Contacting SignAndGo.

We answer by email, which means every question and answer is written down and nobody has to find a time that suits two diaries. Here is where to write, what to put in your message, an example of one that gets solved in a single reply, and when the person to ask is not us at all.

Where to write

For questions about using SignAndGo, a team or organisation enquiry, or anything about an envelope you sent, email sign@signandgo.com.au.

For a privacy request, such as asking what personal information we hold about you or asking for it to be corrected, email privacy@support.myandgo.com.au. Our privacy policy explains how those requests are handled.

What to include

A clear first message gets a clear first answer. The more of these you can give us, the fewer emails it takes.

• The email address you use for SignAndGo.
• The envelope's title, and roughly when it was sent.
• What you expected to happen and what happened instead.
• A screenshot, if something on screen looks wrong.
• Whether it is holding anyone up, so we know how to prioritise it.

An example of a message that gets solved in one reply

A property manager in Lower Hutt has a tenant who says the renewal never arrived. Her first draft read "signing isn't working, please help". This is the version that gets an answer straight away:

Subject: Tenant has not received envelope "Renewal, 14 Kauri Street". My SignAndGo login is the office address. I sent the envelope on Tuesday afternoon to one tenant, signers in order, with me countersigning. The envelope shows it as not opened. The tenant has checked her inbox and junk folder. Could you tell me whether it was delivered? She needs to sign by Friday.

Everything we need is there: who she is, which envelope, when, what she sees and what is at stake. Before writing, she could also have checked the tenant's email address on the envelope, because a misspelt address explains most "never arrived" cases and a fresh envelope to the right address fixes it at once.

If you were sent a document to sign

If someone sent you a document through SignAndGo and you have a question about what it says, ask the person who sent it. Their name and message are in the email you received. We provide the signing service, so we cannot change the document, explain its terms, or tell you whether to sign.

If the link will not open, make sure you are using the newest email from the sender, in case they sent the envelope again. If you think a clause is wrong, you can decline the envelope with a note, and the sender sees your reason straight away. If you signed something you should not have, tell the sender, who manages the envelope.

Before you write

Many how-to questions are answered on the questions page or in the help centre. Inside the app, the assistant can walk you through tasks such as placing fields or setting a signing order, at any time of day.

How replies work, and who you are dealing with

Replies come from a person, in writing, to the address you wrote from. If we need more detail, we ask for it in the same thread so the history stays together. For an urgent problem, such as a client waiting to sign before a settlement, say so in the subject line and we will look at it first.

SignAndGo is owned by Fintech Development Pty Ltd, and its details appear at the foot of every page of this site.