No option for signer to sign mid-way through

Question

Has anybody else experienced an issue whereby, on one participant to a multi-party signing of a document using the iOS app, the pen-nib icon is missing and the participant therefore cannot sign using the app?

Referring the participant to their mobile phone handset to access the document via their email and sign will then advance the contract on to the next participant as usual and the mobile app will again work, but it's dreadfully unprofessional to have to do so.

There appears to be no consistency in which participant will be affected and it doesn't occur on every contract.

This is so irritating now that, 6 years and millions of £ of contracts signed through Echosign/Adobe Sign later, I'm seriously looking into Signable.

Meenakshi_Negi · Accepted Answer

Hi Johnw,

As you have mentioned above, the issue is not consistent and does not occur with every contract.

There may be a possibility it can be an issue either with the application on the device or the document.

However, we cannot say anything till we're able to replicate the same at our end.

I would suggest, make sure that the application and OS on the device are updated.

If you experience this behavior again, please share the particular document with us

Provide the exact workflow used by the signer to open that document when the issue occurs.

Also, let us know the application version and OS on the device.

You may also contact the support directly to get this checked.

For the subscribed account, find below the steps to contact support:

• Login to your Adobe Sign account directly via https://secure.echosign.com/public/login

• Once logged in, check the upper right corner of the page and click the question mark icon.

• It will re-direct you to the page where you get the option to create the support case or to start a chat with the team.

• If you've never logged in this way, use the forgot password option on the login link to set your password.

Let us know if you experience the issue again.

Regards,

Meenakshi

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