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J
J.Amundsen
Participant
October 30, 2025
Question

Clients Having Trouble Filling Out E-Signature Documents

  • October 30, 2025
  • 1 reply
  • 127 views

Hello,

 

The agency I work for has an application for services that I regularly send out through the Acrobat's E-Signature function.  I get applications that are missing data we need to process these applications.  I originally thought the issue was that the potential client just did fill out the section or forgot to add something like the city they lived in (the address is all in one field, not broken up).  Now I'm getting feedback that these people are filling it out, but it seems that most of their data gets deleted when they sign and it gets sent to me.  Today I had one person tell me they tried filling it out over 10 times as he would fill in a field and when to a new one, what he had entered disappeared.  When he went back to the field that seemed to have been deleted, the data would reappear when he clicked on it.

 

I've tried sending these documents to sign to my work and personal email and can't replicate this.  Is there any advice anyone can provide that I can give to these applicants, so we can get fully filled out applications?

 

Thank you

1 reply

Meenakshi_Negi
Meenakshi_Negi
Legend
October 30, 2025

Hi J.Amundsen,

 

Thank you for reaching out, and sorry about the trouble caused.

 

This appears to be a weird behaviour. As you are unable to replicate this behaviour, could you ask one of your recipients to share a screen recording of what is happening? It will help us to investigate this behaviour. 

 

You may ask the recipients to clear their browsers' cache and cookies. Or try opening the document in a new incognito window on Chrome. Check if that helps.

 

If the issue persists, please share the document you sent for signature and outline the steps for adding the form fields to the form.

 

Thanks,

Meenakshi

J
J.AmundsenAuthor
Participant
November 4, 2025

I've attached our standard WCR-1 Application for services.  My process is as follows once I open up the document:

 

  1.  I select E-Sign in the Acrobat Tool Bar.
  2.  I select Request e-signatures.
  3.  I enter the client's email address in the "Add recipients to e-sign this document" field.
  4.  I click the "Specify where to sign" button.
  5.  I drag the "Signature" option into our signature field on the WCR-1 form.
  6.  I click send.

 

I haven't really been able to use our clients to troubleshoot the issue, I need to get their application in as quickly as possible.  The with most recient client I had with issue had is application returned to me with just his first name, day and month of birth (but not the year), and the signature.  Obviously I can't share that document, but after talking to the client to get the missing information, it was clear that they had filled out the application but most of the data didn't save.

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