Overview
Purpose of the Article
This guide explains what to do when a signing session is left incomplete—due to timeouts, failed authentication, disconnections, or user error—and how to reschedule or restart the session in Notary Hub.
Who Should Use This Guide
- Notaries managing sessions that were interrupted or left incomplete.
Key Takeaways
- Understand what causes a session to be marked "Not Completed" or "Terminated."
- Learn how to identify incomplete sessions on the "My Signings" page.
- Discover how to reschedule or delete a session from the “Not Completed” tab.
Prerequisites
Before taking action on an incomplete session, ensure:
- You are logged into Notary Hub with a notary account.
- You've had a session that was abandoned or terminated mid-session.
Step-by-Step Instructions
Identifying an Incomplete Session
| Instructions | Visuals |
|---|---|
| Go to the “My Signings” page from the main dashboard. |  |
| Select the “Not Completed” tab at the top. |  |
| Review the list of sessions that did not finish properly. Each listing will include session details. |  |
Rescheduling or Deleting a Session
| Instructions | Visuals |
|---|---|
| Click the incomplete session to bring up a side panel with additional details. |  |
| You can click “Reschedule This Signing” to propose a new date and time. |  |
| This will bring up a new side panel to enter a proposed date and time. |  |
| If the session is no longer needed, click “Delete Signing” to remove it from your list. |  |
| Notaries may also click "Comments" to leave a message for other participants or explain next steps. |  |
Common Causes of Incomplete Sessions
- Participant fails Knowledge-Based Authentication (KBA).
- ID verification does not pass within allowed retries.
- Internet or device issues prevent joining the session.
- Session times out after 90 minutes without completion.
- A notary or signer manually exits the session without finalizing.
Frequently Asked Questions
Q: What does “Not Completed” mean on the My Signings page?
A: It means the session was started but not successfully finalized within 90 minutes.Q: What does “Terminated” mean on the My Signings page?
A: It means the session was canceled mid-session by the notary or due to a technical failure.Q: Can I recover documents from a session that wasn’t completed?
A: Only uploaded files will remain; unsigned or incomplete documents are not finalized or valid.Q: Can I add new participants when rescheduling?
A: Yes, you can modify participants when rescheduling the session.Q: Does the signer need to complete authentication again?
A: Yes, all participants must complete authentication in each new session.Q: What if my signer’s link expired before they could join?
A: You can resend the invitation or reschedule the session to generate a new link.Q: Can I delete a session that was never finalized?
A: Yes, from the “Not Completed” tab, use the “Delete” option.
Q: Can I copy the same documents from an incomplete session to a new one?
A: Yes, you can re-upload the same documents or, if available, pull them from your Library if they were previously saved with annotations.Q: Do I need to reapply form fields after rescheduling?
A: Yes, if you create a new session, you'll need to reassign form fields. These are not automatically carried over from incomplete sessions unless saved in the Library.Q: Will guests receive a new link after I reschedule the session?
A: Yes, when you reschedule, Notary Hub will automatically send an updated invitation with a new access link.Q: Does the session timeout automatically after 90 minutes if incomplete?
A: Yes, sessions that are not finalized within 90 minutes are moved to “Not Completed.” You can still reschedule or delete them from that tab.Q: What happens if I accidentally close the session window before finalizing?
A: The session will remain active for a limited time. If not finalized within 90 minutes, it will move to “Not Completed,” but you can still access it and finalize if the time window hasn’t closed.Q: Do I need to notify participants manually when I reschedule?
A: No, Notary Hub automatically emails all participants when you reschedule the session. You can also leave a comment in the session to provide more context.Q: Can I finalize a session that was previously incomplete?
A: Only if the session is still within the 90-minute window and all required fields are complete. Otherwise, a new session will be needed.Q: What is the difference between “Terminated” and “Not Completed”?
A: “Terminated” means the session was actively ended by the notary or due to technical failure. “Not Completed” means the session timed out or was left idle for too long.