Our Legal Disclosures settings are correct but the last few documents came back with the below highlighted issue and are unacceptable for our disclosure process. Does this mean the client viewed the initial email and checked the box for ERSD but did not actually go through with the signing at the initial view? Or is there some other possible issue we are missing?
Hi
It is not possible to affirm what is happening with your account just from this image, but there is a high chance that the Legal Disclosure frequency is not set to "First time viewing each envelope sent from this account" or "First time viewing each time the recipient appears in the signing order" - perhaps it has the option "Once for this account". This way, if you send 2 envelopes to the same recipient, they will only need to accept the terms once.
To check this option, go to: Settings (you need to be an Administrator) > Legal Disclosure > Recipients must accept the Electronic Record and Signature Disclosure when signing documents.
Please, access this article to get more information: Enable the Electronic Record and Signature Disclosure for Your Account
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