Overview

This article covers the most common eSignature issues and how to resolve them, including signer progress showing as 0/0, sideways signatures or signature blocks, and signing problems on the mobile or tablet app.

Signer shows as 0/0 on the progress page

If a signer appears as 0/0 on the progress page, their OnBoard account may not be activated yet.

Ask the signer to accept their OnBoard invitation and activate their account, then check the eSignature progress again.

Signatures or signature blocks appear sideways

Sideways signatures or sideways signature blocks are usually caused by incorrect or malformed metadata in the document.

To fix this:

1. Open the original file on your device.
2. Print the file to PDF. See Metadata Correction - Print to PDF
3. Upload the newly printed PDF to the eSignature.
4. Recreate or confirm the signature blocks as needed.

Signer has trouble signing on the mobile or tablet app

If a signer runs into errors or has trouble signing from the mobile or tablet app, ask them to try signing from a web browser instead.

Additional notes

If the issue continues after trying the relevant steps above, contact Support with the eSignature URL, the affected signer (if applicable), and a description of the issue.