Top DocuSign Sending Related FAQs - eSignatures Customer Support

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	Can My Signers Sign on Paper? How Do I Use Signer Fax or Upload? How Do I use Signer Attachments? Can I Sign DocuSign Documents on a Mobile Device? Legality of Counterpart Signing How Do I Shrink Tabs? Can I Make the Signing Tags Smaller? What is Envelope Cloning? Correct Feature: Uploaded the wrong document? Error in your document? Forgot to place a "Sign Here" or "Initial" tab? Forgot to place a data task? Need more workflow flexibility? What is the Optional Sign Here Tab for & How Do I Use It? Any Signer – How to: How do I use the product? How do I apply my OWN signature to the document(s)? What if my customer does not receive the notification email to sign? How do I reset my/my customer's password? How do I print or save a document on my computer? When I print a document to the DocuSign Printer Driver it does not show up? When I Send into a DocuSign Envelope I get a "Print Error 20" When I Send into a DocuSign Envelope I get a "Print Error 30" When I send to DocuSign, I get a screen asking me to purchase DocuSign, but, I’m already a customer When downloading the DocuSign software I get an error about a missing .net framework. What are the differences between the different Recipient Types? Can I send an envelope to multiple people who share an email address? My Account says it is Suspended when I try to send envelopes. What does this mean? Where do I get my login information to setup my DS Professional Advanced Desktop Client? How do I create a template? My Document was not recognized. Why? DocuSign Pro says it can’t send or it is unable to send Where is my In-Box? Q: Can My Signers Sign on Paper? A: Yes, sometimes users prefer to sign on paper. DocuSign will now help you manage collection of signatures on paper with our new Sign on Paper feature. You can still electronically send your signing request and documents, see the status of delivery and signing, and get your signed documents back electronically. Here is how it works: Prepare your DocuSign envelope as you normally would. Add documents, recipients, message and signing instructions. On the Message dialog, select the check box labeled Sign on Paper. Send your Documents for signature Note: Make sure your account and your user permissions are configured to enable the Sign on Paper feature Q: How Do I Use Signer Fax or Upload? A: Your recipient will receive the request to sign via email and will have an option to select to Sign on Paper. If the signer chooses this option, they will need to print the documents, sign and either fax or upload the signed documents back into the DocuSign envelope to complete the signing process. Once your recipient receives the email invitation, have them follow these steps to print, sign and upload or fax the document back: Click on the email link and create a signature Once you can view your document, click on the "Sign on Paper" button - near the top right of the screen. On the Message dialog, select the check box labeled Sign on Paper. Follow the provided steps: 1 Print all the pages from this envelope: 2 Indicate how you intend to provide your document: Choose File Upload or Fax a. For uploading, browse and upload your document. b. For a faxing, please print the fax cover page and follow the instructions. The instructions are as follows: 1. Print this cover page. 2. Write the number of pages on the line above. 3. Place this cover sheet on top of your document. 4. Fax the cover page and document to the number listed on the cover page. Q: How Do I use Signer Attachments? A: If you need a client to attach a document (W-4, drivers license, voided check), this is when a signer attachment would be used. If you are having difficulty using the signer attachment, the following are step-by-step instructions: 1. In the envelope wizard under documents, select "Add a new signer attachment." 2. Type in the "Description" of the form you want and any additional "instructions" on how the recipient should prepare the attachment. 3. Once you start the tagging section for your recipients, highlight the recipient you wish to have add the document. 4. Click and drag the "Signer Attachment" tag next to the paper clip on the attachment request. When you click send, the recipient will click the signer attachment tag and follow the step-by-step directions when signing. Q: Can I Sign DocuSign Documents on a Mobile Device? A: Yes. You can sign documents on a mobile device. The supported devices are: iPhone (must be the newest version 3.1) Blackberry Windows Mobile Google Android When using the mobile signing process, users will sign each page rather than clicking on each tag as they do on a computer. When the recipient clicks on the "Sign Page" button, all signatures and initials on that page will be applied. If you have Form Fields on your document, they will be presented after the page has been signed. Note: Signing on a mobile device works best for simple documents that do not contain a large number of pages or complex form fields. It may be difficult to read documents on some mobile devices. Q: How do I add Signer Attachments, Fax or Sign on a mobile Device to my account? A: If you are the Administrator of your account (if you are a single user, you are the Admin), follow these steps: Login to your DocuSign Web Console. Click on Account. Click on Manage Account. Click on the Edit Account. At the top of the screen, you will view options streaming across the screen: Address, Customer Fields, Account, Features. Click on Features. You will see a variety of options you can select from. To Add Fax, select "Allow Signing on Paper." Q: Legality of Counterpart Signing A: This