Sign Portal User Journey

This page outlines what your users will see on the Sign portal when you direct them to the URL provided in the Initiate Sign Request response.

Happy Flow

This is the main user journey that your users will experience.

If the interactive demo below does not work, please see the step-by-step illustration here.

Negative Flows

There may be instances where your users may encounter error screens when using the Sign Portal

Non-intended signers

Error screen if the user is not the intended signer

RPs can specify which user is the intended signer by providing a hash of the user's NRIC when creating a sign request. If an RP includes this specification, after the user performs the login, they will see the above error screen.

• The user will not be able to view and sign the document

• The error message will tell the user to contact the RP directly for help.

• The only action the user will be allowed to do is to "Leave Sign Portal". This button will be linked to the RP's redirect URL.

Note: The user will see that they have performed the login step successfully on their mobile's Singpass App. However, the Sign Portal page will thereafter show this error screen.

It is RP's responsibility to provide the correct NRIC in the appropriate format when creating sign requests. See the documentation here.

Expired or Incorrect Links

Error screen if the user visits a signing request that has already expired or the link is invalid

The link provided is valid for 30 minutes. If the link has expired, users will not be able to log in to view and sign the document. Instead, user will see a generic error screen when they attempt to access the portal.

The same error screen will be shown if users access the portal with an incorrect link (e.g. due to typos).

Commonly Asked Questions

Why does the user have to scan QR code twice? What’s the difference?

The first QR code is to verify the user's identity with Singpass and log in to the Sign portal. If you have specified in the Initiate Sign Request parameters the NRIC of the user who can access the document, only that user would be able to perform a successful log in. This will ensure that any sensitive contents within the document are not exposed to unintended users.

The second QR code (which comes with a 4-digit reference code) is for the user to sign the document.

What is the reference code for during the signing?

The purpose of the reference code is to allow users to verify that they are signing the correct document, when the code on their Singpass App matches that which is shown in the Sign Portal.

What happens if a user rejects the signing on their Singpass App?

If the user rejects the signing (Clicks 'Reject' in Step 8), the Sign Portal will continue to stay in 'pending sign' mode. Users will have to (i) refresh the Portal to get a new QR code or (ii) return back to the organization's webpage to restart the process.

Why can’t the user log in?

The user might not be able to log in if i) you specified an intended signer for the document that is not them, or ii) you did not specify a signer, but someone else has logged into the portal to access the document before them.

Why can’t the user sign?

The user will not be able to sign if i) you specified an intended signer for the document that is not them, ii) the document has already been signed, or iii) an unexpected error occurred.