I am locked out after entering the wrong PIN/SSN/TIN

Consumers, Agents, and Case Managers are required to authenticate into the e-Signature process using a unique PIN, TIN, SSN.  Each e-Signer is allotted 3 attempts to accurately enter their information.  After 3 unsuccessful attempts, access to the e-Signature process is temporarily disabled.

Locked out? What next?
Method 1 – When no parties have successfully e-Signed
  1.  Log into your iGO e-App account via the agency, carrier, or financial institution’s website you registered through.
  2. Click on the View My Cases button.
  3.  Locate the desired case and click on ‘Case Details…’ button
  4. In the ‘e-Signature Status’ section, the PIN/TIN/SSN should appear next to each signers name. Verify that the information is correct.
  5. If the information is correct, click the resend button next to the signer’s name. Click the resend button next to the appropriate party.
  6. This will send a new active email to your client, and the client may attempt to authenticate into the e-Signature process once more.
  7. Be sure to check your junk e-mail to see if the email inadvertently went there.
  8.  Please call support at 800-641-6557 if you still did not receive the email.
  9. If the information is not correct, go back to My Cases screen, and select the case by clicking on the client’s name.
  10. After clicking the name of the client, you will be directed to the Case Information tab.
  11. At the top of your page, click to the right, to the Application tab.
  12. On the left navigation, click on the ‘Validate and Lock’ Page, and click on the ‘Unlock’ button.
  13. Once the case is unlocked, go to the ‘Proposed Insured’ screen (or the page for the desired signer), and edit the information needed.
  14. Once all the information is correct, lock the case, and resend all the emails.
  15. This will send a new active email to your client, and the client may attempt to authenticate into the e-Signature process once more.
  16. Be sure to check your junk e-mail to see if the email inadvertently went there.
  17. Please call support at 800-641-6557 if you still did not receive the email.
Method 2 – When 1 or more parties have successfully e-Signed
  1.  Log into your iGO e-App account via the agency, carrier, or financial institution’s website you registered through.
  2. Click on the View My Cases button.
  3.  Locate the desired case and click on ‘Case Details…’ button
  4. In the ‘e-Signature Status’ section, the PIN/TIN/SSN should appear next to each signers name. Verify that the information is correct.
  5. If the information is correct, click the resend button next to the signer’s name. Click the resend button next to the appropriate party.
  6. This will send a new active email to your client, and the client may attempt to authenticate into the e-Signature process once more.
  7. Be sure to check your junk e-mail to see if the email inadvertently went there.
  8. Call support and the support team can resend the email or unlock the PIN.