Digital Signature Technical Support FAQs

What are the system requirements for SIGNiX’s technology?

With SIGNiX, you can sign documents or send documents out for signature using the following technology:

• A computer with one of the following operating systems:
  • Windows 8
  • Windows 7
  • Windows Vista
  • Windows XP
  • Mac OS X v10.4.11 and above
  • Other Windows and Mac operating systems may function, but have not been specifically tested.

 

• Internet access through an Internet Service Provider selected by you. No specific speed is required, but performance may be unsatisfactory using dial-up connectivity.

 

• One of the following Internet web browsers with cookies and JavaScript enabled.
  • Microsoft Internet Explorer (IE) version 9.0 or greater.
  • Microsoft Internet Explorer (IE) version 8.0 or greater (for pre-2015 eSign UI)
  • Microsoft Internet Explorer (IE) version 9.0 or greater (for 2015 eSign UI)
  • Firefox version 3.0 or greater.
  • Safari version 4.1.3 or greater.
  • Google Chrome version 12 or greater.
  • Opera version 8.0 or greater.

• E-mail address and e-mail receipt capability

• Optional:
  • Access to a mobile phone with SMS text message capability may be required in certain circumstances for authentication purposes. 
  • A tablet with one of the following operating systems, configured with default web browser. 
  • Other tablet operating systems, as well as alternate web browsing apps may function, but have not specifically been tested:
    • iOS 4+
    • Android 2.0+

What are the system requirements for downloading and reviewing documents signed with SIGNiX?

For the best experience viewing and printing electronic documents, you should have at least Adobe Acrobat or Adobe Reader, version 9.1 or greater. Documents can be read with earlier versions of Reader and Acrobat, and other standalone PDF viewers, but the experience may vary. SIGNiX recommends that you keep your PDF viewer up-to-date for security reasons.

Do you offer training?

Yes! We offer educational webinars at SIGNiX Academy to teach you the basics of using our products. We can also offer customized training for larger clients. If you’re interested in more in-depth training, please contact sales@signix.com and explain the type of training you’re interested in.

We also offer numerous training and educational videos on a variety of topics that should help to answer most of your questions. These videos and FAQs can be accessed on the SIGNiX support page. 

I received an email with a link to sign a document with SIGNiX? What do I do?

It’s easy to sign documents with SIGNiX. Simply follow these steps:

1. Click on the link in your email to start the process. A new page will open in your Internet browser.
2. Follow the instructions to agree to use an electronic signature.
3. Verify your identity and then create a Signing PIN. This PIN will be used to later verify your intention to sign a document and also to view the documents after they have been signed. Click On to View/Sign.
4. You can scroll through the documents to review them before signing.
5. Click the “Next Signature” button at the top of the screen to guide you to the next signature or other task in the document.
6. Simply click on the “Click Here to Sign” button to sign the document.
7. Follow the prompts during the signing process to finish signing.

What mobile operating systems and browsers do you support?

You can access SIGNiX’s services using iOS and Android mobile devices. Other systems may also work, but they aren’t tested for compatibility.

Do you offer a mobile signing application?

We don’t offer a mobile signing app, but users can easily sign documents on their mobile devices without having to install any software. You can even use our finger-signing feature on mobile phones and tablet devices.

We’re investigating whether an app would be useful for our frequent users to start transactions, check on the status of documents in process, and to perform other tasks.

How do I sign a document on a mobile device?

Our system will email you a link to review and sign documents. You can open this link on your cell phone or tablet device to sign documents. Note: The experience will be better on a larger screen like a tablet computer.

How do I verify a signed document on a mobile device?

SIGNiX’s uses PDF documents that you can view in any PDF viewer. To verify your signatures on a mobile device, you need a PDF viewer app with all of the features of a desktop PDF viewer. For Android devices, Qoppa PDF Notes works well for verifying signatures.

For iPhones and iPads, you can view your digitally signed documents with Adobe Reader Mobile, but this app doesn’t verify the signatures.

If you have concerns about the validity of your documents, you can open your documents with a supported PDF viewer on a PC or Mac. We’re investigating additional options on the mobile front.

I’m looking at a digitally signed PDF on my iPad, but don’t see the signatures. How can I fix this?

The iPad’s built-in PDF viewer app doesn’t have all of the features of a desktop PDF reader. For that reason, the iPad doesn’t show signatures or data entered in form fields.

To view signatures on an iPad, download the free Adobe Reader app. When you open signed documents in this app, you should be able to see the documents’ signatures.

How can I track my transaction’s progress?

With SIGNiX, it’s easy to track the progress of your transactions using our Document Center Home. Here’s how:

1. Log in by using your personal SIGNiX link.
2. You can see a quick overview of all of your documents’ progress by looking at the “Status” bar in the Document Center.
3. You can click on any transaction to see a more detailed summary of the progress.

