NOTE: This PDF is no longer being maintained. For the latest updates, please refer to our Community Portal. OneSpan Sign Email Customization Guide
Date: January 28, 2020
Version: OneSpan Sign 7.2 Copyright Notices
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Date: January 28, 2020 CONTENTS
1 Introduction 1
2 Ways of Sending Emails 2
3 Supported Languages 3
4 Alternate Ways of Sending Emails 4
4 Using DKIM and SPF 6
4.1 Domain vs. Single Email Address Verification 8
4.2 Enabling DKIM Signing 9
4.3 Enabling SPF Authentication 10
4.4 Enabling DKIM Authentication 11
4.5 Validating DKIM 12
4.6 Determining Amazon SES IP Addresses 13
4.7 DKIM Bounce Email Header Sample 14
5 List of Templates 20
5.1 email.account.invitation 22
5.2 email.activate 24
5.3 email.attachment.rejected 26
5.4 email.attachment.uploaded 28
5.5 email.blacklisted 30
iii Email Customization Guide 5.6 email.bounced 32
5.7 email.bulk.send.completed 34
5.8 email.bulk.send.error 36
5.9 email.callbackFailure 38
5.10 email.complaint 39
5.11 email.complete 41
5.12 email.decline 43
5.13 email.evidence.summary 45
5.14 email.expire 47
5.15 email.expire.warning 48
5.16 email.forgot.password 50
5.17 email.kba.failure 52
5.18 email.lock.signer 54
5.19 email.login.lockout 56
5.20 email.notify 57
5.21 email.notify.mobile 59
5.22 email.oauthFailure 61
5.23 email.ofac.event 62
5.24 email.ooto (Out of the Office) 64
5.25 email.opt.out 66
5.26 email.password.expiry.warning 68
5.27 email.plan.purchase 69
5.28 email.ready.to.complete 71
iv Email Customization Guide 5.29 email.reassign.newSigner 73
5.30 email.reassign.sender 76
5.31 email.remind.signer 78
5.32 email.signup 80
5.33 email.transaction.complete 82
5.34 email.unlock.signer 84
v Email Customization Guide Introduction 1
The product called OneSpan Sign provides a complete e-signature platform for the Web, including preparing, distributing, reviewing, signing, and downloading doc- uments.
Owners of OneSpan Sign Accounts can fully customize all emails sent by the sys- tem to end-users and administrators. Using OneSpan Sign variables, the Subject, Body, and To fields of each email template can be customized for each language supported by OneSpan Sign.
NOTE: If you are the owner of a SaaS account, customizing your email templates must be done with help from our Support Team.
This rest of this document discusses the following aspects of customizing emails:
l Ways of Sending Emails on page 2
l Supported Languages on page 3
l Alternate Ways of Sending Emails on page 4
l Using DKIM and SPF on page 6
l List of Templates on page 20
1 Introduction 1 Email Customization Guide Ways of Sending Emails 2
Emails can be sent in either plain-text or HTML format.
For HTML emails, OneSpan Sign can either host images or include external ref- erences to resources. If you use external references, your email body must contain valid URL links that point to servers in your organization.
An HTML email's direct links to your transactions and documents should work in the following email clients:
l Gmail, Yahoo (no rounded corners)
l iOS Mail Client
l Hotmail, Outlook.com
l Microsoft Outlook 2000 to 2013
l Android 2.3+ Mail Client
l Gmail Mobile App
l Windows Phone 7
l Lotus Notes 8+
l BlackBerry 5+
l AOL Mail
l Outlook Web App / Office 365 (no rounded corners; only the text is clickable)
For more ways to send emails, see Alternate Ways of Sending Emails on page 4
2 Ways of Sending Emails 2 Email Customization Guide Supported Languages 3
OneSpan Sign email templates are available in the following languages:
Language Value in the Code
English [en] Français (French) [fr] Dansk (Danish) [da] Deutsch (German) [de] Español (Spanish) [es] Ελληνικά (Greek) [el] Italiano (Italian) [it] Nederlands (Dutch) [nl] Português (Portuguese) [pt] Pусский (Russian) [ru] 中 文 简 体 (Chinese - Simplified) [zh-cn] 中 文 繁 體 (Chinese - Traditional) [zh-tw] 日 本 語 (Japanese) [ja] 한 국 어 (Korean) [ko]
3 Supported Languages 3 Email Customization Guide Alternate Ways of Sending Emails 4
Emails can be sent from OneSpan Sign in three alternate ways:
l Using OneSpan Sign's Email Server: This is the default method. It requires no changes to your account.
l Using a Custom SMTP Server: In this case, the customer must specify the fol- lowing information:
{ "email.smtp.host": "", "email.smtp.port": "", "email.username": "", "email.password": "", "email.smtp.ssl": "false/true", "email.smtp.tls": "false/true" }
l Using OneSpan Sign's Email Server with DomainKeys Identified Mail Signing (DKIM). This method supports both DKIM and SPF authentication. Unlike the Custom SMTP Server method, this approach doesn't require the creation of a special server account for OneSpan Sign. However, additional fees apply; for details, please contact your Professional Services Consultant.
TIP: The Custom SMTP Server and DKIM Signing methods both enable the From field to be configured with the customer's email address when emails are sent.
4 Alternate Ways of Sending Emails 4 Email Customization Guide NOTE: If a Custom SMTP Server is used, all email bounce-backs must be handled by the customer.
