Mobile Friendly

  • 10 June 2024
  • 2 replies


I have sent some documents that have been checked off as mobile friendly, but when the recipient opens the attachment, it states that it cannot be opened on the phone. Is anyone else having this issue?

2 replies

Userlevel 3
Badge +11

Hi @SanPaloma,


Welcome to the Docusign Community!


We are glad to have you here and can't wait to help share as much knowledge as possible.


I am sorry to hear that your recipient is experiencing issues when accessing your envelope on their mobile device, but I will assist you in solving the issue.


If your recipient is getting an error similar to “Signing Mobile Not Allowed - Signing this envelope on a mobile device is not allowed, please use a computer” , your envelope might have one of the following unsupported features enabled:


Envelope level (using one of these features will prevent all signers on the envelope from signing via the mobile app):

  1. Supplemental Documents
  2. Sent from a 21 CFR Part 11 compliant account
  3. Pre-fill Document Fields

 Recipient level (if a recipient has been assigned one of these fields or roles, they will not be able to access the envelope from the mobile app):

  1. Standards-Based Signatures
  2. eHanko
  3. Specify Recipients
  4. Allow to Edit
  5. Update Recipients
  6. Signs with Notary

More information at Complete this document in a browser (DocuSign Mobile for iOS or Android)


Feel free to let us know if you need further assistance with this. 


Thank you for using Docusign, we hope you have a wonderful rest of your day! 


Best regards,


Alejandro R. | Docusign Community Moderator  


Please click "Best Answer" below if you find my reply to be a valid solution to your issue!


Userlevel 3
Badge +11

Hi @SanPaloma,


I hope you are doing well.


I would like to confirm if you were able to solve your issue by utilizing the solution that was suggested? 


If so, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.


Otherwise, feel free to let me know and I will gladly help you address the situation as soon as possible.


Best regards,   

Alejandro R. | Docusign Community Moderator   

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