Issues with the eSign (Scrive) service

Update timeline

1. investigating Mar 23, 2026, 02:39 PM UTC

   Dear Customer, We are currently experiencing issues with the eSign (Scrive) service. Our technical team is actively investigating the problem and working on a resolution. We will provide updates as soon as more information becomes available. Thank you for your patience. Your Sympa Team

2. identified Mar 23, 2026, 03:46 PM UTC

   The issue affecting the eSign (Scrive) service has been identified. Our partner is actively working on resolving it, and the service is expected to be restored within 10–15 minutes. We will continue to monitor the situation and provide updates as needed. Your Sympa Team

3. monitoring Mar 23, 2026, 04:11 PM UTC

   Our partner has deployed a fix, and the eSign (Scrive) service is now operating normally. We will continue to monitor the situation. Your Sympa Team

4. monitoring Mar 23, 2026, 09:02 PM UTC

   The major issues affecting the eSign (Scrive) service have now been resolved, and the service is largely operating normally. However, we are still observing occasional errors in rare cases. Our partner is continuing to work towards a full resolution. We will keep monitoring the situation closely and provide the next update by 12:00 EET tomorrow. Your Sympa Team

5. resolved Mar 24, 2026, 02:19 PM UTC

   Dear Customer, The issue affecting the eSign (Scrive) service has now been resolved, and the service is operating normally. The root cause was identified and corrected by our partner. We apologize for the delay in communication and any inconvenience caused. Your Sympa Team

6. postmortem Apr 20, 2026, 06:12 AM UTC

   **What happened:** * Customers experienced issues with the eSign \(Scrive\) service, preventing some signing requests from being processed successfully * The incident was time-limited but resulted in a number of affected documents requiring manual review **Why it happened:** * The root cause was identified as a configuration error on our partner’s \(Scrive\) side * The issue was resolved once identified, restoring normal service **What we did:** * Worked closely with our partner to identify and resolve the issue as quickly as possible * Monitored the service to ensure stability after the fix was deployed * Identified affected documents and provided customers with a tool to efficiently review and reprocess them where needed