4 Alternate Ways of Sending Emails 5 Email Customization Guide Using DKIM and SPF 4
DomainKeys Identified Mail (DKIM) and Sender Policy Framework (SPF) are stand- ards that enable OneSpan Sign to send emails on behalf of a customer in a way that can be validated by a recipient's Email Service Provider. Specifically, the provider can perform the following verifications of such email messages:
l DKIM authenticates the message body and headers against the FROM header domain.
l SPF authenticates the IP address that originated the SMTP connection.
Any OneSpan Sign account can be configured to use DKIM. However, doing so requires modifications to the account owner’s Domain Name System (DNS) entries. Specifically, the account owner must add a Sender Policy Framework (SPF) record as a “txt” record to their DNS entries.
NOTE: OneSpan supports both DKIM and SPF authentication. However, DKIM con- figuration and validation can occur only on certain dates. This activity requires OneSpan Sign's Cloud Operations team to do manual system configuration. To learn the next avail- able dates, please contact your Professional Services Consultant.
Enabling DKIM with OneSpan Sign provides the following features:
l Ability to change the "FROM" email address to be an email address of your choice: By default, all emails sent from OneSpan Sign use an @onespan.com From email address. Enabling DKIM with OneSpan Sign will ensure that emails are not marked as SPAM when they are sent by a custom domain.
4 Using DKIM and SPF 6 Email Customization Guide l Out-of-the-box Email Bounce Back handling: OneSpan Sign's default email bounce- back behaviour will apply.
NOTE: When sending an email on behalf of your domain, OneSpan Sign configures the email's headers to ensure that the replies on bounce-back are routed to OneSpan Sign, independent of the email's FROM field.
OneSpan Sign sends your emails from a "Mail-From" domain that its mail server owns. By enabling DKIM, your emails will pass SPF authentication.
The rest of this section discusses the following:
l Domain vs. Single Email Address Verification on page 8
l Enabling DKIM Signing on page 9
l Enabling SPF Authentication on page 10
l Enabling DKIM Authentication on page 11
l Validating DKIM on page 12
l Determining Amazon SES IP Addresses on page 13
l DKIM Bounce Email Header Sample on page 14
4 Using DKIM and SPF 7 Email Customization Guide 4.1 Domain vs. Single Email Address Verification
Domain Verification (Recommended) Single Email Address Verification
Enables Amazon SES to send emails from Enables Amazon SES to send emails only any email address within the verified domain from the verified email address. This address will be used as the FROM address in all OneSpan Sign email templates.
4 Using DKIM and SPF 8 Email Customization Guide 4.2 Enabling DKIM Signing
DKIM entries enable a message's content to be encrypted to ensure that no one has tampered with it. DKIM entries are provided by OneSpan Sign in the form of a .csv file.
When Domain Verification is used, entries consist of a txt entry and three CNAME entries. When Single Email Address Verification is used, entries consist of only the three CNAME entries.
Here are some examples of possible CNAME entries:
Reco- Record name rd Record value type
b2n- CNA- b2n- pb3nxdsb- ME pb3nxdsb- hzcbsab2npbrsknzg7gyl._ hzcbsab2n- domain- pbrsknzg7gyl.dkim.amazonses.com key.us.mydomain.com ft6st3nxdsb- CNA- ft6st3nxdsb- hzcbsapghm5f7xbpakw4e._ ME hzcb- domain- sapghm5f7xbpakw4e.dkim.amazonses.com key.us.mydomain.com 6yg63nxdsb- CNA- 6yg63nxdsb- hzcbsappqtz7jdx32pixgf._ ME hzcb- domain- sappqtz7jdx32pixgf.dkim.amazonses.com key.us.mydomain.com
4 Using DKIM and SPF 9 Email Customization Guide 4.3 Enabling SPF Authentication
SPF authenticates the IP address that originated the SMTP connection. A text entry, like the one below for an SPF record, must be added in the DNS.
Reco- Record name rd Record value type
your- TXT amazonses:bWLeUdKqqcJUNN2uOUPb- domain.com kMbCfYh5lvskugetbjLlHOc=
TIP: If an SPF record already exists, the “include:amazonses.com” clause can be added, separated by spaces. For example:
“v=spf1 include:mail.silanis.com include:amazonses.com –all”
The “-all” option specifies that all sources not in the SPF record should be rejec- ted. Using the “~all” option would validate but not reject other servers.
4 Using DKIM and SPF 10 Email Customization Guide 4.4 Enabling DKIM Authentication
If you want to enable DKIM email authentication, you must work with your Sales Representative to purchase the service. In particular:
1. Once a technical consultant has been assigned to help you, you will be asked to provide a domain or single email address to be verified. OneSpan recom- mends that you provide the domain from which your emails will be sent.
NOTE: For Single Email Address Verification, ensure that you have access to the relevant email address. To complete the verification process, you will be sent an email from Amazon SES. Click the link in that email.
2. OneSpan Sign will provide you with the DKIM entries that you will use to update your DNS entries.
3. Add these DKIM entries in the verified domain’s DNS from which you want to send emails. DKIM won't work unless the DNS entries are updated.
CAUTION: If you don't update your DNS entries within 72 hours, you will need to restart this process.
4. Once you have added your DKIM entries to your DNS, OneSpan will send you confirmation that the configuration has been completed.
5. Log into your OneSpan Sign account to create and send a test transaction. Verify that the FROM email address in the invitation email is the one provided in Step 1.
