Find quick answers to common questions about E-Signatures. For step-by-step instructions, see Request E-Signatures in Client Tasks.

Is E-Signatures included in my plan?

Yes. Standard signature requests are free and unlimited on every plan. Only KBA identity verification has a fee.

Why don't I see Request an eSignature?

Check these causes:

Should I use E-Signatures or a proposal for engagement letters?

Use a proposal when you want the signed engagement to set up billing and invoicing automatically. Use E-Signatures when you only need a signature on a PDF. Proposals have their own signature step and do not use E-Signatures.

Can I request a signature outside a project?

Not yet. Signature requests live in Client Tasks so each request stays organized with its project. The Request Signature option in a client's Files tab belongs to Adobe Sign and appears only while an Adobe Sign connection is active. If you need to request signatures elsewhere, post your idea on our Feedback board, which you can also reach from Roadmap in the left navigation.

Do I still need Adobe Sign?

No. You do not need Adobe Sign to request signatures in Client Tasks. E-Signatures only places signing fields on a PDF, so you still need a PDF editor if you want to change the document itself.

Why do my signature requests still go to Adobe Sign?

Your firm can use only 1 provider at a time. If any team member still has Adobe Sign connected, even with an expired connection, requests use Adobe Sign. Ask every team member who connected Adobe Sign to remove it in Settings > Integrations, then start a new request. See how to remove Adobe Sign.

How much does KBA cost?

KBA credits are sold as an annual plan in US dollars. Each credit pays for 1 identity verification.

For more than 2,000 credits, click Contact Sales in the plan window.

Each signatory with Enable KBA uses 1 credit when you save the request for your client. A request with 2 KBA signatories uses 2 credits, and a request without KBA uses none. Credits are used whether the signatory finishes verification, and they aren't returned if you void the request or your client declines. Plan credits reset at each annual renewal. Additional credits you buy on top of your plan do not expire.

Where do I buy KBA credits?

Go to Settings > Membership and open the E-Signature Credits tab. Click Choose a Plan, or Manage Subscription and then Buy KBA Verifications if you already have a plan. You need the Manage Billing and Membership permission to see Membership. If your balance runs out, a banner with a Purchase KBA link appears when you turn on KBA for a signatory. Requests without KBA still send.

Why can't I turn on KBA?

The Enable KBA switch is unavailable when your firm is not on a paid Financial Cents plan. Hover over the switch to read the message: Identity verification is available on a paid plan. Upgrade your plan and purchase KBA verifications to use it.

KBA also works only for US-based contacts. Hover over the info icon next to Enable KBA to see that note. Each KBA signatory needs a first and last name on their contact, and signers with an ITIN or a thin credit file may not be eligible.

What happens if my client fails KBA?

Your client gets 2 attempts. After that they are locked out, and an alert icon appears next to their name on the signature card. Click Restart Verification to let them try again. You can do this up to 2 times for each signatory. After that, they need to sign without KBA, so send a new request with Enable KBA off for them.

Can more than 1 person sign the same document?

Yes. Add up to 10 signatories from the client's contacts. Each signatory signs their own fields, in any order. Team members cannot be added as signatories yet.

How do I see who still needs to sign?

Expand the Client Task. The signature card lists each signatory as Awaiting, Signed by or Declined by. See Track and manage the request.

How do I cancel or replace a request?

Click View signature request, open the menu in the top right, and click Void Request. To change a saved request, void it and send a new one. See Track and manage the request.

Where do I find the signed document?

Expand the Client Task to download the signed PDF or copy it into a folder in the client's files. Your client can also download it from the Client Portal once everyone has signed.

Will my client keep getting reminders?

Reminders come from the Auto Reminders on the Client Task section, not from the signature request. They stop when every task in the section is complete. To turn them off, click Schedule or Send on the section and choose Don't send reminders. Auto Reminders require the Scale plan, although some older accounts already have them. You can also send a reminder yourself with the bell icon on the signature card.

What time zone does the signature use?

The Client Task and request details show times in your own time zone. When you include the Certificate of Completion, it records signing times in Coordinated Universal Time (UTC). It also lists the document name and ID, a document hash, and each signer's name, email and IP address.

Need more help? Click the chat bubble in the bottom right corner of your screen to contact our support team.