Consigne
What the signer sees
The whole journey from the other side, and the two points where people get stuck.
Nearly every signature that stalls does so because of something happening on the signer's screen, not yours. It is worth knowing exactly what they see.
The journey, step by step
- 1
They open the link
No registration, no password. The link already knows who they are and which document they must sign.
- 2
They read the document
They see the full PDF, can page through it and download it before deciding. Your message, if you wrote one, is there too.
- 3
They fill in any fields
If you added fields for them to complete — a date, a number, a checkbox — those are asked for before they are allowed to sign.
- 4
They draw the signature
A box where they trace their signature with finger or mouse. They can redo it as often as they like before accepting.
- 5
They confirm with the code, if it is an advanced signature
An SMS arrives at the mobile you recorded. They enter the code and that completes the signing.
- 6
They see the confirmation
It is clear they have finished, and once everyone has signed they receive a copy of the closed document.
The two places people get stuck
The first is the SMS on advanced signatures: if the number is mistyped or is a landline, the code never arrives and the person is stranded without knowing why. That is why it pays to check phone numbers before sending.
The second is mandatory fields. If you added fields that must be filled in and it is not obvious what goes in them, people give up. An explicit label on each field fixes it.
Worth knowing
If somebody tells you "it does not work", the first thing to check is whether the link they opened was their own: links are personal and another signer's will not do.
Frequently asked questions
›Can they refuse to sign?
Yes, and they can leave a reason. The request is marked rejected and you see it with their explanation.
›Can they sign from a phone?
Yes, and that is the most common case. They sign with a finger, installing nothing.
›Do they keep a copy?
Yes. When the document closes, they are sent a copy of the signed PDF. You can also add other people as recipients of that copy.
›Can they see who else has to sign?
They can see the document has several signers, but their link only works for their own signature.
A real case
The situation
A firm sends an NDA for signature and the client replies by email saying no code is arriving.
What you do
- Checks the phone number recorded for that signer on the request
- Sees it is a landline, not a mobile
- Cancels, fixes the contact and sends again
What you get
The client signs within five minutes, instead of the NDA ending up emailed back as a scan.
The situation
The signer looks for where to register.
What you do
- Explains they sign from the link with no account
What you get
They sign there and then.
The situation
The signer cannot see where to sign in the document.
What you do
- Places the signature fields before sending
What you get
The path is obvious without explanation.
The situation
The signer receives the code and does not know what it is for.
What you do
- Explains the step in the notice itself
What you get
The second factor stops being an obstacle.
The situation
It is sent for signature without seeing the signer's side.
What you do
- Sends the document to themselves first
What you get
Sticking points surface before reaching anyone.
The situation
The signer wants to read it carefully before signing.
What you do
- Tells them they can open it and come back
What you get
They do not sign in a hurry for fear of losing the link.
This article answers
- what does the signer see
- the SMS code to sign is not arriving
- how do you sign from a phone
- can the signer refuse to sign