NOTE: When sending an email on behalf of your domain, OneSpan Sign configures the email's headers to ensure that the replies on bounce-back are routed to OneSpan Sign, independent of the email's FROM field. OneSpan Sign sends your emails from a "Mail-From" domain that its mail server owns. By enabling DKIM, your emails will pass SPF authentication.
4 Using DKIM and SPF 11 Email Customization Guide 4.5 Validating DKIM
To verify that customers have correctly entered the CNAME records in their DNS, the following validation command can be run (using dig):
dig abcdid312345gqbihlw2pjuhfgdd._domainkey.yourdomain.com cname
If the command has run successfully, you should get something like the following feedback — ANSWER: 1. If you get ANSWER: 0, the configuration is incorrect or has not propagated yet.
; <<>> DiG 1.22.5-P3-RedHat-1.23.6-2.P3.fc24 <<>> abcdid312345gqbihlw2pjuhfgdd._domainkey.yourdomain.com cname ;; global options: +cmd ;; Got answer: ;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 51181 ;; flags: qr rd ra; QUERY: 1, ANSWER: 1, AUTHORITY: 0, ADDITIONAL: 1
A useful reference is:
l https://help.dyn.com/how-to-use-binds-dig-tool/
4 Using DKIM and SPF 12 Email Customization Guide 4.6 Determining Amazon SES IP Addresses
The following blog describes how to determine the outgoing IP addresses used by Amazon SES:
l https://aws.amazon.com/blogs/ses/amazon-ses-ip-addresses/
4 Using DKIM and SPF 13 Email Customization Guide 4.7 DKIM Bounce Email Header Sample
Code example
Received: from BY1PR0701MB1381.namprd07.prod.outlook.com (10.160.109.149) by DM2PR0701MB1389.namprd07.prod.outlook.com (10.161.251.153) with Microsoft SMTP Server (TLS) id 15.1.409.15 via Mailbox Transport; Wed, 17 Feb 2016 19:40:38 +0000 Received: from DM2PR07CA0028.namprd07.prod.outlook.com (10.141.52.156) by BY1PR0701MB1381.namprd07.prod.outlook.com (10.160.109.149) with Microsoft SMTP Server (TLS) id 15.1.409.15; Wed, 17 Feb 2016 19:40:37 +0000 Received: from BY2FFO11OLC011.protection.gbl (2a01:111:f400:7c0c::143) by DM2PR07CA0028.outlook.office365.com (2a01:111:e400:2414::28) with Microsoft SMTP Server (TLS) id 15.1.409.15 via Frontend Transport; Wed, 17 Feb 2016 19:40:36 +0000 Authentication-Results: spf=pass (sender IP is 54.240.8.19) smtp.mailfrom=amazonses.com; silanis.com; dkim=pass (signature was verified) header.d=mydomain.com;silanis.com; dmarc=pass action=none header.from=mydomain.com; Received-SPF: Pass (protection.outlook.com: domain of amazonses.com designates 54.240.8.19 as permitted sender) receiver=protection.outlook.com; client-ip=54.240.8.19; helo=a8-19.smtp-out.amazonses.com; Received: from a8-19.smtp-out.amazonses.com (54.240.8.19) by BY2FFO11OLC011.mail.protection.outlook.com (10.1.15.22) with Microsoft SMTP Server (TLS) id 15.1.415.6 via Frontend Transport; Wed, 17 Feb 2016 19:40:35 +0000 DKIM-Signature: v=1; a=rsa-sha256; q=dns/txt; c=relaxed/simple; (3) s=y6oinrvtzki6qrnrbysmfhmohrt5jed5; d=mydomain.com; t=1455738033; h=Date:From:To:Message-ID:Subject:MIME-Version:Content- Type;
4 Using DKIM and SPF 14 Email Customization Guide bh=tUqNZJ345kHNrop1Hd1cRWkwwGoS8Zgm4DEr/TqLJb8=; b=GiME5e7JxB97jYMMQFrxK6BDQSmghJ6NIFwxSV8wlXkhoP2eAz8+N3fM5q /iWtTI
3VUuPa7PRAkcVvtG8TcLHYagY+0i5xPoc0LPGNsKjY38/PZyyQgNjPN+RRGu 4L38mfz ouk1YL3g8xJQmeLUUVqZzJykdgQAul4p5w2Wx9D4= DKIM-Signature: v=1; a=rsa-sha256; q=dns/txt; c=relaxed/simple; (4) s=ug7nbtf4gccmlpwj322ax3p6ow6yfsug; d=amazonses.com; t=1455738033; h=Date:From:To:Message-ID:Subject:MIME-Version:Content- Type:Feedback-ID; bh=tUqNZJ345kHNrop1Hd1cRWkwwGoS8Zgm4DEr/TqLJb8=; b=D6d+iaPdZtPeOAPRnYmmFE0UAWfTkiZ+4H8us4NY+Kst5IAToRhkQL7DPv /YBK/4
RP60r2ydUBRYBKwySfuTs5AUeNim+fjrsgNbf1Q85yurM4/oJaRFmUEc+XuF LALXlxZ gwZY1IcaAZ9U9NZ6RIt7HC5xRhUiFxf7RHinb2xs= Date: Wed, 17 Feb 2016 19:40:33 +0000 From: mydomain Treasury & Payment Solutions