is a legal contract and is known as a counterpart signing. The definition of counterpart signing can be found at the following: http://dictionary.law.com/Default.aspx?selected=377 For more information regarding counterparts, please contact a legal representative. Q: How Do I Shrink Tabs? Can I Make the Signing Tags Smaller? A: You may now shrink the Signature or initial tags in the tagging screen. Simply drag the tag into the document and you will see a slider bar located on the left hand side of the tag. Slide the bar up or down to adjust the size of the tag. (You can see a preview of the size behind the tag.) Q: What is Envelope Cloning? A: In cases in which you cannot correct an envelope or if you simply want to go back to the original "sent" document, you may use the clone button. Navigate to the document in question that you wish to clone, typically this is found in the "sent items" with a status of "in process." Find the envelope you wish to clone. Double click on the envelope line and open up the document. Once you have it open, click the "Clone" button. This will take you to a screen that will allow you to correct and resend the document. Make sure to double check all tags before you click on "Send." Q: Correct Feature: Uploaded the wrong document? Error in your document? Forgot to place a "Sign Here" or "Initial" tab? Forgot to place a data task? Need more workflow flexibility? A: DocuSign now allows you to update envelopes that have been sent, but not completed. Documents can be removed and added until someone has completed the signing process. You can edit recipients’ information and their signing tasks unless they have completed signing. You can add recipients and signing tasks until the envelope is completed. These new capabilities offer a lot more power and flexibility while you collect electronic signatures on documents. When you open an envelope to correct it, you will see the familiar sending process. Below are the steps to access and open an envelope to correct: Navigate to the document in question that contains the incorrect email address or name. It can be found in the "Inbox" or "Sent Items" folder with a status of "In Process." Highlight the envelope you want to make changes to by clicking the check box next to it or by clicking it once. Once you have highlighted the envelope in question, click on the "Correct" button above in the Toolbar. Once you have clicked on the "Correct" button, it will take you to a screen that will look like a brand new envelope, but it is the one you previously sent out. Make your changes to the document and once these are done, click "Send." This will send the corrected version of the envelope to your recipient(s). Note: You may receive a "bounce back" email. This occurs when the correct feature sends an email to the old or "corrected" email address explaining that it is no longer active. It then sends out an email to the new email address asking for the user to sign the document. Q: What is the Optional Sign Here Tab for & How Do I Use It? A: You can use this feature when you have purchase order forms for add–on services your customer can buy or want to use DocuSign to present multiple purchase offers and give your customer the option to choose what they want. The optional signature feature allows you to present options for your customer to sign. Drag the "Optional Signature" into the document. When your recipient receives the envelope, s/he can accept or decline to sign the optional signature. If accepted, the signature shows on the document. If declined, the signature will not show on the document. Q: Any Signer - How to: A:1. Set up an email alias for the appropriate list of recipients. 2. Send an email to the email alias informing them you will be sending a test envelope from DocuSign for each of the recipients to adopt a signature and set up a signer account with a password for that email alias. Each recipient will receive an email for each signer of this test transaction. The recipient should only follow the link in the email with his or her name in it. Each recipient should adopt a signature, sign the test document, and create an account with a password. 3. Create one DocuSign envelope to send a signing request to each person on the email alias. Use the email alias address for each recipient. Use each recipient’s name. Place a Sign Here tab for each recipient. 4. Each recipient receives the email request to sign, follows the link, adopts a signature, signs the document, and creates an account. After this process is complete, you may send to this email alias address using the Any Signer option for the recipient name. Any recipient may electronically sign any document sent to that email alias with his or her own adopted signature. You may also select a specific name (for anyone who has adopted a signature and password). Q: How do I use the product? A: DocuSign provides training sessions weekly, and a library of videos to teach you how to use DocuSign. Phone Support personnel are available to provide technical assistance & support to premier support subscribers, but that 1 on 1 walkthroughs of the product are not available. To view information about our weekly training sessions, click here. Each training session is followed by a Q&A session to provide answers to any additional questions. Q: How do I create a template? A: Templates can be created a couple of ways. First, if you have IDR turned on, templates will be automatically created as you send envelopes. After you create an envelope, and send it, DS Pro will ask you if you would like to create a template. If you say yes, you will be able to name the roles and save the template. The next time you send that same document, DS Pro will apply the