E-Signature Email Notification - Important Read

Email notifications are critical when handling time-sensitive documents. 

Files uploaded with Signature Request(s) must be signed within 7 days of the upload date. 

Clients will receive an email notification when the file has been uploaded with a Signature Request.

The email notifications are a part of the third-party software, and our ability to customize the email with clear, concise instructions associated with the Client Portals is limited.

The upper portion of the email notification contains customized links to access and sign the documents.

Important Instructions for Clients:

The upper portion of the email notification contains customized links to access and sign the documents.

It is imperative that the clients not scroll past the last link, which will appear as:

• "Sign document with Secure Portals" (for a single signature request).
• "Sign document as a Non-Portal user" (when a Non-Portal signer is included).

If the client scrolls past this customized area and links:

• The signed documents cannot be tracked.
• The signed documents will not be returned to the Accounting office.
• A Signature Log will not be generated. 

As a result, the Accounting office will need to re-upload the document with the Signature Request, which may incur additional charges.  

Common Reported Issues with E-signature:

 

• Offices may receive calls that the client signed the document; however, the Accounting office did not receive the document.  Most likely, the client bypassed the customized links to the document.
   
• The client received an error message when attempting to sign the documents.  
  
  The error message below indicates the client scrolled past the customized links.  The client should NOT "Create an Account" if they receive the image below. This is not linked to the Client Portals.
  
  In this case, the Accounting office should resend the upload with the Signature Request.
  
  
• When a client clicks on a link that requires a Signature, they may receive the message below as the link has expired.  
  
  If the client clicks the "Generate new link" button, they will be redirected to their Client Portal Dashboard and receive a new email notification that they have a document to sign from the Accounting Office. 
  
  The client will experience a loop, repeatedly returning to the same steps without being able to sign the document.
  
  In this situation, the Accounting office should resend the upload with the Signature Request.