4 Using DKIM and SPF 15 Email Customization Guide (19580395003)(5008740100001)(10130500003)(90596001) (106466001)(6806005)(110476001)(229853001)(84326002) (64544003)(4001070100004)(104766002)(5001970100001) (107886002)(15650500001)(10300500001)(10770500004)(2476003) (620700001)(4290100001)(92566002)(956001)(10290500002) (4610100001)(54356999)(33646002)(15975445007)(5000100001) (18206015028)(77096005)(4001450100002)(450100001)(1580400003) (50986999)(586003)(270700001)(94776002)(42882005) (95006001);DIR:INB;SFP:;SCL:1;SRVR:BY1PR0701MB1381;H:a8- 19.smtp- out.amazonses.com;FPR:;SPF:Pass;MLV:sfv;A:1;MX:1;LANG:en; X-DkimResult-Test: Passed X-Microsoft-Antispam: UriScan:;BCL:5;PCL:0;RULEID: (8251501001)(3001015)(3010001)(71701003) (71702001);SRVR:BY1PR0701MB1381; X-MS-Office365-Filtering-Correlation-Id: 0d001963-4797-48b5- fc73-08d337d234cb X-MS-Exchange-Organization-AVStamp-Service: 1.0 X-Exchange-Antispam-Report-Test: UriScan:; X-Exchange-Antispam-Report-CFA-Test: BCL:5;PCL:0;RULEID: (601004)(2401047)(13018025)(13023025)(13024025)(8121501046) (13016025)(10201501046) (3002001);SRVR:BY1PR0701MB1381;BCL:5;PCL:0;RULEID:;SRVR:BY1P R0701MB1381; X-MS-Exchange-Organization-SCL: 1 SpamDiagnosticOutput: 1:5 SpamDiagnosticMetadata: 00000000%2D0000%2D0000%2D0000%2D000000000000 SpamDiagnosticMetadata: 5 X-MS-Exchange-CrossTenant-OriginalArrivalTime: 17 Feb 2016 19:40:35.5163 (UTC) X-MS-Exchange-CrossTenant-Id: 1ad27fb0-57cc-4272-a834- fe2500e4c569 X-MS-Exchange-CrossTenant-FromEntityHeader: Internet X-MS-Exchange-Transport-CrossTenantHeadersStamped: BY1PR0701MB1381 X-MS-Exchange-Organization-AuthSource: BY2FFO11OLC011.protection.gbl X-MS-Exchange-Organization-AuthAs: Anonymous X-MS-Exchange-Transport-EndToEndLatency: 00:00:03.1376165 X-Microsoft-Exchange-Diagnostics:
1;BY2FFO11OLC011;1:JNUR5hnFjemX+1dBC1rRZOnnWpWy4fC6RFsq6ezBX iheMk3adVUFPP6KJ1EAJUWR+x2PC6ikFhW3v2tH3ycG4QYZUBEccjA/B+/UK gW6IGpbzXtKW7KP+tocl8FNueGAaIwXl0NCCSU2CUpJno8czg520dO/EjaiC
4 Using DKIM and SPF 16 Email Customization Guide rRCu6bZnC7sMFuh0vpOn1gSAUrJCSJui+TnL0QRamOJFeiRBT6N1vrAtUUnn pBiexw3PIVGFAkgWbsTkU9McA2no6WIcX7FtPLxePuy0ntqhMEDLydzrM9NE y3wuxHD9uYIPzla4VcAxH7YMEKEy7BBlFHwRBQKPyJ1MpB/6e4oe/AE/Nxdh Xw1pg0zAlr8tsbn3voFNFCo/GQ27LN1lKoVDgmjKgT2/pHr4LXssBvHLObQc Ta4xCKO26phA6DYrrQ7YRrXs/d5slp5XhJwhXt4ZluKow+g X-Microsoft-Exchange-Diagnostics:
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4 Using DKIM and SPF 19 Email Customization Guide List of Templates 5
OneSpan Sign’s email templates include the following:
l email.account.invitation on page 22
l email.activate on page 24
l email.attachment.rejected on page 26
l email.attachment.uploaded on page 28
l email.blacklisted on page 30
l email.bounced on page 32
l email.bulk.send.completed on page 34
l email.bulk.send.error on page 36
l email.callbackFailure on page 38
l email.complaint on page 39
l email.complete on page 41
l email.decline on page 43
l email.evidence.summary on page 45
l email.expire on page 47
l email.expire.warning on page 48
l email.forgot.password on page 50
5 List of Templates 20 Email Customization Guide l email.kba.failure on page 52
l email.lock.signer on page 54
l email.login.lockout on page 56
l email.notify on page 57
l email.notify.mobile on page 59
l email.oauthFailure on page 61
l email.ofac.event on page 62
l email.ooto (Out of the Office) on page 64
l email.opt.out on page 66
l email.password.expiry.warning on page 68
l email.plan.purchase on page 69
l email.ready.to.complete on page 71
l email.reassign.newSigner on page 73
l email.reassign.sender on page 76
l email.remind.signer on page 78
l email.signup on page 80
l email.transaction.complete on page 82
l email.unlock.signer on page 84
NOTE: All email templates are enabled by default, but they can be selectively disabled.
5 List of Templates 21 Email Customization Guide 5.1 email.account.invitation
This template sends an email that invites a sender to join an existing OneSpan Sign account. The recipient will not be able to join if they are already a sender on another account.
The following is the default English email.account.invitation template used by OneSpan Sign:
Subject $SYSTEM_MESSAGE; invites you to register for a OneSpan Sign account
Body
Please click on the link below to register your FREE account.
