eSign documents not updating in Sympa after signing

Update timeline

1. identified Sep 14, 2026, 06:25 AM UTC

   Dear Customers, We have applied a fix for the eSign issue that began on Friday, September 11 at approximately 11:50 EETS. The main issue was addressed on Monday, September 14 at approximately 08:30 EETS. The issue affected the eSign process as follows: 1. Documents were successfully sent from Sympa to the eSign service. 2. Recipients were able to open and sign the documents in the eSign service. 3. After signing, information about the completed signing did not return to Sympa as expected. As a result, some signed documents remained incomplete in Sympa. Our team is monitoring the fix and handling the affected documents. If your documents were affected, please do not retry or resubmit them at this time. We are handling the affected documents for you, and no action is currently required from you. We will provide another update as soon as our monitoring and review of the affected documents have progressed. We apologize for the disruption and appreciate your patience. Your Sympa Team

2. resolved Sep 14, 2026, 11:45 AM UTC

   Dear Customers, The eSign disruption has been resolved, and the service has been restored to normal operation. New eSign documents are now being processed normally between Sympa and the eSign service. Our team is continuing to identify documents that were affected during the disruption between Friday, September 11 and Monday, September 14. We will correct the statuses of the affected documents as needed. If your document was affected during this period, no action is required from you at this time. Please do not retry or resubmit the document, as our team is handling the affected documents. We apologize for the disruption and appreciate your patience. Your Sympa Team

3. postmortem Sep 22, 2026, 05:49 AM UTC

   **What happened** Limited number of customers experienced a delay in the status updates of electronic signing \(e-signing\) documents. Specifically, between September 11 and September 14, document statuses from our e-signing vendors were not correctly reflected within Sympa. Limited number of customers and some documents were affected, primarily involving the e-sign vendor Scrive, with a few instances involving e-sign vendor Verified. **Why it happened** The issue was caused by a service interruption in our internal message processing system. A limit was reached, which prevented the system from receiving or processing new status updates from our e-signing partners. As a result, when vendors attempted to send document updates to Sympa, the information could not be recorded. Documents processing in e-signing partners system were not impacted and document statuses in Sympa side were fixed 21.9. **What we did** * **Immediate Fix:** We improved message processing system, which restored the system's ability to receive updates. * **Data Recovery:** We have identified all affected documents and have coordinated with our e-signing vendors to re-send the missing status updates to ensure all records are accurate. This fixes status of all documents which status was incorrect. This step was completed 21.9. * **Prevention:** We have found a root cause why the message volume increased and are implementing fixes and improving monitoring and automated alerts to prevent storage limits from being reached in the future. * **Communication:** We are directly contacted all the affected customers to provide specific updates regarding their documents. ‌ Your Sympa Team