Signature not appearing when file is sent back

Question

I was having a document sent for a signature. I had a problem receiving their signature returned on my end twice.

I canceled the 1st document and sent a new one. 2nd attempt, when my client received the email, they opened and signed it. When I checked if it had been signed it didn't appear. I asked my client to send me a photo from their end. It did appear to be signed and returned.

This was the first time I had this issue for a signature request.

-I used form prep (using PC)

-Added where they needed to sign

-Their device (Phone)

Any idea what happened or if anyone else had this issue?

Meenakshi_Negi · Answer

Hi Monica Barahona,

Thank you for reaching out.

Please let us know if you use Adobe Acrobat Sign to get the user's signature. If yes, ask the user to open the document using the desktop or try signing using the browser on the phone device. Check if that makes any difference.

As the signature does not appear, please confirm how the recipient signed the document. How does it appear on your end? More information would be helpful to investigate this behavior further.

Let us know how it goes.

Thanks,

Meenakshi

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