REGISTER YOUR ACCOUNT
Check out these handy resources to help you get started with OneSpan Sign:
1. Watch the tutorial video to learn how to get your first transaction out for e-signing.
2. Visit the OneSpan Sign Support Center to explore features to enhance the way you use OneSpan Sign
Thank you,
The OneSpan Team
Variables
5 List of Templates 22 Email Customization Guide Variable Definition $LINK_URL URL of the package (in OneSpan Sign) $SYSTEM_ This "system message" is the name of the inviter. MESSAGE $SUPPORT_ Customer Support's email address EMAIL $SUPPORT_ PHONE_ Customer Support's phone number NUMBER A set of CSS attributes provided by the platform. As of OneSpan Sign 11.19, the value of this variable is: "font-family:monospace;font-size:13.3333px;font-weight:400;font- $EMAIL_ style:normal;color:#444444;line-height:15px;text-align:start;vertical-align:- STYLE baseline;direction:ltr". You can override these style definitions by: (1) omitting the $EMAIL_STYLE variable from your message template; (2) including your own style definitions.
5 List of Templates 23 Email Customization Guide 5.2 email.activate
This template — also known as the invitation email — invites recipients to review or sign a package.
If a package is configured to use in-order signing, only the first signer will receive an invitation when the package is initially sent. The second and following signers will receive an invitation email when the previous signer has completed their part of the process.
What follows is the default English email.activate template used by OneSpan Sign.
Subject $PACKAGE_OWNER_NAME; has added you as a $RECIPIENT_ROLE; to"$PACKAGE_NAME;"
Body
Please review and complete "$PACKAGE_NAME;".
| GO TO DOCUMENTS |
$PACKAGE_MESSAGE;
Thank you,
The OneSpan Team
Variables Variable Definition $RECIPIENT_ Recipient's name NAME $RECIPIENT_ Recipient's role ROLE $PACKAGE_ Package’s name NAME $PACKAGE_ OWNER_ Package Owner's name NAME $PACKAGE_ Package message, if one is specified MESSAGE $LINK_URL URL of the package (in OneSpan Sign) $SUPPORT_ PHONE_ Customer Support's phone number NUMBER $EXPIRY_ Expiry date specified for the transaction DATE A set of CSS attributes provided by the platform. As of OneSpan Sign 11.19, the value of this variable is: "font-family:monospace;font-size:13.3333px;font- $EMAIL_ weight:400;font-style:normal;color:#444444;line-height:15px;text-align:start;ver- STYLE tical-align:baseline;direction:ltr". You can override these style definitions by: (1) omitting the $EMAIL_STYLE variable from your message template; (2) including your own style definitions.
5 List of Templates 25 Email Customization Guide 5.3 email.attachment.rejected
This template sends an email to a signer who uploaded a document attachment that was subsequently rejected by the package owner. The owner can provide an explanation for the signer.
What follows is the default English email.attachment.rejected template used by OneSpan Sign.
Subject The attachment uploaded to "$PACKAGE_NAME;" was rejected
Body
"$DYNAMIC_TOKEN_2;"
Please update "$PACKAGE_NAME;" with the required attachment.
| UPDATE ATTACHMENT |
5 List of Templates 26 Email Customization Guide
Thank you,
The OneSpan Team
Variables Variable Definition $RECIPIENT_ Recipient's name NAME $PACKAGE_ Package's name NAME $PACKAGE_ OWNER_ Package Owner's name NAME $DYNAMIC_ The file name of the document attachment TOKEN_1 $DYNAMIC_ The reason for rejecting the attachment entered by the package owner TOKEN_2 $LINK_URL URL of the package (in OneSpan Sign) $SUPPORT_ PHONE_ Customer Support's phone number NUMBER A set of CSS attributes provided by the platform. As of OneSpan Sign 11.19, the value of this variable is: "font-family:monospace;font-size:13.3333px;font- $EMAIL_ weight:400;font-style:normal;color:#444444;line-height:15px;text-align:start;ver- STYLE tical-align:baseline;direction:ltr". You can override these style definitions by: (1) omitting the $EMAIL_STYLE variable from your message template; (2) including your own style definitions.
5 List of Templates 27 Email Customization Guide 5.4 email.attachment.uploaded
This template sends an email to the package owner to inform them that a signer has uploaded an attachment to the package.
The following is the default English mail.attachment.uploaded template used by OneSpan Sign.
Subject Attachment uploaded to "$PACKAGE_NAME;"
Body
| GO TO DOCUMENTS |
If you experience any issues, please call us toll free at $SUPPORT_PHONE_ NUMBER;.
Thank you,
The OneSpan Team
5 List of Templates 28 Email Customization Guide
Variables Variable Definition $PACKAGE_ Package’s name NAME A set of CSS attributes provided by the platform. As of OneSpan Sign 11.19, the value of this variable is: "font-family:monospace;font-size:13.3333px;font- $EMAIL_ weight:400;font-style:normal;color:#444444;line-height:15px;text-align:start;ver- STYLE tical-align:baseline;direction:ltr". You can override these style definitions by: (1) omitting the $EMAIL_STYLE variable from your message template; (2) including your own style definitions. $RECIPIENT_ Recipient's name NAME $DYNAMIC_ The sender's name for the uploaded document TOKEN_1 $DYNAMIC_ Full name of the signer who uploaded the document TOKEN_2 $LINK_URL URL of the package (in OneSpan Sign) $SUPPORT_ PHONE_ Customer Support's phone number NUMBER
5 List of Templates 29 Email Customization Guide 5.5 email.blacklisted
This template sends an email to the package owner to inform them that a package signer has been blocked by OneSpan Sign. This occurs when messages sent to that signer's email address have bounced repeatedly.
