eSign Resolution Page
Q. When trying to email the electronic signature, there is no eSign link in the message of the email.
A. When sending out the email, from the print screen, make sure they are selecting the email with electronic signature vs regular email.
Q. When sending out the email, 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 the eSign username and eSign API key are correct.
b). It could also be a certificate issue from Google. Google recently updated their web certificates, which eSign uses when sending or receiving esignatures. (Please call our office for assistance.)
Q. When customer signs the contract and sends it back, there is no electronic signature.
A. There could be a couple of reasons for this:
a) Might be out of monthly envelopes. Log onto your eSign account and verify at the top of their webpage you have enough envelopes left to send out. (if not, the screen will show in red).
b) There credit card on file could be expired or invalid.
Q. Receiving a API error message when sending out the eSign document.
A. There could be an issue with how the API key was entered during install. Have the customer log onto their eSign account. Check the API key make sure it is correct. There can be no spaces when entering into Point of Rental.
Q. In Day at a Glance, 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, 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. There are 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 left side of 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>edit. In the notifications field select Send to Employee who requested via eSign.
Q.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 missing character. Have the customer log into their user account and copy the API key and repaste it in the API field in Point of Rental. (if using v2016) please contact Point of Rental for assistance.
Q. When sending out an eSign, I receive the following message.
A. This could be a billing issue, Verify credit card information on file is updated and correct. Usually means, credit card has been declined.
Q. After the eSign has been signed by the customer, it does 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 a esign task running.
b) If so, edit the task and change the time to 5 minutes.
Q. We are having internet request trouble. The remove server returned the following error 401 Unauthorized.
A. They will need to check their esign account. The email is either not correct or has been changed. Verify the email setting in the Global esign settings are the same in their esign account.