Signatures: Troubleshooting

Here, we'll provide solutions to potential problems you may encounter when using our signatures feature, ensuring a seamless experience for you and your clients.

Covered here: 

I can’t request a signature

If you ever find yourself unable to request a signature from a client, it's likely because you uploaded a document to the folder with an incorrect access level. To resolve this issue, follow these steps:

  1. Navigate to the Docs tab for your selected client.
  2. Locate the document for which you want to request a signature.
  3. Click on the three dots located to the far right and choose Move.
  4. Select a folder with the Client can view access and click Move.
  5. Once you've moved the document to the appropriate folder, find it there, click on the three dots again, and select Request signature.

Now, you can easily resolve the issue of being unable to request the signature from a client. 

I can't find a contact in the list of signers

If you don't see the specific contact in the  Signers list when requesting a signature, it can only mean that the contact is not linked to the account.

To resolve this issue:

  • If this contact is added to TaxDome, go to Clients > Contacts and link it to the account. Then, the contact will appear in the Signers list.
  • If this contact is not added to TaxDome, you can immediately add it when requesting a signature.

The signature field is not appearing for one of the contacts (for a married couple account)

When spouses share a computer to access TaxDome and save their login credentials, it is essential to handle document signatures correctly to avoid confusion. Typically, you add a signature field for each contact and send documents accordingly. However, a common issue arises when one spouse logs in with the other's saved credentials, signs the document and saves it. When the other spouse tries to log in, they don't see the signature field, resulting in confusion.

To check the signature status, follow these steps:

  1. Go to the client's TaxDome account and click the Docs tab.
  2. Select the Signatures subtab.
  3. Hover your mouse over the status of the document to see which email address has been used for signing and which is still pending.
  4. If one spouse has already signed the document using their email address, the other spouse's email address will appear as Pending.

In this case, the client won't be able to add their signature because the signature field has already been completed. You can tell them to log into the correct account and sign their fields or start the signing process from the beginning.

Can't request a signature for one of the contacts while filing a joint return

If your clients file a joint return as a married couple, you may encounter a situation where you want to request their signatures but see only one of them in the  Signers list.

This happens because one of the signers is not added as a contact to the portal, or their contact is not linked to the account.

To resolve this issue:

  • If this contact is added to TaxDome, go to Clients > Contacts and link it to the account. Then, the contact will appear in the Signers list.
  • If this contact is not added to TaxDome, you can immediately add it when requesting a signature. You may also send a signature request to them by email, without adding them as a contact.

One of the spouses doesn’t have email address to e-sign joint returns

If only one spouse has an email and you need both to sign a joint return, there’s a simple solution for Gmail users. Gmail allows you to modify the email address so that both signature requests go to the same inbox. Just add “+1” (or any other word or number) after the main part of the email, like this: johndoe+1@gmail.com. Enter this as the second email address in the web portal, along with the main address. This way, the spouse with the email will receive both signature requests.

1. Click Add signer when filling out the e-signature for joint returns and select New signer.

2. Add a signer. Specify the second email address (e.g.,  johndoe+1@gmail.com) and click Confirm.

This way, your client will receive the letter in the same mail and the other spouse can sign from there, making it quick and easy to get both signatures.

I need one of the contacts to sign the document once again

Let's say you're filing a joint return for a married couple. They both signed the document you sent them. However, you're dissatisfied with the quality of one of the signatures. In this case, you can't just request the signatures for this document once again because the document is already signed by both sides, it's in the final state.

To resolve this issue, you should replace the initially signed document with its copy without signatures. Both contacts will need to sign this document again. So, please remind them to be careful. 

If the issue is connected not with the signature quality but with the failed KBA, read the corresponding article section.

"Unfortunately, there are no questions available to verify your identity for the social security number provided"

If your clients encounter the error message: " Unfortunately, there are no questions available to verify your identity for the social security number provided," it means that our KBA provider couldn't gather enough data from credit bureaus or public records to create the required set of five questions based on the SSN you provided. This typically occurs when your clients' financial activity hasn't been substantial enough in the public eye to generate the verification questionnaire.

As of now, there isn't a direct workaround for this issue. To provide a compliant e-signature remotely, clients may need to follow these steps:

  1. Print the required forms.
  2. Sign the printed forms by hand.
  3. Scan the signed forms back into the system.

This process allows them to provide their signature while adhering to the necessary compliance standards, despite the SSN verification error.

How does someone sign a document as a POA for a client?

In case of the client's death or disability, you can make a POA (power of attorney) to sign a document on behalf of your client. To do so, request a signature and add the POA as a signer using their email address. If you need them to act for your client more in the future, please add them as a contact.

1. Add the POA as a contact within the client account.

2. Make sure signatory authority is enabled for the contact.

Grant support team access

Before contacting the support team, grant them access to the web portal in advance so that they can perform some action as if they were owners of your firm. It allows the support team to quickly resolve issues by performing actions on your behalf, saving you time and ensuring efficient troubleshooting.

1. Go to Settings > Firm Settings from the sidebar menu.

2. In the Editor access section, toggle on Allow support team to log in with owner-like permissions.

3. (Optional) Set the time this permission is valid. By default, access is given for one month, but you can increase or decrease it. 

4. Click Save.

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