What follows is the default English email.blacklisted template used by OneSpan Sign.
Subject Recipient email blocked for "$PACKAGE_NAME;".
Body
Please validate this email and contact the OneSpan Support Team at $SUPPORT_PHONE_NUMBER; if you wish to unblock it.
Thank you,
The OneSpan Team
Variables Variable Definition $PACKAGE_ Package's name NAME A set of CSS attributes provided by the platform. As of OneSpan Sign 11.19, the value of this variable is: "font-family:monospace;font-size:13.3333px;font- $EMAIL_ weight:400;font-style:normal;color:#444444;line-height:15px;text-align:start;ver- STYLE tical-align:baseline;direction:ltr". You can override these style definitions by: (1) omitting the $EMAIL_STYLE variable from your message template; (2) including your own style definitions.
5 List of Templates 30 Email Customization Guide Variable Definition $RECIPIENT_ Recipient's name NAME $FAILED_ RECIPIENT_ Name of the recipient who was blocked NAME $FAILED_ RECIPIENT_ Email address of the recipient who was blocked EMAIL $SUPPORT_ PHONE_ Customer Support's phone number NUMBER
5 List of Templates 31 Email Customization Guide 5.6 email.bounced
This template sends an email notification when an email sent to a signer was unable to reach its destination because the signer's email address was invalid. By default, the email is sent to the package owner.
NOTE: While email services must be configured via a generic SMTP server or Amazon SES, only the latter offers bounce-back functionality.
What follows is the default English email.bounced template used by OneSpan Sign.
Subject Mail delivery failed - we could not deliver the "$PACKAGE_NAME;" to $FAILED_RECIPIENT_ NAME; at $FAILED_RECIPIENT_EMAIL;
Body
Please log into your OneSpan Sign account and verify the email address. You may also want to reach out to your recipient to confirm the email address.
Thank you,
The OneSpan Team
Variables Variable Definition $RECIPIENT_ Recipient's name NAME $PACKAGE_ Package's name
5 List of Templates 32 Email Customization Guide Variable Definition NAME $FAILED_ RECIPIENT_ Name of the recipient whose email was not delivered NAME $FAILED_ RECIPIENT_ Email address of the recipient whose email was not delivered EMAIL $SUPPORT_ PHONE_ Customer Support's phone number NUMBER A set of CSS attributes provided by the platform. As of OneSpan Sign 11.19, the value of this variable is: "font-family:monospace;font-size:13.3333px;font- $EMAIL_ weight:400;font-style:normal;color:#444444;line-height:15px;text-align:start;ver- STYLE tical-align:baseline;direction:ltr". You can override these style definitions by: (1) omitting the $EMAIL_STYLE variable from your message template; (2) including your own style definitions.
5 List of Templates 33 Email Customization Guide 5.7 email.bulk.send.completed
This template sends an email to the package owner once the system has completed sending all packages for signing via a Bulk Sending process..
What follows is the default English email.bulk.send.completed template used by OneSpan Sign.
Subject Bulk Send for "$PACKAGE_NAME; - $DYNAMIC_TOKEN_1;" is complete
Body
$DYNAMIC_TOKEN_2;
You can view the template you used to Bulk Send "$PACKAGE_ NAME;" from the link below.
| GO TO TEMPLATE |
Thank you,
The OneSpan Team
5 List of Templates 34 Email Customization Guide
Variables Variable Definition $RECIPIENT_ Recipient's name NAME $PACKAGE_ Package's name NAME $DYNAMIC_ The date the package is set to expire TOKEN_2 $LINK_URL URL of the package (in OneSpan Sign) $SUPPORT_ PHONE_ Customer Support's phone number NUMBER A set of CSS attributes provided by the platform. As of OneSpan Sign 11.19, the value of this variable is: "font-family:monospace;font-size:13.3333px;font- $EMAIL_ weight:400;font-style:normal;color:#444444;line-height:15px;text-align:start;ver- STYLE tical-align:baseline;direction:ltr". You can override these style definitions by: (1) omitting the $EMAIL_STYLE variable from your message template; (2) including your own style definitions.
5 List of Templates 35 Email Customization Guide 5.8 email.bulk.send.error
This template sends an email to the package owner to inform them that a Bulk Sending process failed to send at least one package for signing.
What follows is the default English email.bulk.send.error template used by OneSpan Sign.
Subject Bulk Send for "$PACKAGE_NAME; - $DYNAMIC_TOKEN_1;" encountered an error
Body
You can review the template you used to Bulk Send "$PACKAGE_ NAME;" from the link below.
| GO TO TEMPLATE |
Please contact the OneSpan Sign Support Team at $SUPPORT_PHONE_ NUMBER; to help resolve this issue.
Thank you,
5 List of Templates 36 Email Customization Guide
The OneSpan Team
Variables Variable Definition $RECIPIENT_ Recipient’s name NAME $PACKAGE_ Package’s name NAME $DYNAMIC_ Date the package is set to expire (optional) TOKEN_1 $LINK_URL URL of the package (in OneSpan Sign) $SUPPORT_ PHONE_ Customer Support's phone number NUMBER A set of CSS attributes provided by the platform. As of OneSpan Sign 11.19, the value of this variable is: "font-family:monospace;font-size:13.3333px;font- $EMAIL_ weight:400;font-style:normal;color:#444444;line-height:15px;text-align:start;ver- STYLE tical-align:baseline;direction:ltr". You can override these style definitions by: (1) omitting the $EMAIL_STYLE variable from your message template; (2) including your own style definitions.
