Couple of questions....

1) What type of mobile device?

2) What is the exact error message?

3) Does it happen on every envelope they receive?

4) Any issues signing via the DocuSign web application?

​Hi

Iphone

The error message just says unable to start signing process.

We have only sent one envelope so far to this person but other envelopes we have sent to other people work fine.

We have asked them to sign via the web application but they haven't been able to access yet.

Hopefully they are on the latest version of the iOS software. Also could be a App permission issue, but I have an Android and no errors. In my searches I have not found any similar error. I would make sure they are connected to the Internet and also have them try to open the web application through the iOS browser instead of the mobile app.

Same here, user has two documents, one opens and the other one says: unable to start signature process