What to Do If an E-Signature Document is Not Emailed to a Customer
If a Customer tells you that they did not receive an E-signature Document via email after enrolling, any of the following may be the issue:
E-signature Document Not Attached to Program
The E-signature Document may not actually be attached to the Program(s). To check this, go to the Programs page, click on the pencil icon beside the Program and click on "Enroll Form" in the left menu. Under "E-Signature Documents," the Document should be listed.
If you open the dropdown menu, you will see it checked. If it is not listed or checked, then it is not attached and will not be sent upon enrollment. Check any E-signature Documents here that need to be sent when anyone enrolls in the Program.
Answers on Enroll Form are Stacked
If you have a "Long Text" custom field on the Enroll Form and someone answers that field by stacking their answers, it causes the E-signature Document to not be sent. This is a Dropbox Sign issue, not an Enrollsy issue.
You can fix this by going to the customer's account and looking for any stacked answers like the example below. Edit the answers so they are in the same row.
Email Address is Incorrect
The Customer may have misspelled their email address or typed in the wrong one. If the email is not valid, the email will not get sent to it. To fix this, go to the Customer's account and edit the email address and click "Save."
Email went to Spam
The E-signature Document email will come from this address: noreply@mail.hellosign.com. It's possible it may get sent to the Customer's spam/junk folder. Please have them check to see if it's there. You can also inform the Customer to whitelist the above email address by following these instructions.
If one of the above issues was the reason the Customers did not receive the E-signature Document, you can manually add the Document to the Customer's account. See this article for steps (and a video). If one of the above was not the issue, reach out to us via the chat button in the admin portal.
What to Do if a Customer Receives a Signature Request Error
If one of your Customers receives an error like the one below when trying to fill out an E-Signature Document, it means they can no longer sign the Document using that specific signature request.
Chances are they won't send you a screenshot or forward the email, so it's good for you to see what they see on their end. The email provides some likely reasons for the closure:
Reasons for Closure
Closed by the Customer
The first two bullet points are things the customer may have done to close the request:
This document has already been signed
One of the signers has declined to sign
It's hard for anyone to know what happened if the Customer is responsible for completing the request. For instance, if a set of parents share an email address, it's possible that one of them opened the email, accessed and signed the Document, and failed to tell their spouse. Then the spouse reaches out to you, telling you they can't sign the Document or are getting an error.
Before you do anything else, please access the Documents tab and search for the Account/Enrollee in question. If the Document has already been signed, you will see it there, along with a date and time stamp of when it was signed.
Closed by an Admin
The request can also be closed if the request was canceled or deleted by an Admin user (the last two bullet points). To cancel or delete a request, an Admin would have to hover over the Document and click the cancel icon:
How to Resolve the Issue
Regardless of who did the canceling, here are the steps to take to send out another signature request:
Step 1 - Documents Tab
Go to the Enrollees page and click on the Documents tab. Find the Enrollee by typing in their name in the filter:
Step 2 - Search Enrollee/Document
Find the Account/Enrollee that had the error and see if they have the Document in their folder. If they do, you should be able to see if an Admin canceled it already unless they also deleted it, in which case there will be no sign of the Document.
If the Document has already been signed, it will have a green icon and a date/time stamp. If this is true, just let the customer know they are all set!
Step 3 - Cancel Request
If the Document is there but still unsigned, the best thing to do (after you've verified the Customer's email address) is to click the red cancel icon and then "Continue" and "Continue Anyway" to delete that E-Signature request.
Step 4 - Add Document
Click on the blue Add document button in the top right of the page, select the E-Signature Document, and then click Add.
NOTE: Adding the E-signature Document will automatically send the Document to the signer's email.
Step 5 - Change the Email Address
The customer's email address may be the cause of the E-signature request bouncing. Contact the customer and update the account's email address on file (under the specific customer on the Account tab). Then follow these steps:
Locate the Enrollee's existing e-signature request on the Documents page. From the Enrollee's detail page, you can go directly to their Documents list by clicking "Documents."
Make sure you are in the correct Enrollment Period, then search the Enrollee's name.
Click on the correct Enrollee on the left, and locate the E-Signature Document that needs to be updated. HOVER OVER the E-signature Document to view the pencil icon.
Click the pencil icon to change the signer's email address. This will AUTOMATICALLY resend the E-Signature document to the new email address. You won't be charged for a second signature request. NOTE: Changing the signer's email address will NOT send a new request for e-signature; it will simply resend the existing one to the newly specified email address.