If a Customer says they didn't get an E-signature Document or they see an error when they try to sign, use this guide to find the cause and send the Document again.
Customer Didn't Receive the E-Signature Document
If a Customer didn't get the E-signature Document email after enrolling, check each of these causes.
Document Isn't Attached to the Program
An E-signature Document goes out at enrollment only if it's attached to the Program. To check:
Go to Programs
Click the pencil icon next to the Program
Click Enroll Form in the left menu
Under E-Signature Documents, open the dropdown and make sure the Document is checked
If it isn't checked, check it so it's sent to everyone who enrolls in the Program
Signature Fields Are Hidden
If the signature and date fields on the Enroll Form are hidden, Customers won't be prompted to sign. Make sure both fields are visible.
Long Text Answers Are Stacked
If a Customer answers a Long Text custom field on the Enroll Form with answers on separate lines, the E-signature Document won't send. This is a Dropbox Sign issue, not an Enrollsy issue.
Open the Customer's account and look for stacked answers like the example below
Edit the answer so it's all on one line
To prevent this, ask Customers to separate their answers with commas or semicolons
Email Address Is Incorrect
If the Customer's email address is misspelled or wrong, the Document can't be delivered.
Open the Customer's account, fix the email address, and click Save
Then update the signer's email address on the existing request so it's resent to the new address
Email Went to Spam
E-signature Document emails come from noreply@mail.hellosign.com, so they can end up in a spam or junk folder.
Ask the Customer to check their spam or junk folder
Ask them to add noreply@mail.hellosign.com to their safe senders list. These instructions show how
If the Customer Still Doesn't Have It
If you fixed one of the causes above, manually add the Document to the Customer's account
If none of these was the cause, message us using the chat button in the admin portal
Customer Gets a Signature Request Error
If a Customer sees an error like the one below when they try to sign, that signature request is closed and can't be used anymore. Customers rarely send a screenshot, so this is what they see on their end.
Why the Request Was Closed
Closed by the Customer
The Document was already signed
One of the signers declined to sign
For example, if two parents share an email address, one parent may have signed without telling the other. Then the second parent contacts you because they can't sign.
Closed by an Admin
An Admin canceled the request
An Admin deleted the request
Admins cancel or delete a request by hovering over the Document and clicking the cancel icon.
Send a New Signature Request
Whatever the reason the request failed or was closed, use these steps to fix it.
Step 1 — Find the Enrollee's Document
Go to Enrollees > Documents
Make sure you're in the correct Enrollment Period
Type the Enrollee's name in the filter and select them on the left
Step 2 — Check Whether It's Signed
Signed: The Document has a green icon and a date and time stamp. Let the Customer know they're all set
Canceled: The Document shows as canceled by an Admin
Not listed: An Admin may have deleted the request. Deleted requests don't appear at all
Step 3 — Update the Signer's Email Address
If the Document is still unsigned because the email address was wrong, update the signer's email instead of starting a new request.
Contact the Customer to confirm the correct email address
Update the email address in the Customer's account on the Account tab
On the Documents tab, hover over the E-signature Document and click the pencil icon
Enter the new email address
NOTE: Changing the signer's email address resends the existing request to the new address. It doesn't create a new request, so you won't be charged for another signature request.
Step 4 — Cancel and Re-Add the Request
If the Document is unsigned and the email address is correct, cancel the old request and add a new one.
Hover over the Document and click the red cancel icon
Click Continue, then Continue Anyway
Click Add document in the top right
Select the E-Signature Document and click Add
NOTE: Adding the E-signature Document automatically emails it to the signer.