@Steinman

This is the expected behaviour when signing on a mobile device with the DocuSign Mobile App. The signature will not have the DocuSign Frame around it.

You can find more details in this DocuSign Support Article.

I’ve tried all the options and it is still not populating on signatures done on a computer.

Hi @Steinman,

Welcome to the DocuSign Community!

We are glad to have you here and can't wait to help share as much knowledge as possible.

I am sorry to hear that your signatures are not including the DocuSign frame on them, but I will help correct this issue as soon as possible.

If you have enabled "Add DocuSign frame"  in Settings>Signing Settings> Signature Adoption and Format> "Add DocuSign frame", then the envelopes created after the change in your account settings will require the signer to adopt a signature that includes the frame.

In the case that this is not working as expected, DocuSign support can help locate the root cause of the issue by reviewing an example envelope in the application’s back end.

https://support.docusign.com/en/contactSupport 

If you are not able to open the case on the same page, you should scroll down to More Support Options and select "I can't reset my password or don't have an account." you will have the option of filling out the form or calling Support. 

Feel free to let us know if you need further assistance with this. 

Thank you for using DocuSign, we hope you have a wonderful rest of your day! 

Best regards,

Alejandro R. | DocuSign Community Moderator  

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

Hi @Steinman,

I hope you are doing well.

I would like to confirm if you were able to solve your issue by utilizing the solution that was suggested? 

If so, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find

Otherwise, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,   

Alejandro R. | DocuSign Community Moderator   

"Select as Best" below if you find the answer a valid solution to your issue!