When should I change my signing PIN?

Your signing PIN is the signature equivalent of your debit card PIN. It’s extremely important that you don’t share your signing PIN with anyone.

If you suspect that your PIN has been compromised, you should change your PIN as soon as possible.

How do I change my signing PIN?

If you’re a SIGNiX user, you can change your signing PIN by following these steps:

1. Click on your personalized SIGNiX link
2. Enter your current PIN to access your SIGNiX Dashboard
3. Click the “Profile” tab
4. Click “Get New Credentials” tab

If you’ve lost your personalized link to the SIGNiX Dashboard, email customersupport@signix.com, and our technical team will send you a new link.

What happens if I forgot my signing PIN?

Users who forget their PIN can easily click the “Forgot my PIN” button on the log-in screen. We will send you an email with a link to reset your PIN.

What if I need to change the personal information in my digital identity?

You can update your digital identity with SIGNiX by following these steps:

1. Click on your personalized SIGNiX link (email customersupport@signix.com if you’ve lost your personalized link)
2. Enter your PIN to access your SIGNiX Dashboard
3. Click the “Profile” tab
4. From here you can edit your personal information

For security reasons, we require that you enter your signing credentials before making any changes to personal information.

How can you require a client to fill in a blank form before they are allowed to sign?

To create documents that must be filled in by your customers, simply place a text box on the document. The text box is automatically set to “mandatory.” You only need to edit the box if you want the field to be an optional step for your signers.

Why do I have to enter my social security number and date of birth?

We use your personal information to verify your identity using a third party authentication company.

We require this information to prove the identity of the signers.

All of the data you provide is stored and transmitted in an encrypted format. Once your identity has been verified, your personal information is stored in a secure environment in full compliance with the ESIGN Act.

Is the information I provide secure and safe?

Your security is our top priority. We store and transmit all of your data in an encrypted format. Your personal information is always encrypted in our secure environment in full compliance with the ESIGN Act.

I can’t get in to your system sign. What could be the cause of the problem?

Make sure you are using your legal name and not a nickname. If you are still having trouble, email customersupport@signix.com and we will help you figure out what’s going wrong.

I received an email with a link, but the link won’t open. What should I do?

Copy and paste the link into your browser address bar. You should now be able to enter and access the document. . If you are still having trouble, email customersupport@signix.com and we will help you figure out what’s going wrong.

I don’t see where to click to sign on the screen. What do I do?

The signature field may be at the end of the document or at the bottom of the page off the screen. You can either scroll the document using the scroll bar on the right, or click the “Next Signature” button to get to the next spot for you to fill in information, sign or initial.  

How can I print my documents in SIGNiX's system?

It’s easy to print your documents with SIGNiX. Once all parties have signed the documents, you’ll get an email with a link to log back in to our system.

When you review the document, you can use the “Print” button at the top right of the page to print the document. You can also download the document using the “Download” button at the top right of the page.

If you’ve already downloaded the document, you can print it out using any PDF Reader.

I’m a signer, and I lost my PIN number to access the site. What should I do?

Click on “Forgot your Credentials?” button on the login page and follow the instructions. You will be prompted to provide your social security number and date of birth. Our system will send you an authorization code to enter in the ”Credential Recovery” dialog.

Note 1: This code is not your new Signing PIN (do not enter into “Signing PIN” box). You will be able to create a new PIN.

Note 2: If you have forgotten your PIN and no longer have access to the email you registered under, email support@signix.com for an email change.

I’ve created a document with only optional fields, but my transaction is not working. What’s the problem?

Any document with optional tasks must have at least one mandatory field. If you’d like someone to simply review a document without taking any actions, you can add a “Read” task to the document.

I see that there is a place to put a date next to where I signed, but when I try to click on it, nothing happens. What am I doing wrong?

You’re not doing anything wrong! In fact, our system automatically fills out the date field based on when you clicked the “Click Here to Sign” button. You don’t need to take any action to record the date you signed.

Why do I sometimes need to use a password or PIN?

The PIN is used to protect sensitive data. Because email is not always secure, someone other than the intended recipient could access to the personalized link we send to your email address. Using a PIN helps prevent unauthorized access to your documents. The company sending the documents determines when to use the PIN, and it may be on a case-by-case basis.

I clicked all the signature fields. What do I do next?

When you are finished signing, follow the prompts on the top right hand corner of your screen to save your signatures and move on to the next step in the process.

My account seems to be disabled. How can I solve this?

If you’ve incorrectly entered your PIN three times, your session will be disabled. To fix this, you can close your browser and try again. If that doesn’t fix it or you’ve forgotten your PIN, you may need to reset your PIN.

