E-Signature FAQ
Answers to common setup and operating questions about E-Signature.
For what the app is and how to set it up from scratch, see the
E-Signature Overview.
Setup
What do I need to configure before my team can send documents?
Nothing. E-Signature works with its built-in native signing provider out of the box, using default settings. The defaults are: expiration set to 30 days, automatic reminders off, all users can send, external signers allowed, and signing certificates generated on completion. You can adjust any of these on the Settings tab.
How do I connect an external signing provider like DocuSign or HelloSign?
Go to Admin > Integrations, add a new integration in the “esignature” category for DocuSign or HelloSign, and enter your API credentials. Once the integration is active and enabled, the provider appears in the Default E-Signature Provider dropdown on the Settings tab. Requests sent through an external provider use that provider’s signing flow and webhook-based status updates.
Permissions and access
Who can send signature requests?
The Who Can Send Documents setting on the Settings tab controls this. It has three options: All users (the default), Managers only, or Admins only. App-level admins (granted through the Apps Marketplace) can always send regardless of this setting. The same restriction applies to bulk sends.
Who can see another person’s signature requests?
Admins and app-level admins see all requests in the organization. Managers see their own requests plus requests created by their direct reports. All other users see only requests they created or are named as a signer on. Anyone can also see a request that has been explicitly shared with them or with a group they belong to.
How do I grant someone admin access to E-Signature without making them a full admin?
Use the Apps Marketplace to grant an app-level admin role for E-Signature. App-level admins can access Settings, Analytics, and Document Packages — the same tabs a full admin sees — without any other admin privileges.
Day-to-day
What happens when I send a request with multiple signers?
Signers are notified in the order you assign. The first signer receives their invitation immediately. Each subsequent signer is notified only after the previous one signs. If any signer declines, the entire request moves to Declined status and remaining signers are not asked to sign.
How do automatic reminders work?
Automatic reminders are off by default. Turn them on with the Send Automatic Reminders toggle on the Settings tab. Once enabled, the system sends a reminder to each pending signer at the interval set in Reminder Frequency (default every 3 days). Reminders respect the signing order — a signer whose turn has not arrived yet will not receive one. Reminders stop after 60 days regardless of the expiration window, so abandoned requests do not generate notifications indefinitely.
Can I void a request after it has been sent?
Yes. You can void any request whose status is Sent, Viewed, or Partially signed. Voiding cancels all outstanding signing links immediately — a signer who opens a voided request’s link sees a message that the request is no longer active. Internal signers who were still awaiting their turn receive an in-app notification that the request was cancelled.
How do I send the same document to many recipients at once?
Use Bulk Sends. Choose a template that has a single signer role, upload a CSV file with one row per recipient (each row needs at least a name and email column), preview the list, and send. The system creates one individual signing request per recipient. A progress email is sent as the batch completes. If Allow External Signers is turned off, every email in the CSV must belong to a member of your organization.
What is kiosk mode and how do I set it up?
Kiosk mode turns a shared device into a walk-up signing station. Create a kiosk session from the Kiosk tab by choosing a template and setting a passcode (4–6 characters). Share the kiosk URL with the device. Each person enters their name and email, signs on screen, and the device resets for the next signer. The session timeout (default 5 minutes, maximum 60 minutes) controls how long a signer has before the session expires. To exit kiosk mode, enter the passcode you set.
What AI document analysis features are available?
When Enable AI Document Analysis is on (the default), signers and senders can use AI to summarize a document, ask questions about it, extract key terms, and detect potential risks — all before signing. Additional analysis toggles on the Settings tab cover PII detection, bias detection, sentiment analysis, compliance checking, content moderation, and readability scoring. Each can be turned off individually. A separate AI Field Suggestions toggle lets AI recommend where to place signature fields based on document content.
What happens when all signers finish signing?
The request moves to Completed status. The system generates a final signed PDF with all signatures overlaid, plus a signing certificate that records every audit event (created, sent, viewed, signed, completed) with timestamps, IP addresses, and user agents. The creator and all internal signers receive a completion notification in their inbox and by email. If HR File Manager is enabled and configured to sync from E-Signature, the signed document is automatically filed there.
When something looks wrong
I received a signing link but it says “expired” — what happened?
Signing links expire when the request reaches its expiration date (default 30 days from when it was sent). An hourly background process checks for overdue requests and moves them to Expired status. Once a request expires, all its signing links stop working. Ask the sender to duplicate the request and resend it.
It says I can’t sign yet — why do I have to wait?
The sender set a signing order. Each signer must complete before the next one can begin. You will receive a “your turn to sign” notification by email (and in your inbox if you are an internal user) as soon as all signers before you have finished.
Why can’t I create a new signature request?
Your admin has restricted who can send documents. If the setting is Managers only, you need a manager role or above. If it is Admins only, only administrators and E-Signature app-level admins can create requests. Ask your admin to check the Who Can Send Documents setting on the E-Signature Settings tab.
A signer says they never received the signing invitation — what should I check?
First, confirm the email address on the request matches the signer’s actual address (the system lowercases all signer emails). If the signer is external and Allow External Signers is turned off, external signers cannot be added in the first place. If SMS delivery is expected, check that Enable SMS Delivery is turned on in Settings and that a valid phone number (at least 10 digits) was entered for that signer. You can also click Resend on the request to send a fresh reminder to all pending signers.
A request shows “Declined” but only one signer refused — does that cancel it for everyone?
Yes. When any signer declines, the entire request is marked Declined and no further signing is possible. The sender receives a notification with the signer’s decline reason (if one was given). To continue, duplicate the request to create a fresh draft, remove or replace the declining signer, and resend.
Licensing and limits
Does E-Signature require a licence?
No. E-Signature is a pay-as-you-go app, billed per envelope. It is available to every tenant without an upfront licence decision — an admin enables it from the Apps Marketplace and usage is metered.
What are the limits I should know about?
- Document format: PDF only.
- Default expiration: 30 days (admin-configurable on the Settings tab).
- Reminder frequency: Every 3 days when enabled (admin-configurable); reminders stop automatically after 60 days.
- Signer attachments: Accepted types are PDF, JPG, JPEG, and PNG; maximum 10 MB per attachment.
- Kiosk session timeout: Default 5 minutes, maximum 60 minutes per session.
- Kiosk passcode: 4–6 characters.
- Template categories: HR, Legal, Sales, General, Compliance, Onboarding, and Other.
- External providers: DocuSign and HelloSign integrations are production-ready; other providers (Adobe Sign, PandaDoc, SignRequest, SignNow) have code in place but are not yet exposed in the UI.
More help
- E-Signature Overview
- Ask AI — the assistant answers E-Signature questions from these articles.