How Can I Check Who Has Been Sent an Email on a Case?

Log into iGO e-App and navigate to the Email Sent screen. This displays a chart of all the signers that have been sent emails, and the date it has been sent.

What Should I Do If My Case Is Expired?

The agent needs to unlock the app, they cannot resend the email from the clickwrap admin, they will get an error “record is ineligible for resending.”

Please call support at 800-641-6557.

What Is My PIN, SSN, TIN?

The 4 digit e-Signature authentication number is pulled directly from information entered within the iGO e-App electronic screens. For example, the insured e-Signature credentials will typically be pulled from the social security field located on the Proposed Insured screen. For this reason, you may want to go back to that screen, and verify that the Insured’s SSN was entered accurately.

  1. The client’s authentication number may vary depending on their e-Signing role. For instance, an individual e-Signing on behalf of a corporation may be required to authenticate using the last digits of the Tax Identification Number. Typically, the consumer will use an SSN or TIN to access the e-Signature process.
  2. The agent will typically use the last four of their SSN to authenticate into the e-Signature process. It is possible that the agent was provided the opportunity to make up their own unique 4 digit PIN, in which case the PIN would be what was entered on the electronic e-Signature screens within iGO.

What Should I Do If I’m Locked Out from Entering Wrong PIN/SSN/TIN?

Consumers, Agents, and Case Managers are required to authenticate into the e-Signature process using a unique PIN, TIN, SSN. Each e-Signer is allotted 3 attempts to accurately enter their information. After 3 unsuccessful attempts, access to the e-Signature process is temporarily disabled. To resolve this issue, follow these instructions.

What Can I Do if the Agent or Client is Not Getting the Signature Email?

If the agent or client is not receiving the email, make sure they check their email junk/spam folder.

Note: If you are still unable to locate the signature email, please call support at 800-641-6557.

What if the Signing Party Declines to e-Sign?

Each e-Signing party is offered the opportunity to decline to e-Sign, therefore opting out of the e-Signature process. If a signing party declines, the current e-Signature process will be cancelled. Pending the reasons for why the e-Signer chose to decline, you may choose to re-initiate the e-Signature process by following the steps below:

  1. Log into your iGO e-App account and navigate to the My Cases screen.
  2. Click the name of the client you wish to re-initiate the e-Signature process for.
  3. Navigate to the Application tab located near the top of your page.
  4. Locate the lock boxes down the left side of the page, and scroll down to locate the validate and lock data screen or lock unlock data screen (this screen will have a green check mark next to it.)
  5. On that screen, click the Unlock button.
  6. Once the application has been unlocked, you may navigate through the electronic screens and make changes to the application, if needed. Note: You may have to click through each of the electronic screens to re-validate and regain your green check marks.
  7. Once you have completed making any changes and have re-validated all application and forms screens, you may lock the application and proceed through the remaining screens to resend all consumer emails.

What Can I Do If My Client Has Signed, But I Am Not Yet Able To?

In cases such as these, it is important to note that there are many roles involved in the e-Signature process. All roles (such as proposed insured, payor, owner…etc.) must complete the e-Signature process before the agent can sign.

Therefore, it is possible that the client has signed, but the agent is not yet able to because one of the other roles has not yet completed the e-Signature process.

Can Different Roles Use the Same Email when Signing an Electronic Application?

No. When using clickwrap, or electronically signing an application via e-mail, each person or party signing must have a separate and unique e-mail address. Therefore, two different people in two different roles (e.g. the primary insured and the owner), cannot use the exact same e-mail address for the signature process.



The below scenario will not work because both individuals are attempting to use the same email address.


Primary Insured: Mary Smith


Owner: John Smith



The below scenario will work because each person is using a unique email address.


Primary Insured: Mary Smith


Owner: John Smith