To reset your PIN, click “Forgot my PIN” on the log-in screen. When you create a new PIN, you will be issued a new set of signing credentials. 

When I try to verify my identity I’m getting one of the following errors: “Name and SSN could not be verified” or “Individual Not Found.” What’s going wrong?

There are a couple of reasons this could be happening. Here are some common reasons for this issue:

• A spelling error in the name
• The name doesn’t match legal documents
• A nickname was entered instead of a legal name
• A person got married or divorced but didn’t switch their name on existing accounts (car registration, credit loans, mortgages, credit cards, etc.)
• The name entered included the person’s middle name
• The name or social security number in the client database is incorrect

We use highly secure third-party vendors to authenticate signers’ identities. Unfortunately, we don’t have any control over the authentication process. Please contact us by emailing customersupport@signix.com, and we will help you fix this problem.

I’m having a number of problems trying to sign my documents. Sometimes I get an error that says “Internet not responding,” other times the browser seems to freeze up or hangs while loading my documents. What’s going on?

This can happen if your browser or PDF viewer isn’t compatible with SIGNiX’s system. Please refer to the System Requirements section to find out which versions and settings will work best for you.

You can also try clearing the cookies or cache from your browser.

If none of these solutions work for you, please email customersupport@signix.com with information about your operating system, browser and PDF viewer.

I received an email saying, “We could not verify identity information. The web session becomes disabled when the user fails to correctly enter requested information after 3 attempts.” How can I get back in to sign my document?

If you’ve incorrectly entered your PIN three times, your session will be disabled. To fix this, you can close your browser and try again. If that doesn’t fix it or you’ve forgotten your PIN, you may need to reset your PIN.

To reset your PIN, click “Forgot my PIN” on the log-in screen. When you create a new PIN, you will be issued a new set of signing credentials.

I sent a transaction for signing, but my signers haven’t received any emails yet. How can I send the email again?

Before sending another email, it’s a good idea to check to find out why the first email didn’t go through. Here are some good things to check:

• Ask the signer if the email may have been caught in their junk/spam filter.
• Confirm that the email address you entered for the signer is correct.
• Remember that depending on your workflow, not all of the signers will get the email at the same time. Often, someone will have to complete their step before the email is sent to the next person.

If you still don’t know why the email didn’t go through, you can easily resend the email. Simply go to the “Status” tab in the SIGNiX Dashboard. Next to each signer’s name, you should see a button that says “e-mail.” Simply click that button and you can send the signer an email and customize the message you send to them.

I’m trying to drag checkboxes and text fields onto the document, but the fields are greyed out. What’s going on?

You need to add a signature or initial field to the document before adding other fields (like check boxes or text boxes). Once you add a signature field or initial field, you should be able to access the other fields on the page.

Once you do this, the fields will no longer be greyed and inaccessible. Here’s a video to help explain how to add tasks to a document with MyDoX.

How do I create a transaction template with SIGNiX?

Creating a template with SIGNiX is fast and easy. Just follow these simple steps:

1. Log into MyDoX using your personalized link
2. Click on “Transaction Templates” (This is where your templates will be saved in the future.)
3. Click on “Create New Transaction.”
4. Add parties to the document like you would for any other document.
5. Add documents like you would for any other document, and place any fields you want on the document (signatures, initials, text boxes, etc…)
6. Before sending the transaction, click on the “Save As” icon on the top right of the page.
7. Give your template a name, add a description if you’d like, and click “New Template.”
8. Your new template should show up in your “Transaction Templates” menu.

Do you have other questions about using MyDoX or EnterpriseDoX? Check out our FAQs page or feel free to email customersupport@signix.com.

Can you remove the ability to delete transaction templates so that I am the only one that can delete them?

At this time, we don’t have a capability to lock templates from being changed.

How do you copy an existing template and create another template from it?

It’s easy to create new templates with SIGNiX. All you have to do is open an existing template, select “save as,” give it a new name and select “New Template.”

I lost my PIN number to access the Document Center.

To reset your PIN, click “Forgot my PIN” on the log-in screen. When you create a new PIN, you will be issued a new set of signing credentials.

Note: This code is not your new Signing PIN (do not enter into “Signing PIN” box). You will be able to create a new PIN.

I’ve recently changed my name. How can I update my identity?

To change your name in SIGNiX’s system, simply email support@signix.com.

How can I change my email address in your system?

1. Click on your personalized SIGNiX link (email customersupport@signix.com if you’ve lost your personalized link)
2. Enter your PIN to access your SIGNiX Dashboard
3. Click the “Profile” tab
4. From here you can edit your personal information

My account was disabled. What should I do?

Close out of all of your browsers and log back in using your personalized link. If that doesn’t work, contact customersupport@signix.com.

