Frequently Asked Questions 

• Counter Sign
• eSign
• End of Day
• Reports

 CounterSign
 

• I'm receiving an error message, "Email Address: for OpNo:#,"  when I select "Get Signature" from the print screen.  

• This message appears when there isn't an email address listed under the employee's (operator) profile. Add an email address the employee's profile. 

• I'm trying to log into rentalesign.com/countersign and when I enter my username and password, I am continually brought back to the username and password page.
  • This usually is an indication you might have multiple accounts set up. Reset your password and log back into the countersign webpage.

• When I'm in the Print Screen of a contract, the CounterSign  button does not appear.
  • Make sure the module has been licensed. If you are not licensed for this module, the button will not appear.
  • If you're licensed, go to:
    • Expert: Counter Menu > Tools > Printer Setup > Advanced tab > Modify > Signature File. In the Signature File field, enter "COUNTERSIGN" in all capital letters.
    • Elite: Left Menu > User Tools > Operator Information > Print Setup > Advanced tab > Modify > Signature File. In the Signature File field, enter "COUNTERSIGN" in all capital letters.

• In Day at a Glance, I do not have a column that displays the status of the eSignature.
  • From within Day at a Glance, right click on any column header. In the window that appears, check the column "eSign". To the right, use the Move Up/Down buttons to rearrange the column order. When you're ready, press "Save" to save your changes. 

• How do I add my logo to the CounterSign screen?
  1. Go to rentalesign.com/countersign.
  2. Log in using your existing e-sign username and password.  You can use the "Forgot Password" link, to rest your password.
  3. Click the Configure Your Logo option at the top of the screen.
  4. Upload your logo (maximum of 250px X 100px).
  5. Once the logo has uploaded, click save.

• When logging into my user account the top the screen is red.
  • You are out of the number of envelopes allotted for this month. If this is happening continually, consider moving to the next monthly service package.

• How many terminals can I assign per tablet?
  • It is recommended to only assign one tablet per terminal.

• How can I set my tablet from timing out?
  • By default, tablets can only be "awake" for a maximum of 30 minutes to prevent it's battery from draining.
  • You can download an app from the Google Play Store for free called "NO SCREEN OFF". This will prevent the screen from timing out as long as the device is plugged into a power source. 

• How can I prevent customers from accessing different websites from the CounterSign browser?
  • You may be able to place restrictions on the browser. Please consult with your IT administrator for to learn about security options. 

• How do I show the backside legalese on the CounterSign tablets?
  • From Program Menu > Configurations > System Configurations > Laser Contract Formats > select the appropriate format, under sections tab, check backside legalese.

• When I send out a countersign document, I receive the following error message.

• This may be a billing issue. Confirm your credit card information on file. Verify that it is up to date. This message can appear when a credit card expires.

Additional resources
eSign CounterSign Setup
eSign Counter - How it works

eSign
 

• When I email my customer, the email does not contain a link to sign the document.
  • When sending an e-signature from the Print Screen, make sure you are selecting the contract format "Email electronic signature" NOT "Email".
  • Ensure that your eSign email letter template includes an eSign link. 
    • To learn how to set up an email template, visit our article, Email Letters. 

• When I send an email, I receive the following message.

• This message may appear for one of the following reasons:

1. There is something incorrect with either the email address or the API key listed under eSign setup. Confirm the eSign username and eSign API key are correct.
   • To get there:
     1. Expert: Program Menu > Configuration > Reports and Notification > System Email Setup > eSign Setup
     2. Elite: Configuration Gear > Legacy (Core) Options > App Configuration > Reports and Notification > System Email Setup > eSign Setup
   • For more information on how to find the email address and API key associated to your account, visit our help article eSign Remote Setup in section "Getting eSign API and Username."
2. This may also be caused by a certificate issue from Google. Google has recently updated its web certificates, which eSign uses when sending or receiving signatures. Contact our Product Support Team for further assitance.

• When a customer signs the contract and sends it back, there isn't an electronic signature attached.
  • There could be a couple of reasons for this:
    • You may be out of monthly envelopes or packets. You can confirm your available envelope quantity in your account at https://rentalesign.com. Once you login, at the top of the page, you'll be able to view the amount available.
    • The credit card on file may be expired or invalid.

• Receiving an API error message when sending out the eSign document.
  • There could be an issue with how the API key was entered during install.
    • Log in to your eSign account. Check the API key to make sure it is correct. There can be no spaces when entering into Point of Rental. 
    • For more information on how to locate your API Key, see our article eSign Remote Setup in section "Getting eSign API and Username."

