Patients Keep Getting Logged Out After Each Signature

Hi ​@fbertan,

Thank you for bringing this to our attention, and I’ll be glad to help you with this. We understand how frustrating it can be for patients to repeatedly log in to complete their signatures and initials. We apologize for any inconvenience this issue may have caused.

To help us investigate this behavior and determine the possible cause, could you please provide the following information?

• Envelope ID where the issued occurred.
• How are the patients accessing and signing the documents? Are they using w link received via email or another method?
• Are the patients signing on a computer, tablet, or mobile device?
• Does the issue occur after every signature or initial within the same envelope, or only when signing separate envelopes? 
• Please share any error messages or screenshots, if available.
• Could you also verify whether the patients are required to authenticate again every after signature or initials?

I look forward to reviewing these details to help identify the cause and determine the next steps.

Best regards,

Noralynn | Docusign Community Moderator

Hi please see my answers below: 

• Envelope ID where the issued occurred. 
  ********-****-****-****-********0309. But it occurs with every envelop. 
• How are the patients accessing and signing the documents? Are they using w link received via email or another method? Yes they are using the link that gets sent to them. 
• Are the patients signing on a computer, tablet, or mobile device? Not sure, it varies. Would it matter? 
• Does the issue occur after every signature or initial within the same envelope, or only when signing separate envelopes? After every signature/inital. 
• Please share any error messages or screenshots, if available. None available. 
• Could you also verify whether the patients are required to authenticate again every after signature or initials? I believe so, it asks for logging back in and moves them to the next signature. After that signature is completed, they get logged out and have to sign back in and authenticate one more time for the next signature/initials. 

Hi ​@fbertan,

Thank you for providing the additional details. We appreciate your cooperation in helping us investigate the issue.

The behavior may be related to the authentication method, session timeout settings, or security requirements configured in the account. Please review the recipient authentication settings by following the steps below:

1. Go to Admin → Security Settings → Authentication Settings → Recipient Authentication Settings.
2. Select “Any recipient must authenticate on every envelope sent from this account.”

Also, authentication is required because Docusign’s CFR Part 11 controls are designed to help customers meet the identity-verification and electronic-signature requirements of 21 CFR Part 11. By default, signers authenticate again each time they sign or initial, in addition to authentication required to open the document. If envelopes do not require Part 11 compliance, you may send envelopes from a non-Part 11 account.

Link for reference: CFR Part 11 accounts 

I hope the information provided is helpful. If there’s anything else you need or if we can help with anything further, please feel free to let us know. I’ll be happy to assist.

Best regards,

Noralynn | Docusign Community Moderator

If this helped. Feel free to Like👍and click "Best Answer."

If i work for UCLA and they are technically the admin, then as the employee I cannot change these settings correct? because i do not have an admin option to click on. 

Hi ​@fbertan,

I appreciate your response. Yes, that’s correct. If you are using a company-managed Docusign account, certain settings may only be accessible to the account administrator and are authorized to make any changes. If you do not see the Admin option in your account, you likely do not have the necessary permission to view or edit the account settings. We recommend reaching out to your account administrator for assistance.

Thank you for your patience and understanding.

Best regards,

Noralynn | Docusign Community Moderator