Resend the signature link to a customer

Re-send the same signature email to the customer when they say they didn't receive it, lost it, or you want it sent to a different address.

On commercial projects

this signature flow doesn't apply — commercial offers don't use e-signature. They're signed on paper: a manual PDF plus a scanned upload. See the commercial planning guide.

When you've sent an offer for signature and the customer hasn't acted on it, the most common next step is to resend the link: same offer, same PDF, fresh email. The Notify action handles that. If the customer needs to see a changed version of the offer, that's a different flow: withdraw the pending request and send a fresh one (see Revoke offer).

Who this is for

Account managers following up on pending signatures before the link expires.
Installer admins routing reminders when the customer says the email never arrived.
Field workers prompting on-site customers who lost the original link.

Before you start

A pending signature request must already exist on the offer. If you withdrew the original or it expired, send a fresh request instead. See Preview, variants, legal texts, and offer link validity.
Confirm the customer's email address on the request is correct. If the customer says they didn't receive it, a wrong address is the most common cause.
Decide whether you want to resend the same offer (Notify) or send an updated version (withdraw and re-send).

Resend the signature link

Open the offer in the Portal.
Go to Finalise > Signatures.
On the pending signature row, click Notify.
Confirm Send e-mail? in the dialog.

The customer gets a fresh email with the same link and the same PDF. The document they see is identical to the first email.

Note

The resent email reuses the same subject as the original send, "Your quote is ready" by default (German: "Ihr Kostenvoranschlag steht bereit"), or whatever your workspace set it to. If you want the customer to know a reminder is on its way, mention it in a separate channel: a chat message, a phone call, or a text.

When to send a fresh signature request instead

If you've edited the offer between sends (changed pricing, swapped variants, fixed a typo in the PDF), Notify is the wrong action. The pending request stays fixed to the offer as it was at the original send, so Notify emails the customer the earlier version.

For changes, the flow is:

Withdraw the pending signature request (see Revoke offer).
Edit the offer freely.
Send a fresh signature request from the Send for signature action.

The customer gets a new email with a new link and the updated PDF.

Confirm the reminder went out

After clicking Notify, check the offer's activities feed. You should see a Customer notification about signature request sent event with a timestamp. The send went out when that event appears.

Reonic records the send in the activity feed; delivery to the inbox depends on the customer's mail provider. If the customer says they still didn't get the resent email, check their spam folder first, then verify the email address on the request, then either Notify again or change the address and resend. See Track openings of offer for the full activity-feed events.

Things to know

The view count carries forward across resends. If the customer opened the original email five times before you resent, the count keeps going from there. Re-sending doesn't reset the open counter.
Reminders run on Notify. To nudge a customer before their link expires, notify them through this flow.
You can resend as many times as you want. Each Notify produces a fresh email send event in the activity feed.
The signature request itself doesn't change on Notify. Same link, same PDF. The customer's earlier link still works, so they can sign from either the first email or the reminder.
To customize the subject or message, set it when you send the request. Notify always resends the original email as-is.

Last updated on September 30, 2026