I tasked my signers with acknowledging several documents. How do I check that they completed that task?

There are two ways to be sure of this.

1. Users will not be able to finish the signing process without moving through the acknowledgement step. If they have finished signing, they have acknowledged the document.
2. The evidence of the acknowledgement is located in your TotalAudit^TM documentation produced with each transaction.

One of my signers has been disabled/locked out on their first visit to the site? What’s going on?

This usually happens when the signer enters incorrect information for their social security number or date of birth three times. When this happens, they will be locked out of the system for 24 hours. You should receive an error notification, and you can ask the user to try again in 24 hours.

I seem to be stuck at a loading screen when I’m trying to access my transaction. What’s going on?

This can happen when a person enters unexpected characters in his/her name (like a comma). The system will allow it to go through, but when you try to access the transaction again, parsing of the data will cause the transaction to freeze up.

Unfortunately, you will need to re-initiate the transaction, being sure to correct the name and remove the offending character.

Transactions are failing when using a user with an apostrophe in his name, a hyphenated last name and/or unusual characters in his name. How do I resolve this?

Identities need to match the names on file with our third-party authentication services. Email customersupport@signix.com to find out why the name is being rejected.

Signers in my transaction are failing to answer the Submitted Questions properly. Why is this occurring?

If the user does not answer the Submitted Questions exactly as expected, the system will not accept the user’s answer. For example, if the answer was “Saint John,” but the user entered, “St. John” the user will fail.

You may need to instruct the user to be clear in what they need to answer, and the format of that answer (capitalization, punctuation, etc.).

I’ve asked my signers to authenticate with Knowledge-Based Authentication (KBA) but they are objecting to the questions and/or finding them too difficult to answer. What should I do?

If a signer fails a question, they get another chance at two more challenge questions. The signer must pass both questions or they fail the authentication process and are locked out for 24 hours.

We use a third-party vendor to search multiple database to provide background questions for the signer. Sometimes singers find the KBA questions too difficult to answer. If this happens, please ask the signer to wait 24 hours and try again. The new set of questions will most likely be different.

I can’t find transactions I’ve initiated in my workgroup. How do I view them?

There are several possible reasons for this. It could be that you’re not in the correct workgroup. Work with your administrator to make sure you’re in the correct workgroup.

When you’re in the Document Center, you’ll see a drop-down on the top right side of the screen where you can choose different workgroups.

If you’re still having trouble, please contact customersupport@signix.com.

Note: Each submitter is a member of their personal workgroup and company workgroup. In the personal workgroup, they will see any transactions they have signed. In the company workgroup, they will see all of the transactions they have been party to as a submitter or a signer. They need to work from the company workgroup.

I am part of a signing process I initiated, but I can’t seem to find my “Click Here to Sign” signature field / button. What did I do wrong?

It’s possible that you might have accessed the transaction through the wrong link. You must access documents you need to sign by using the link sent to your email. If you access the transaction from the Document Center, you will be viewing it as a submitter, not as a signer.

I can’t find a specific Document Set. What do I do?

You can search for a specific document set by client name, date of signing, status, title or signing party name. Note: The search tool does not check actual document content.

Note: Date searches have to be formatted as: 2007-08-21 or 2007-08 or 2007 — any other format will return a negative response.

I just signed a document, but can’t find it on the activity log or in a folder.

Sometimes it takes the system a minute to update after a document has been signed. Try clicking the “refresh” button on your browser.

I’m trying to cancel a transaction, but I can’t find the cancel button. Where is it?

To cancel a transaction, you must be logged in to the Document Center. Click the transaction you want to cancel. At the top right side of the screen, click the “Cancel Transaction” button.

I deleted a transaction, but the participants in that transaction are still receiving notification emails. How do I stop this from happening?

When a transaction is active, notification emails are sent out to both the submitter and signers at three, five, seven and ten days from the transaction’s initiation date. Unless the transaction is cancelled or completed, notifications will continue to be delivered. You must cancel the transaction instead of deleting it.

To cancel the transaction,

1. Click on the desired transaction in the document center. 
2. Click “Cancel Transaction” in the top right side of the screen.
3. You can enter a note in “Explanation”
4. Check off which users need to receive a notification of cancellation – can be left unchecked for all parties
5. Click “Submit.”

What happens to the documents I signed while at my employer after I leave my position?

You will be removed from your employer’s workgroups. Documents that you signed on behalf of yourself, which are not related to corporate activities, will remain in your digital Document Center. Documents signed on behalf of the corporation remain accessible to remaining members of the workgroup.

I left my company. Can I remove my identity from SIGNiX's system?

If you have signed any documentation using SIGNiX, your identity cannot be removed unless your company authorizes the deletion of the signed documentation and then your identity.