template automatically. Q: How do I apply my OWN signature to the document(s)? A: If you want to send a document that has YOUR signature: Add yourself as a signer, and upon sending the document, you will be presented with a screen where you will find a button that says "Sign Now". Upon clicking the "Sign Now" button it will open the envelope you just created and allow you to sign. Add yourself as a signer, and wait until the others have signed before you sign. You may access the envelope by logging into your console, or you may follow the hyperlink in the email that is sent to you as a signer. If you have a DocuSign Professional Plan, you may also use a 'Routing Order' to set yourself as the first signer. This ensures that you will be notified before anyone else to sign, and others will not be sent notices to sign until you are done. - OR - you may use 'Routing Order' to set yourself somewhere else in the sequence so that you will be reminded to sign only AFTER others have signed. This all depends on the business process you wish to follow. Q: What if my customer does not receive the notification email to sign? A: Most often if your recipients do not see the invite email to sign a document it is because it went into their spam filter. Have them look in the junk mail folder, and the deleted items folder. If it is not there, have them set their email to 'trust' email from www.docusign.net or add dse@docusign.net to their senders list. In extreme cases you may need to contact your IT group to have them add our domain and IP address as follows; mailsea.docusign.net 209.67.98.59, 206.31.3.153 (docusign.net domain – system emails) You can then select the envelope you sent them in your 'sent items' folder in your DocuSign console, and click the 'resend' button. This will generate a new email notice to the existing envelope. Q: How do I reset my/my customer's password? A: Your signers need to reset their own passwords for security purposes. This is a simple task and they can do it themselves online. They simply visit the login page, and click 'Forgot your password? link. Enter their email, and instructions will be sent to their email address to reset the password. This will require them to answer their 'forgotten password' question that they provided when they setup their account or registered for a signature. If they have been LOCKED OUT because they tried too many times in a row, or they have forgotten the answer to their "forgotten password" question, they must either wait 30 minutes and try again, or contact DocuSign at passwordreset@docusign.com and we will manually process the request. Q: How do I print or save a document on my computer? A: When you access your envelope containing the documents, you will notice a hyperlink at the top of the page on the right hand side that says "Printable Version". This link will open a small dialog that will allow you to print or save all your documents, or just the ones you want. To print, just click on the link to OPEN the document you want, and then print it from Adobe Acrobat Reader. To save them just save them to your system. If you want to email the signed document to someone else, download the document(s) per the instructions above, then attach to an email and send. The Documents are digitally signed so are tamper-evident and the digital signature will show the documents are valid from DocuSign. NOTE: You may need to configure Adobe Acrobat Reader to recognize the DocuSign Digital certificate. Q: When I print a document to the DocuSign Printer Driver it does not show up? A: This can happen you are using an old version of the print driver and a document is printed when the user is offline, multiple web page tabs or open or some other error happens. To fix this, please download the latest print drive. Q: When I Send into a DocuSign Envelope I get a "Print Error 20" A: This error may be encountered when the DocuSign software has not been initialized on your computer. Steps: Go to the Start Menu All Programs Find DocuSign Web Click on DocuSign Print Driver. This will give you 3 options. Select ‘DocuSign Print Driver’ Print to “Send in DocuSign Envelope” Q: When I Send into a DocuSign Envelope I get a "Print Error 30" A: This error may be encountered when the DocuSign software has been turned off on your computer. Steps: Go to the Start Menu All Programs Find DocuSign Web Click on DocuSign Print Driver. This will give you 3 options. Select ‘DocuSign Print Driver’ Print to “Send in DocuSign Envelope” Q: When I send to DocuSign, I get a screen asking me to purchase DocuSign, but, I’m already a customer A: You may be missing the DocuSign software. Go to the Start Menu All Programs Do you have any options for DocuSign? If not, you need to download the DocuSign software associated with your Subscription. The download can be found at the following: http://www.docusign.com/product_downloads/ Q: When downloading the DocuSign software I get an error about a missing .net framework. A: The .net Framework must be installed on your computer before you can download the DocuSign software. Q: What are the differences between the different Recipient Types? A: There are 4 different types of Recipients Signer - Someone who much Sign or Initial at least 1 document in the Envelope Certified Delivery - Someone who must open & view the document before it will complete Carbon Copy - Someone who receives a copy of the completed document after everyone has signed InPerson Signing - this is a special pay per use option that can be used if the customer is signing at your computer Q: Can I send an envelope to multiple people who share an email address? A: Yes, the email can be added in more than one time Type in the correct signer name or select it