Help with Client Signing Issue

Question

Hello. I’ve sent a document to a couple to sign. The husband has successfully signed via his email address; however, the wife is having issues completing hers. When she clicks the ‘Review Documents’ link in her email, she says she is being directed to a page to log in to DocuSign or create an account. I’ve set up text message authentication so, after clicking the email link, she should be prompted to have a code sent to her phone. She shouldn’t be required to log into DocuSign or set up an account. Has anyone experienced this before? Is there a fix for this? Thanks.

mr1 · Accepted Answer

HiIn reading another post in the forum - this could also be something to check:If recipients are being asked to log in during signing, it may be due to the login requirements set in your account’s security settings. Please go to Admin > Security Settings > under Log in Requirements and select “Not Required to Log in”If you do not have admin access, please reach out to your admin to make this change.original post:mr1

mr1 · Answer

​@HWMDoes she have her own DocuSign account under that email address? (maybe one she used only a few times and forgot about...?). If she has an account, she may be required to log in before signing. I can’t think of any other reason she would be asked this.If not, you could try to “correct” the original document and resend to her at another email address.good luckmr1

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