Appeals, version apl-1

. The page

Appeal a Sovrasign decision. Version apl-1, effective 10 November 2026.

In short: if we restricted your account or an envelope, or decided about a report you sent us, and you think we got it wrong, ask us to look again within 6 months. A person reviews every appeal, free of charge, and tells you the result and why.

1. Who can appeal

1.1 Account holders. You can appeal any of these decisions about your account or envelopes:

• an envelope held for review before it was sent, or removed after a report (a removal after a US copyright notice is restored through the counter-notice of illegal-content.md 6.4 instead);
• a pause of your sending, or signing links put on hold;
• lower sending limits, or links in your messages shown as plain text, as a restriction on your account (not the limits every new account starts with);
• a warning;
• a suspension or the closing of your account under our terms.

1.2 People who reported content. If you sent us a notice about content and disagree with our decision, you can ask us to look again in the same way.

1.3 Blocks from sanctions checks. If we blocked a sign-up or a payment because a name matched a sanctions list and you believe the match is wrong, ask us to review it in the same way. We cannot review the sanctions laws themselves (terms 3.4).

2. How to appeal

2.1 Within 6 months. You can appeal within 6 months after we tell you our decision.

2.2 Where. Reply to the email with our statement of reasons, or use the appeal link in that email. If your account is suspended, you can still sign in, read and export your documents, and appeal from the app (terms 15.5).

2.3 What to send. The reference in our statement of reasons, why you think the decision is wrong, and anything that shows it, for example that your recipients expect your documents, or that a link we flagged is safe. Do not send documents with other people's personal data unless we ask for them.

2.4 Free. Appealing costs nothing, and it does not stop you from going to court.

3. How we review an appeal

3.1 By a person. A person reviews every appeal; it is never decided by automated means alone. When the original decision was taken by a person and our team allows it, someone who did not take it reviews the appeal.

3.2 How fast. We aim to decide within 2 business days. If we need more information from you, we ask, and the time runs from your answer.

3.3 The result. We tell you the result and why. If we were wrong, we undo the decision at once: your sending resumes and links on hold work again. If a signing link expired while it was on hold, we tell you so you can send the envelope again. If we keep the decision, we say why, and what else you can do (section 4).

4. If you still disagree

You can go to a court that has jurisdiction. If you have accepted our terms, section 22 says where. In the EU, you can also complain to the authority that oversees digital services in your country (the Digital Services Coordinator). Consumers keep the rights the law of their country gives them.

5. What a statement of reasons tells you

Whenever we restrict an envelope or an account, we send the affected user a statement of reasons, at the latest when the restriction starts, unless the law or a binding order forbids it; then we send it as soon as that prohibition ends. Where the law allows, we may leave out details that would endanger other people or an investigation (terms 18.6). It says where the restriction applies. It says:

• what we did, to which envelope or account, and for how long, if it is temporary;
• the facts that led to it, and whether it followed a notice from someone else or our own checks. We do not name the person who reported it unless that is strictly necessary;
• whether we used automated means to detect the content or to take the decision;
• the reason: which law, or which rule of our terms or acceptable use policy, and why the facts break it;
• how to appeal (this page), and the other options of section 4.

6. Changes

We may change this page. Each version has its own id and date, and earlier versions stay available on our legal page.