Hello @roxhoff ,

Welcome to the Docusign Community and thank you for posting your concerns!

Are they signing the document via mobile? Or is this happening when adopting the signature? Can you provide a screen shot? 

Let us know if you need further assistance with this.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

Hi Nathaly,

Thanks so much for your reply.

We don’t know if the signatory was using a mobile or computer. I’ve attached a screenshot of what was provided.

Based on other comments I saw about a redacted/black signature block we asked her to adopt a new signature, but haven’t yet heard back as to whether this fixed the issue or not.

Please let me know if the screenshot provides any insight and I’ll update this thread if we hear anything back from the signatory.

Appreciate your help!

Hello @roxhoff ,

Thank you for reaching back and for the screenshot.

If no other recipients are experiencing this issue, it could be the way the recipient who getting the issue is signing. Please send me the envelope ID in a private message by going to my community profile and clicking Send Message: How do I find an Envelope ID as a recipient/signer?

Let us know if you need further assistance with this.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

Hi Nathaly,

The envelope ID is 

00000000000000000

(Envelope ID removed due to Personal Information)

Hello @roxhoff ,

Thank you for reaching back.

I checked the envelope ID provided and it seems like the signer uploaded the signature, is that correct? If so, it could be that the image that was uploaded was the incorrect one: Upload or Draw a Signature

Let us know if you need further assistance with this.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

Hello @roxhoff  ,

Were you able to confirm if the signer uploaded their signature and if they used the correct one with the correct format? If so, please do so in a reply to this question so that I am able to further assist you with your issue.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

Hi Nathaly,

The signer never responded back to our request for info, but I can see from the contract record that someone else from the company signed.

Thanks for your continued focus on this, but for now let’s consider it closed.

Best regards,

Roxanne

Hello @roxhoff ,

Thank you for reaching back.

I understand, please let me know if the user ever replies or if the issue shows up again, I hope you have a great day!

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!