Documents signed on mobile phone not accepted

Forum|Forum|1 year ago
January 27, 2025
2 replies
322 views

Having an issue with documents where the recipient is trying to sign via their mobile device. They believe they have signed but it is only registering as them having viewed the document so the signature remains outstanding. Sent via Salesforce integration rather than via the web/app.

Are people able to sign via mobile without an app?

S

syrenna_6453

Participant

I'm experiencing the same issue! My recipients pull up the agreement on mobile and sign everything, authenticate everything. Then the blue "tap to sign" button does not respond to any touch input and they aren't able to sign. Very frustrating!

Meenakshi_Negi

Legend

Hi syrenna_6453,

Thank you for reaching out, and sorry about the delay in response.

Please let us know if the recipient uses the mobile application or a browser to sign the document. If the browser is used, ask the recipient to clean the browser's cache and cookies.

For mobile applications, ensure the application is updated to the latest version.

If the issue still occurs, share the device's screen recording and application version number (if the mobile application is used). Share the OS version on the device.

Let us know if you need any help.

Thanks,

Meenakshi

Meenakshi_Negi

Legend

Hi sarah_1242,

Thank you for reaching out.

Please ensure they click the blue button at the bottom, "Click here to sign," after they add their signature.

If that does not help, the experts can better suggest this. Please contact our Adobe Sign Enterprise support team for the correct information. You may contact them using the steps in the following help document: https://adobe.ly/4aIyD6v.

Thanks,

Meenakshi

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