This article contains frequently asked questions (FAQ's) for investors and advisers regarding signing a document via an email link.
The FAQs in this article help troubleshoot issues investors or advisers may encounter while completing the steps to sign the application form sent to them via email.
Frequently Asked Questions
I haven't received an email link. What should I do?
If you haven't received an email to sign your application:
Check both your Junk or Spam folder to ensure if hasn't landed in either of those folders.
- Confirm the email address(and associated spelling) entered at the time of application.
- If the email address is incorrect, a new application will need to be completed.
- If you've completed the above steps and you still cannot locate the email, contact Connexian Support directly to assist.
I'm having trouble viewing your application
If you have previously enlarged the view within your browser, some elements and buttons during the investment application process may be hidden due to the enlargement.
You can easily resolve this issue by updating your settings and zooming out.
In your browser, select the three dots within the menu panel and then select the - (minus) button until the finalise button appears.
Once you have completed the process, you can update your settings by following the same steps and increasing the Zoom (+).
Why can’t I verify my date of birth?
The date of birth entered at the time of application must match what is entered by the signatory. If the wrong date of birth was entered, a new application will need to be submitted.
I did not receive an SMS to verify my phone number. How do I check if an SMS was sent?
If there was an error in the phone number at the time of application, an SMS will fail to be sent. In this instance, a new application will need to be completed.
How do I update details on an application?
If you note an error in the information provided during your review of the application form, you will need to contact your adviser as it may need to be either:
- re-completed (e.g. if the TFN or entity name displayed is incorrect), or
- updated external to Connexian (e.g. directly with the registry in the case of a telephone number or email address).
How do I view the signed documents?
After all documents have been signed, you will have the option to create an account to view their signed documents (see Creating Your Connexian Account for assistance).
Why do I need to create a Connexian Account to view document/s I've signed?
By creating a Connexian Account, you can view your signed documents in a secure environment. As a security measure, Connexian does not send documents via email to protect the investors personal information.
I'm an adviser and don't see the option to nominate a signatory to sign without an account.
Ensure that you have created a Connexian Professional Account and that you are logged in to it. if you are logged into your account and still can't see the option, it may not be enabled by the product issuer. Contact the product issuer or Connexian Support for further assistance and confirmation of availability.