Q- My customer is unable to launch OneDoc, what should I do?

If you have come across an instance where your customer isn't able to launch OneDoc from their email, your reps might try to recreate and send another document, however, the same issue persists, here is why and what you can do- 

This error is due to the incorrect configuration of your email template. Refer to the OneDoc manual on how to configure an email template. 

If you have your documents already sent out, not to worry - 

• Make sure your email template is configured correctly, first.
• Please instruct the customer to enter the new passcode they receive. Request that they disregard the previous email.
• Similarly, notify the reps that they must regenerate the passcode for the documents they submitted previously in order to avoid the problem. The steps to regenerate the passcode are as follows.

1. Go to the related object

2. Go to the OneDoc tab

3. Expand the pdf by clicking the link

4. Click the lock icon to regenerate the passcode again.

 

 

• Finally, instruct the customer to click the proceed button and enter the new passcode they received in the new email.