5 List of Templates 37 Email Customization Guide 5.9 email.callbackFailure
This template sends email when OneSpan Sign fails to communicate with the Call- back Server.
What follows is the default English email.callbackFailure template used by OneSpan Sign.
Subject OneSpan Sign Callback failed
Body
URL: $CALLBACK_URL;
Payload: $CALLBACK_PAYLOAD;
Reason(s): $CALLBACK_FAILURE_REASON;
Thank you,
The OneSpan Team
Variables Variable Definition $SYSTEM_ This "system message" contains details about the Callback failure, including the asso- MESSAGE ciated URL and payload. A set of CSS attributes provided by the platform. As of OneSpan Sign 11.19, the value of this variable is: "font-family:monospace;font-size:13.3333px;font-weight:400;font- $EMAIL_ style:normal;color:#444444;line-height:15px;text-align:start;vertical-align:- STYLE baseline;direction:ltr". You can override these style definitions by: (1) omitting the $EMAIL_STYLE variable from your message template; (2) including your own style definitions.
5 List of Templates 38 Email Customization Guide 5.10 email.complaint
This template sends an email notification when a sent email results in a spam email complaint.
NOTE: While email services must be configured via a generic SMTP server or Amazon SES, only the latter offers bounce-back functionality.
What follows is the default English email.complaint template used by OneSpan Sign.
Subject Mail delivery failed - we could not deliver the "$PACKAGE_NAME;" to $FAILED_RECIPIENT_ NAME; at $FAILED_RECIPIENT_EMAIL; due to a SPAM complaint
Body
Please log into your OneSpan Sign account and verify the email address. You may also want to reach out to your recipient to confirm the email address.
Thank you,
The OneSpan Team
Variables Variable Definition $RECIPIENT_ Recipient's name NAME $PACKAGE_ Package's name NAME $FAILED_ Name of the recipient whose email was not delivered
5 List of Templates 39 Email Customization Guide Variable Definition RECIPIENT_ NAME $FAILED_ RECIPIENT_ Email address of the recipient whose email was not delivered EMAIL $SUPPORT_ PHONE_ Customer Support's phone number NUMBER A set of CSS attributes provided by the platform. As of OneSpan Sign 11.19, the value of this variable is: "font-family:monospace;font-size:13.3333px;font- $EMAIL_ weight:400;font-style:normal;color:#444444;line-height:15px;text-align:start;ver- STYLE tical-align:baseline;direction:ltr". You can override these style definitions by: (1) omitting the $EMAIL_STYLE variable from your message template; (2) including your own style definitions.
5 List of Templates 40 Email Customization Guide 5.11 email.complete
This template sends an email to all signers once all signers have completed the sign- ing process.
What follows is the default English email.complete template used by OneSpan Sign.
Subject Signing completed - the documents from "$PACKAGE_NAME;" are available for download.
Body
You can securely download the completed documents here:
| DOWNLOAD COMPLETED DOCUMENTS |
Please make sure you download and keep the documents for your records.These documents will no longer be accessible when $PACKAGE_OWNER_ NAME; archives "$PACKAGE_NAME;".
Thank you,
The OneSpan Team
5 List of Templates 41 Email Customization Guide
Variables Variable Definition $RECIPIENT_ Recipient's name NAME $PACKAGE_ Package's name NAME $PACKAGE_ Package message, if one is specified MESSAGE $PACKAGE_ Package Owner's name OWNER_NAME $LINK_URL URL of the package (in OneSpan Sign) $SUPPORT_ PHONE_ Customer Support's phone number NUMBER $COMPLETION_ Date on which the transaction was completed DATE A set of CSS attributes provided by the platform. As of OneSpan Sign 11.19, the value of this variable is: "font-family:monospace;font-size:13.3333px;font- weight:400;font-style:normal;color:#444444;line-height:15px;text-align:start;ver- $EMAIL_STYLE tical-align:baseline;direction:ltr". You can override these style definitions by: (1) omitting the $EMAIL_STYLE variable from your message template; (2) including your own style definitions.
5 List of Templates 42 Email Customization Guide 5.12 email.decline
This template sends an email to the package owner after a signer declines to sign a package.
What follows is the default English email.decline template used by OneSpan Sign.
Subject "$PACKAGE_NAME;" was declined by $DYNAMIC_TOKEN_1
Body
"$DYNAMIC_TOKEN_2;"
You may want to re-send "$PACKAGE_NAME;" or reach out to your recipient to complete the document.
| GO TO DOCUMENTS |
Thank you,
The OneSpan Team
5 List of Templates 43 Email Customization Guide
Variables Variable Definition $PACKAGE_ Package's name NAME $PACKAGE_ OWNER_ Package Owner's name NAME $DYNAMIC_ The email of the signer who declined to sign the package TOKEN_1 $DYNAMIC_ The reason for declining entered by the signer TOKEN_2 $LINK_URL URL of the package (in OneSpan Sign) $SUPPORT_ PHONE_ Customer Support's phone number NUMBER A set of CSS attributes provided by the platform. As of OneSpan Sign 11.19, the value of this variable is: "font-family:monospace;font-size:13.3333px;font-weight:400;font- $EMAIL_ style:normal;color:#444444;line-height:15px;text-align:start;vertical-align:- STYLE baseline;direction:ltr". You can override these style definitions by: (1) omitting the $EMAIL_STYLE variable from your message template; (2) including your own style definitions.
