eSignature DocuSign issues

3 replies
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Has anyone else had major problems with clients unable to sign this year? A lot of our issues are clients unable to get past the first step of typing their basic information in. The screen either says they typed their address wrong, goes to a blank screen or says their information doesn't exist.

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pallsevy

Level 3

As I helped an older client last year I discovered that the address needs to match exactly what I have on the tax return. If I have North spelled out it needs to be North. If I have N then it needs to be N. I hope that is true but that is what I found for that client. Now I tell all my clients to use the address I have on the preliminary tax return I send to each client.

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Amajane285Author

Level 4

Thank you, we will focus on this and see if it makes a difference. Looking back at screenshots from one of our 'Fails'. He had entered CT instead of Court.

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TAS96815

Level 2

Yes, in the past few hours, two of my clients have had issues, whereby they receive an error when entering address, ssn or birthdate info.

can anyone help?

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