• ​​​​In Day at a Glance, I do not have a column that displays the status of the eSignature.
  • From within Day at a Glance, right click on any column header. In the window that appears, check the column "eSign". To the right, use the Move Up/Down buttons to rearrange the column order. When you're ready, press "Save" to save your changes.

• How can I move the eSign link in the body of the email letter?
  • To do this, edit the eSign email letter template. Search and select the email letter you'd like to modify.
    • Expert: Program Menu > #9 Configurations > System Configurations > Email Letters
    • Elite: Gear icon > App Configurations > System Configurations > Email Letters
      • For further assistance, see our article Email Letters.

• When I send an eSignature, there are two signature lines in the body of the email.
  • You have a signature line in your employee email and another in the eSign email letter template. Remove the signature line from the eSign email letter template.
    • Expert: Program Menu > #9 Configurations > System Configurations > Email Letters
    • Elite: Gear icon > App Configurations > System Configurations > Email Letters
      • For further assistance, see our article Email Letters.

• How do I locate my API key?
  • To find the API key associated to your account, visit our help article eSign Remote Setup in section "Getting eSign API and Username."

• Can I get a notification when an employee sends an eSignature? 
  • Yes! Follow the below path for your product. Once there, enter your email in the Notification Email field. Then, from the Notifications drop-down, select Send to Employee who requested via eSign.
    • Expert: Program Menu > #9 Configurations > Reports and Notifications > System Email Setup > eSign Setup > Edit
    • Elite: Gear icon > App Configurations > Reports and Notifications > System Email Setup > eSign Setup > Edit

• When I send out a countersign document, I receive the following error message.

• This may be a billing issue. Confirm your credit card information on file. Verify that it is up to date. This message can appear when a credit card expires.
• Check your account here, https://rentalesign.com. 

• After the eSign is signed by the customer, it does not update in my Day at a Glance.
  • By default, Day at a Glance will update eSign every hour. However, you can change the frequency that eSign updates. This is done within the Point of Rental Task Runner.
  • To learn how to do this , see section "Setting a Scheduled Task in Task Runner"  in our article eSign Remote Setup.

• The remote server returned the following error, "401 Unauthorized."
  •  The email in your eSign account was either not entered correctly or has been changed. Confirm that you have the correct email address in your account, https://rentalesign.com.

End of Day
 

• Why are my credit cards are not balancing? 
  • There are several possible reasons for this. The reasons depend on if your credit card integrated (meaning whether you can take credit card payments from within Point of Rental). Find the scenario that relates to you best:
    • I can charge credit cards from Point of Rental:
      • Wait a few minutes and try again. After running a payment or refund, it may take a few minutes for it to appear in your processor. 
      • Duplicate charges. Your processor ran a charge or refund twice. Check with your processor provider to confirm (CAYAN, MONERIS, STRIPE). Void the duplicate charge.
      • Payment(s) were taken after the last End of Day.
    • ​​​I cannot charge credit cards from Point of Rental:
      • Run the Check & Card Report to confirm credit card payments were recorded in Point of Rental correctly.
      • Compare the Check & Card Report to what's in your processor.

• Why are my checks not balancing?
  • This may be caused by a check payment being recorded as another payment method. 
    • Compare the checks you have and the checks recorded in the Check & Card Report. For more information on the report, see our article Check & Card Report. 
  • Confirm that all check are present and not misplaced. 
    • Compare the checks you have and the checks recorded in the Check & Card Report. For more information on the report, see our article Check & Card Report.

• Why are the value of my checks in the drawer as cash (or another currency)?
  • This happens w​​​​​hen checks payments are entered (added to the drawer) and then are not deposited at End of Day. The checks will roll over as cash the next business day. 
    • To resolve this, deposit the value of the check as currency at the End of Day.
    • For more information, see our article End of Day Imbalance Troubleshooting. 

• Point of Rental shows that "Store X" did not finish closing but all of our stores have closed.
  • This means a process has not been completed for the store displayed in the pop-up message. 
    • To resolve this, open the terminal that initiated the End of Day at the store number shown in the pop-up message and reinitiate the End of Day.
      • For further assistance, run the End of History report  and contact our Product Support team. 

• Why does the Customer Income by Zipcode report not match Transaction Dashboard Totals?
  • These reports may not match, which is normal.
    • The Customer Income by Zipcode report is based on the amount your customer has paid, while the Transaction Dashboard displays the total for every contract regardless if it has been paid or not.