5 List of Templates 44 Email Customization Guide 5.13 email.evidence.summary
This template sends an email to the package owner if they requested an Electronic Evidence Summary for a package, attaching the summary to the email.
NOTE: Evidence Summary documents are highly customizable. You can: (1) customize the logo image; (2) customize the text of every label (title, footer, section titles, and fields); (3) customize the Evidence Summary’s filename; (4) hide/show any of the following ele- ments: logo, title, footer; (5) hide/show any of the following sections: Transaction, Sender, Document, Recipients, Audit Trail. To learn more, contact our Support Team.
What follows is the default English email.evidence.summary template used by OneSpan Sign.
Subject Electronic Evidence Summary is available for "$PACKAGE_NAME;"
Body
Please find the Electronic Evidence Summary attached to this email.
Thank you,
The OneSpan Team
Variables Variable Definition $RECIPIENT_ Recipient's name NAME $PACKAGE_ Package's name NAME
5 List of Templates 45 Email Customization Guide Variable Definition $SUPPORT_ PHONE_ Customer Support's phone number NUMBER $COMPLETION_ Date on which the transaction was completed DATE A set of CSS attributes provided by the platform. As of OneSpan Sign 11.19, the value of this variable is: "font-family:monospace;font-size:13.3333px;font- weight:400;font-style:normal;color:#444444;line-height:15px;text-align:start;ver- $EMAIL_STYLE tical-align:baseline;direction:ltr". You can override these style definitions by: (1) omitting the $EMAIL_STYLE variable from your message template; (2) including your own style definitions.
5 List of Templates 46 Email Customization Guide 5.14 email.expire
This template sends an email to the package owner when their package expires.
What follows is the default English email.expire template used by OneSpan Sign.
Subject "$PACKAGE_NAME;" has expired
Body
"$PACKAGE_NAME;" has been deactivated and returned to your drafts folder.
Thank you,
The OneSpan Team
Variables Variable Definition $RECIPIENT_ Recipient's name NAME $PACKAGE_ Package's name NAME $SUPPORT_ PHONE_ Customer Support's phone number NUMBER A set of CSS attributes provided by the platform. As of OneSpan Sign 11.19, the value of this variable is: "font-family:monospace;font-size:13.3333px;font- $EMAIL_ weight:400;font-style:normal;color:#444444;line-height:15px;text-align:start;ver- STYLE tical-align:baseline;direction:ltr". You can override these style definitions by: (1) omitting the $EMAIL_STYLE variable from your message template; (2) including your own style definitions.
5 List of Templates 47 Email Customization Guide 5.15 email.expire.warning
Th is template sends email to signers five days before a package's expiry date if they have not yet finished signing.
What follows is the default English email.expire.warning template used by OneSpan Sign.
Subject "$PACKAGE_NAME;" is about to expire
Body
On $DYNAMIC_TOKEN_1; GMT "$PACKAGE_NAME;" will be deactivated.
Please review and sign the documents.
| GO TO DOCUMENTS |
Thank you,
The OneSpan Team
5 List of Templates 48 Email Customization Guide
Variables Variable Definition $RECIPIENT_ Recipient’s name NAME $PACKAGE_ Package’s name NAME $DYNAMIC_ Date the package is set to expire TOKEN_1 $LINK_URL URL of the package (in OneSpan Sign) $SUPPORT_ PHONE_ Customer Support's phone number NUMBER A set of CSS attributes provided by the platform. As of OneSpan Sign 11.19, the value of this variable is: "font-family:monospace;font-size:13.3333px;font- $EMAIL_ weight:400;font-style:normal;color:#444444;line-height:15px;text-align:start;ver- STYLE tical-align:baseline;direction:ltr". You can override these style definitions by: (1) omitting the $EMAIL_STYLE variable from your message template; (2) including your own style definitions.
5 List of Templates 49 Email Customization Guide 5.16 email.forgot.password
This template sends an email to a user who has forgotten or lost their account pass- word.
What follows is the default English email.forgot.password template used by OneSpan Sign.
Subject
Reset your password
Body
If you did not ask to reset your password, then you can ignore this email and your password will not be changed.
The link below can only be used once, so please be prepared to set your password.
RESET YOUR PASSWORD
Thank you,
The OneSpan Team
Variables Variable Definition $RECIPIENT_ Recipient's name NAME $LINK_URL URL of the package (in OneSpan Sign) $SUPPORT_ Customer Support's phone number
5 List of Templates 50 Email Customization Guide Variable Definition PHONE_ NUMBER A set of CSS attributes provided by the platform. As of OneSpan Sign 11.19, the value of this variable is: "font-family:monospace;font-size:13.3333px;font- $EMAIL_ weight:400;font-style:normal;color:#444444;line-height:15px;text-align:start;ver- STYLE tical-align:baseline;direction:ltr". You can override these style definitions by: (1) omitting the $EMAIL_STYLE variable from your message template; (2) including your own style definitions.
5 List of Templates 51 Email Customization Guide 5.17 email.kba.failure
This template sends an email to the package owner when a signer fails in their attempt to authenticate themselves through KBA (Knowledge Based Authentic- ation).
What follows is the default English email.kba.failure template used by OneSpan Sign.
Subject $RECIPIENT_NAME; failed authentication to access "$PACKAGE_NAME;".
Body
Please review and update the recipient information then resend the transaction or choose another type of authentication.
If the recipient failed to answer the knowledge-based authentication questions correctly, they will need to wait a 72-hour period to regain access to the questions.
Thank you,
The OneSpan Team