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Frequently asked questions

Password Management

I want to change my password but I have no access to the e-mail inbox

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


I forgot my password, how do I request a new one?

To reset your password, please follow the below steps:

  • Log out from the application

  • Click Forgot your password?, fill in your e-mail address, and click Send recovery email.

  • A link will be sent to your e-mail. Clicking it will reset your password and let you type in a new one.


How do I change my password?

To change your password, please follow he below steps:

  • Click on your name initials in the lower left corner and select My profile.

  • Go to the Profile tab and click Change password.

  • Change your password by selecting a new one, and use your old password to confirm the change.


Account management

As an administrator, can I view actions that a user performed in the account?

Yes, as an administrator, you can view account events in the audit log. You can view deleted contracts/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.


Our company has a subsidiary company, and we need to send contracts with the subsidiary company details; is it possible?

Absolutely! If you want to send contracts from different companies, you need to create a new Workspace for the subsidiary and then activate "branding" on that Workspace. All contracts sent from that Workspace will then have that company details. Read more about Workspace branding and how it is activated in this guide.


Can I see how many deals my team closes per month?

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. You can read more about the Oneflow dashboard in this guide.


Contract

Can I send a PDF for signing?

Absolutely! To send a PDF for signing, in the top left part of Oneflow, click New contract and then select Create blank. When an empty draft is created, click Upload PDF and then follow the usual flow by adding a counterpart and sending the contract for signing.


Does my counterpart automatically get a PDF copy of a contract when it's signed?

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 contract and download a PDF copy from the contract. You can also download and share the PDF from the contract owner's side.


Can I export several contracts at the same time?

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

If you want to export all contracts in the entire account, you can do so if you are an administrator under Admin > Account > Data management. You can read more about exporting in this guide.


My contract has expired; how do I extend the signing period?

You can extend the contract signing period in two ways. Either by opening the contract, pressing the cogwheel icon in the top right corner, and choosing a new due date. Or by clicking the action menu (3 dots) in the top right corner of the contract details, and choose Signing period. 
All contract roles, except for the Viewer role have the permissions to extend a contract's signing period.
Notice: please note that the system will notify your counterpart about the change.


Can I add a video to my contract?

Yes, you can add a video to your contract; please, make sure to add the video before you send the contract. 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.


Can I add more attachments to my contract?

Yes, it's possible to add more attachments in the Attachments section. If you hover over the Attachment section in the contract, a plus sign will appear on the left side. Click the plus icon to add more attachments.


Can I comment on a signed contract?

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


Can I edit a signed contract?

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


Can I edit comments after posting them?

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


Can I import an already signed contract?

Yes, you can import a signed contract by going to the Contract tab and clicking the Import signed contract button at the top right. You can read more about importing contracts to Oneflow in this guide.


My counterpart hasn't opened the contract yet, but they have left a comment. How?

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


Can I copy and paste an image into my contract?

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


My counterpart has signed the contract, but suddenly it looks like the contract is unsigned from the counterpart's side again.

In this case, the signatures have probably been reverted by another participant's change made after signing. If you change the contract, all signatures will get reverted, and the contract 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 contract.



Workspace

How do I grant Workspace access to a user?

To grant access to a Workspace, go to the Admin icon at the bottom left part of the Oneflow app, then click  Workspaces. Click the Workspace you want to grant access to, then click Access > Grant user access. Select the user and the role they should have in that Workspace. To have full access to a Workspace, choose the Manager role. You can see all available roles and create new ones under Admin > Roles.


I have access to several Workspaces in the company. Can I get an overview of all the contracts in these Workspaces?

Yes, you can see all the contracts you have access to from all the Workspaces you have access to in our global search using the magnifying glass in the panel located on the leftside in Oneflow. You can read more about the global search in this guide.


Notifications

I get email notifications every time a colleague signs a contract. Can I turn these notifications off?

Absolutely! You can choose which notifications you want to receive. To deactivate notifications, click your initials at the bottom left corner of Oneflow, and then click My Profile and choose Notifications. There, you will be able to deactivate notifications you no longer want to receive.


Can I turn on/off a recipient’s notifications?

No, but they can do it themselves by clicking Options in the bottom right corner of their contract view. However, if they turn off notifications they will no longer receive any information about updates in the contract.


Email

I'm trying to invite a colleague, but I get an error message that says the email address is already registered; however, we don't have any users with that email address. Why do I get that error message?

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.


Can emails from Oneflow end up in the counterpart's spam filter?

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.


My counterpart says they have not received the email with the contract link. Is it possible to send the link in a separate email?

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 three dots menu icon at the top right part of the contract and clicking Send reminder. The system will send a new email to all participants who have not yet signed the contract.


I have multiple counterparts in my contract and one of the counterparts does not receive the email with the contract link. They have checked their spam folder and no email can be found. What should they do?

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

  • The contract 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 contract before the second counterpart gets the email. 
  • The counterpart's mailbox might be full, preventing them from receiving more emails. 


SSO

I have an active session in IDP, but every time I try to log in to Oneflow, I have to provide my IDP credentials. Is it possible to log in once and keep being logged in?

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


Our organization has enabled Enforce SSO, and it is the first time I am signing in. When I enter my email address at https://app.oneflow.com, I can’t sign in because I do not have a Oneflow password.

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.


Our organization has enabled Enforce SSO, but we have some users that would like to use their Oneflow credentials. Is it possible?

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.


We created a user through SSO, so they do not have Oneflow credentials. How can they obtain Oneflow credentials?

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.


We have JIT user creation and group sync enabled, and one of our users (that did not belong to the synced group on the IDP’s side) tried to log in. They got the error message ‘Login disabled’. After adding the user to the synced group on IDP’s side, it is still not working. What can we do?

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.


We have group sync enabled. When we add/remove users from the groups in IDP, we do not see the changes in Oneflow. Why?

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.


We recently removed a user from AD, but the user is still in a synced group in Oneflow. Why?

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.


We recently enabled group sync, and now some users cannot log in to Oneflow.

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.


We have added a new user to AD in our organization, but they cannot log in, although it has worked previously with other users. Why can’t our new user log in?

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.


We have many users in our AD. Do we have to invite every user using the Invite user function in Oneflow? Is there any other way they can log in to Oneflow directly?

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.


There is a synced group with many members, and we want to provide access to some members but not to others. How can we do this?

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.


We recently added a new user to a group in AD synced to a group in Oneflow. However, the user has not been added to the group in Oneflow. Why?

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


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