On occasion there will be sessions that you are unable to complete.  This happens for a myriad of reasons:  signer, notary, platform technical issues or perhaps the signer(s) walked away, took a call and simply forgot what they were doing.  Regardless, of the reason we have a procedure in place for such instances.  By following a few simple steps, you will be a superhero in the eyes of the signer!  

Scenario #1, Attempt #1:

~IMPORTANT~ Make note of the signer’s contact information, (email address and / or phone number), prior to starting the session!

Initial acceptance and connection attempt unsuccessful, signer never joined and the session timed out;

After your 1st attempt, DO NOT click "Try try Again in 10 Minutes" or "Return to Request Queue".


Scenario #1, Attempt #2:

Prior to clicking "Re-Dial Now", send an email to the Signer(s), via Team@OneNotary.us.

Example Email:

“Hello Mr. & Mrs. Signer:
My name is Robert J. Adkins, I am the Signing Agent that will be assisting you with your notarial request on OneNotary.us.
I am attempting to start our meeting however, it appears you are not ready or having technical difficulties.
Please click the link found in the emailed invitation for session # _______________ or, simply login to your OneNotary.us account to come back to the session.
If you require more time to prepare or would like to reschedule, please let us know.
I will attempt the session two (2x) more times.
Sincerely, Notary Name” 

You may provide the below information in your email as well.

How to Fix the Audio/Video on iPhone/iPad

After, sending the above email,, you may redial the session for a 2nd attempt.

Scenario #1, Attempt #3:

If your 2nd attempt to complete the session remains unsuccessful, meaning the signer never joined and the session timed out…

Check your email for a response, with any luck the signatory(s) have responded and are preparing to join.  If this is the case, re-dial a 3rd time.

Scenario #1, -END-:

If no connection to the signer is made on your 3rd attempt, Now, you may click "Return to Requests Queue".

NEVER CLICK "Try Again in 10 Minutes" unless you and the signer have agreed on a specific time.  

Any session that does not complete prior to the signer's KBA expiration (12 hours), will become [Not Started] and fall to our Notary + First-touch Agents.

Move on to the next available platform request.

*If you and the signatory have agreed to complete the session at a mutual time... the session will be in your Notary Journal.
Scenario #2, Connection without Audio or Video:

Initial acceptance and connection was successful!

However, now the signatory's audio (or video) is not working, what do you do?!

Prior to terminating the session, just wait.

Literally, allow the signer(s) a few mins. to do some troubleshooting on their end can often times lead to a completed session!

Notaries often times terminate the session prematurely. Remember, as hourly independent contractors, the name of our game is Quality over Quantity!

While waiting for the signer(s) to appear or resolve their issue, send them a friendly, professional email, via Team@OneNotary.us.

Example Email:

“Hello Mr. Signer:

My name is Robert J. Adkins, I am the Signing Agent that will be assisting you today with your notarial request on OneNotary.us.
I have started our meeting and see that you have not connected via audio or video.  If you are having technical issues, try the following suggestions…

* If on a computer, be sure you are using Google Chrome;
* Attempt to refresh your browser;
* If on a mobile device please try to join via a computer instead;

* If a computer is not available at this time please review the trouble shooting FAQs found here:


Sincerely, Notary Name”


Always offer some level of fundamental troubleshooting but, remember, you are a notary not tech support.  Worst-case scenario, defer the signer to support@onenotary.us and terminate the session.


After you have exhausted all efforts to save the session, it may become necessary to terminate the session.  Please be sure to document in detail all attempts and exactly what the issue was in the pop-up box.

One the session has officially ended, conclude your efforts by sending a final email to the signer(s), copying support@onenotary.us.

Example Email:

"Mr. & Mrs. Signer:

Unfortunately, we are unable to connect to complete your notarization.  At this time, I have copied our Support Team, and opened a ticket to assist you.  They will reach out and help to reschedule your notary appointment.  Thank you for selecting OneNotary.

Sincerely, Notary Name”

Move on to the next available platform request.


Scenario #3, Session Not Progressing:

All sessions that do not start or are abandoned can be sent back to the requests queue until their KBA authentication expires, within 14 hours.  These sessions will be worked by the Notary + First-touch Agent team.

Move on to the next available platform request.

Failure to attempt to save the session is subject to issuance of an written warning, up to and including removal from the platform & revocation of our contract. If you have any questions regarding the above requirements, please reach out to the OneNotary Operations Team.