eSign Resolution Page

The eSign Resolution Page is used to help resolve common questions customers may have when configuring their eSign.

 

Q. When trying to email the electronic signature, why is there no eSign link in the message of the email?

A. When sending out the email from the print screen, make sure you are selecting the email with an electronic signature vs a regular email.

Q. When sending out the email, why do I receive the following message?
 

A. There could be a couple of reasons for this:

a) There is something incorrect with either the email address or the API key listed under System Configuration > Reports and Notification > System Email Set up > from drop-down select eSign setup. Verify that the eSign username and eSign API key are correct.

b) It could also be a certificate issue from Google. Google recently updated its web certificates, which eSign uses when sending or receiving signatures. Please call our office for assistance.

Q. When the customer signs the contract and sends it back, why is there is no electronic signature?

A. There could be a couple of reasons for this:

a) You might be out of monthly envelopes. Log onto your eSign account and verify at the top of the webpage you have enough envelopes left to send out. (if not, the screen will show in red).

b) The credit card on file could be expired or invalid.

Q. Why am I receiving an API error message when sending out the eSign document?

A. There could be an issue with how the API key was entered during installation. Log onto your eSign account. Check the API key to make sure it is correct. There can be no spaces when entering into Point of Rental. 

Q. In Day at a Glance, why is the eSign column is not showing?

A. Right-click on the blue header bar above the first contract. Scroll through the list to eSign, check the box, and use the Move Up button to bring the eSign to the top of the screen. Click Save. 

Q. How can I move the eSign Link in the body of the email letter?

A. Point of Rental by default puts the eSign link in this location. It can not be moved. You would need to go to your email letters and in the body of the email, move down the signature file. This will put the eSign link now above your signature line. 

Q. When sending out the eSign document, why are there two signature lines in the body of the email?

A. You have a signature line entered in your employee email and one entered in your email letters. Remove the one from your email letters, since Point of Rental will use the one from your employee Id when you log in with your ID and password.

Q. How does a customer obtain their API key?

A. They will need to sign into their user account. Under Company detail on the left side of the screen, near the bottom of the page, there is a button SHOW API KEY.

Q. Why does my signature line show twice in my email letter?

A. This means you have a signature line entered in your email letters and also under your employee ID email setup. You only need to use the one located under your email setup since this uses the employee ID credentials when logging in. Please remove the one from your system email letters.

Q. How does the employee sending the eSign receive notification once it has been sent?

A. From Configurations > Reports and Notifications > System Email Setup. Select eSign setup from the drop-down menu > select edit. In the notifications field select Send to Employee who requested via eSign.

Q. Why am I receiving the following message when trying to send out an eSign?
 

A. Something in the API key has changed. Either the API key is incorrect, there could be a space before the first letter in the field, or a character is missing. Log into your user account and copy the API key and paste it into the API field in Point of Rental. If you are using v2016 please contact Point of Rental for assistance.

Q. When sending out an eSign, why do I receive the following message?
 

A. This could be a billing issue. Verify that the credit card information on file is updated and correct. Usually, this means the credit card has been declined.

Q. After the eSign has been signed by the customer, why does it not update in my Day at a Glance?

A. By default the Day at a Glance screen will update the eSign every hour. It is recommended, that you go to System Configurations > Configure Task Runner.

a) Make sure there is an eSign task running.

b) If so, edit the task and change the time to 5 minutes.

Q. We are having internet request trouble. Why did the remote server return the following error: '401 Unauthorized'?
 

A. You will need to check your eSign account. The email is either not correct or has been changed. Verify the email setting in the Global eSign settings are the same as in your eSign account.
 

Q. When the following error appears 'Invalid Recipient Name < 3' (refer to attached file), is this due to the customer name being less than 3 characters long?
 

A. Update the customer name to be at least 3 characters or longer as that is the minimum requirement within the eSign portal.