📄 Troubleshooting & FAQs

7.1 I Didn't Receive My Signature Confirmation — What Now?

If you haven't received your digital signature confirmation, please check the following:

  • WhatsApp Access: Ensure you have access to the WhatsApp number used during onboarding.
  • Network Connection: Verify that you have a stable internet connection.
  • Message Delays: Allow up to 5 minutes for the confirmation message to arrive.
  • Spam or Archived Messages: Check if the GenieSign message was accidentally archived, muted, or marked as spam.

If the issue persists, contact your HR department or reach out to GenieSign Support.


7.2 Common Errors & How to Fix Them

Error Message

Possible Cause

Suggested Fix

Cannot Find Signature Data

Signature process was incomplete

Restart the signature process on WhatsApp.

Certificate Expired or Not Trusted

Outdated or missing certificate

Update Adobe's trusted root certificates.

Message Not Delivered (WhatsApp)

Poor internet or blocked number

Reconnect to internet and ensure the number isn’t blocked.

7.3 How Will I Know the Documents I Attached Are Not Valid, and What Should I Do Next?

GenieSign automatically checks your uploaded ID or supporting documents during onboarding. If the document is not accepted:

✅ You’ll be notified:

  • Via WhatsApp indicating the issue.
  • A message may specify the reason (e.g., blurry image, expired ID, wrong file format).
  • An error banner may also appear in your onboarding dashboard.

🔄 Next Steps:

  1. Double-check the document format and quality.
  2. Re-upload a clear, valid copy of the required ID.
  3. If unsure, contact your HR manager via WhatsApp or GenieSign Support for guidance.

Tip: Ensure the document is fully visible, readable, and not altered in any way.


7.4 Contacting GenieSign Support

If you're unable to resolve any issue, our support team is here to help.

  • 📧 Email: support@geniesign.io
  • 💬 Live Chat: Available during working hours via geniesign.io
  • 📱 WhatsApp: Reply directly via your onboarding chat
  • 📎 Attachments: Include error screenshots or relevant files when emailing us for faster resolution

7.5 How to Report a Security Issue

GenieSign takes security seriously. If you suspect a security concern:

  1. Do not share sensitive information publicly.
  2. Email your report to: support@geniesign.io
  3. Include:
    • A clear description of the issue
    • Steps to reproduce (if applicable)
    • Your contact details for follow-up
  5. Our team will respond within 48 hours of receiving the report.

If you have any further questions, please visit our Help Center or contact GenieSign Support.