving more emails. 
   

Yes it is possible, please ask your CSM to disable Force Authentication in the SSO configuration of your account.

If your organisation does not have the JIT user creation feature enabled and has not set a domain that matches the domain of your email address, the only way you can log in to Oneflow is using an IDP login (check Key concepts for more information). Once your user has been registered in Oneflow, you will be able to use https://app.oneflow.com.

Yes it's possible, please ask your CSM to add the users to the Enforce SSO Exclusion list. Keep in mind that only users that currently have Oneflow credentials can be listed here.

The user has to go to https://app.oneflow.com, enter their email, and click on Forgot your password? The user will get an email allowing them to create a Oneflow password.

If a user that does not belong to a synced group tries to log in via SSO, the system will create the user in Oneflow’s database, but the system will deactivate them because they do not belong to a synced group. If this happens, it does not help to add the user to the synced group on the IDP’s side because the user is deactivated. In this case, please contact your CSM and ask the user to be activated.

Group synchronization related to SSO occurs during the login process. If a user is added/removed from a group on the IDP’s side, the changes will be applied when the user logs in to Oneflow.

SSO group sync occurs in Oneflow every time a user logs in. If the user has been removed from a group, they have to log in so the sync can take place. If the user has been removed from AD altogether, an administrator has to log in to Oneflow and deactivate the user. Once the user has been deactivated, the system will remove them from the group/s.

Once group sync is enabled, only users belonging to a synced group can log in to Oneflow (your AD might have groups not synced with a Oneflow group). If there are users not belonging to synced groups that need to have access to Oneflow, there are four options:

• Add the users to Enforce SSO Exclusion (only if they already have Oneflow credentials).
• Add the users to one of the synced groups.
• Create a new group in AD, add the users, and sync it with a Oneflow group.
• Disable group sync from the account’s SSO configuration.
   

There might be technical reasons behind it, but chances are that there are no available seats in the account. If there are no seats available, your organization can deactivate another user or buy more seats.
 

They can log in directly to Oneflow. Please ask your CSM to enable JIT user creation for the account. Once enabled, users that are not registered in Oneflow (but registered in AD) can log in to Oneflow and have their Oneflow user created on their first login. Remember that the account has to have available seats for the user to be successfully created

Users can have a role both individually and within a group. In addition, users can belong to different groups and have different roles in those groups. If the number of group members requiring access is small, you can provide them with access individually. However, if the number of group members requiring access is large, it is better to create another group (both in AD and in Oneflow), sync them, and manage the access through the group.

The user needs to log in to Oneflow successfully, and then they will be added to the group automatically.