from the drop-down Name menu. Q: Can I send an envelope to multiple people who share an email address? A: Yes, the email can be added in more than one time Type in the correct signer name or select it from the drop-down Name menu. Q: My Account says it is Suspended when I try to send envelopes. What does this mean? A: Accounts suspend for a few reasons, the most common is that their credit card has been declined. You will need to update the card & pay the past due balance: Steps Login to DocuSign Select Account Select Manage Account Select the Edit located to the LEFT of the company name Enter the new credit card Select the “Pay Now” option Q: Where do I get my login information to setup my DS Professional Advanced Desktop Client? A: When you setup your DocuSign Professional Advanced desktop client, it needs to connect to your DocuSign Professional Account. If you do not already have an account that is setup you need to visit this page and set up an account. Then, to connect your DocuSign Professional desktop sending tool to your account, take the following steps: Remember your username and password you created when you setup your account Select 'Tools -> Options' from the DS Pro menu Select the 'User & Login' tab Fill in your email address & DocuSign password Click 'Check Credentials' It should come back with "Pass" If it does not try re-entering your password to be sure it is the proper one. Select "Remember Credentials" so that your information is stored between uses If you are still having issues please visit the forum for more information. This may be a configuration issue on the DocuSign side, you can post a question or find additional solutions on the forum. Q: How do I create a template? A: Templates can be created a couple of ways. First, if you have IDR turned on, templates will be automatically created as you send envelopes from DocuSign Professional Advanced. After you create an envelope, and send it, DS Pro Advanced will ask you if you would like to create a template. If you say yes, you will be able to name the roles and save the template. The next time you send that same document, DS Pro will apply the template automatically. Q: My Document was not recognized. Why? A: Template matching is handled by a control on the "Tools -> Options -> IDR" tab in DS Pro. There you will see several settings. Look for the first one: "Turn on Automatic Template Matching" – This is the main control that tells DS Pro to review the documents you put into envelopes, and see if you have any matching templates. If this is NOT checked it will not recognize any documents. If 'Automatic Template Matching' is turned ON (checked), and your template is still not recognized, check the following: Adjust the 'Sensitivity' down from the default of 80% down to 60%. (A setting of 0% will list ALL your templates every time) Be sure your template exists, and can be found in your Templates Folder Be sure the document you are using matches what the template is looking for. Q: DocuSign Pro says it can't send or it is unable to send A: This can be caused by a few different things. It can be caused by your credentials (username, password, etc) being incorrect. Please check your login and your account ID and UserID by executing a "check credentials' again ensure that you Pass You may be offline, and unable to reach the server. Your system clock is set to a time which is not consistent with the clock on the signing server, and needs to be synchronized with a network time server. Q: Where is my In-Box? A: The DocuSign Professional Advanced desktop CLIENT does not have an In-box, because the In-Box is inside your DocuSign Professional web console. DS Pro is only used to prepare and send documents; it does not receive them back. When documents are received back they are placed into your console online. To access your online console and view your in-box, follow the following steps: Select "Go -> My Account" in the main DS Pro Advanced menu -OR - you may login via your web browser separately. Log-in Once you are logged in select 'In-Box' from the side navigation. Q: How do I share templates? A: Sharing templates, contacts, or form fields is accomplished by using your existing MS Windows Network, and creating a single network store for these elements. To set this up, select "Tools -> Options" and select the 'Application Paths' tab. There you will select the folder(s) you created on the server where the shared items are. This will confirm you have access to this folder when you launch the Application. This is out of date & I'm not sure what to update You can locate your templates in (by default) the My documents>DocuSign Professional>Templates folder. Simply attach the template you want to share to an email and send it. You will want to have the recipient of the template place the template into their My documents>DocuSign Professional>Templates Q: DS Pro says it is "Unable to validate the recipient" A: It may be resolved by simply removing your password and entering in a bogus one, then click 'check credentials' and it will fail. After this, enter in the correct password, check credentials it will pass. Q: How do I upgrade from DS Professional Standard to DS Professional Advanced? A: You must contact support at (206) 219-0200 and have them move your plan and account to a DS Pro Advanced status. Q: What is the benefit of upgrading to DS ProAdvanced? A: DocuSign Professional will enable you to send more documents faster, and with fewer mistakes because of the templating capabilities. The Advanced client sending tool provides a more robust envelope creation, Outlook Integration, automatic document recognition, and many other features that make it the must-have tool for users who send often.