Hello @James Pedersen, 

Thank you for reaching out here we want to welcome you to the DocuSign Community, I appreciate you bringing your question to this Community.

I apologize for the inconvenience, I know the importance of having the ability to complete the Initials field on your envelope. I understand that your recipients/signers are unable to fill the Initial field that you set up for them when they use their Smart Phone.

To better assist you, are they using the same type of phone system? meaning Android or iOS?

Are they using the DocuSign Web app or the Mobile app?

Note: Some advanced features and options are supported only in specific DocuSign plans. Your account plan might not support some options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance with this.

Best regards,

Christopher | DocuSign Community Moderator

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

Hi @James Pedersen,

I hope you are doing well.

I would like to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

Christopher | Docusign Community Moderator

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