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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 administrator to contact 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:

  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.

How do I change my password?

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.

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 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.

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

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. 

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. 


Can I send a PDF for signing?


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

Does my counterpart automatically get a PDF copy of a document 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 document and download a PDF copy from the document. You can also download and share the PDF from the document owner's side.

Can I export several documents at the same time?

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.

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

You can extend the document signing period in two ways.

Archive view

Go to Documents > find your document in the archive.

Click on the action menu > Signing period.

A calendar will appear where you can select and confirm a new signing period.

Document view

Go to  Documents > Open your document > Click on Settings > Open Signing and security.

Change the date by clicking on the date underneath Signing period.

A calendar will appear where you can select and save a new signing period.

NOTE: please note that the system will notify all counterparties that has not signed about the change.

Can I add a video to my document?

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.

Can I comment on a signed document?

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

Can I edit a signed document?

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 copy 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.

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 Send button.

Can I import an already signed document?

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

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

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.

Can I copy and paste an image into my 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.

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

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.


How do I grant Workspace access to a user?
  1. Go to  Admin > Workspaces.
  2. Click on the action menu > Grant user access.
  3. Choose user and what role the user should have in the selected workspace > Confirm.

To have full access to a Workspace, choose the Workspace 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 documents in these Workspaces?

Yes, you can see all the documents 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 left side in Oneflow. 


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

Absolutely! You can choose which notifications you want to receive. 

  1. Go to My profile > Notifications > You will find a list of all notification events sorted by subject. 
  2. Click Edit > Choose the notifications you want to receive according to your needs > Confirm.

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

No, but they can do it themselves by clicking on More Options. However, if they turn off notifications they will no longer receive any information about updates in the document.


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, 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 document 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 action menu icon at the top right part of the document and clicking Message participants. The system will send a new email to all participants who have not yet signed the document.

I have multiple counterparts in my document and one of the counterparts does not receive the email with the document 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 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. 


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, 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

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, 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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