FAQ

If I Withdraw a Signature Request, Can I Resend It?

To Withdraw a Signature request means to permanently delete it. If a document is withdrawn it cannot be recovered.   Clients will still receive a notifications that their signature has been requested, even if the document is withdrawn. To Resend withdrawn documents, simply create a new Signature Request.

How Do I Cancel A Signature Request?

If you accidentally sent a signature request to the incorrect person or included an incorrect version of a document, don’t worry – it can easily be withdrawn!

To withdraw a Signature Request:

  1. On the Home page, go to the “Docket” view
  2. Select the document you want to “withdraw” (cancel)
  3. Click on the blue down arrow located next to the incorrectly sent document
  4. Select “Withdraw” to permanently remove the document and prevent access to all signers.

*Note:  When you ‘Withdraw’ a signature request, it  is permanently deleted.

How Do I Remind A Client To Sign A Document?

ClientSide has a feature that will allow you to send a respectful reminder to your clients  to ensure that they sign your documents as quickly as possible.   After you send a signature request, you can send a reminder to each signer who has not yet signed the document.  The reminder will send a follow up email with access to the document  and a short message.

To send a reminder:

  1. From the home screen, go to the “Docket” view
  2. Select the “Pending” tab
  3. Click on the blue down arrow located next to the document for which you need to send a reminder and click “Remind”
  4. A box will then appear, showing you the names and emails of the persons to whom the reminder will be sent
  5. Click “Send Reminder” 

*Note: Reminders will only be sent to signers who have not yet signed the document(s)*

**Note:  If you enabled Sequential Signers when you sent your signature request, the reminder will only be sent to the next signer who must sign, and not to the signers who are later in the queue**

What Is An Expiration Date On A Signature Request?

Signing documents is a time-sensitive endeavor.  The Expiration date allows you to control the period of time signers have access to your signature requests. This feature functions as an additional security layer limiting the timeframe, and therefore chances, for an unauthorized party to obtain access to the document.

When you send a request, you are able to set an expiration date.  If that date passes, any signer who has not yet signed the document will no longer be able to access and sign it.

Click here to learn how to extend a expiration date 

*Note if no expiration date is set, the document will automatically expire the following day.*

 

How Do I Add A New Client?

Whenever you create a signature request for a new client, their name will automatically be saved and stored in the “Clients” portal. New clients can also be manually added by selecting the “Add New Client” button located on the home screen. The clients helps you keep track of all your signature requests by client and matter.

  You can add a Client in one of three ways:

Add Client from Home Page:

  1. From the home screen, click the ‘Create’ button on the menu bar (top right)
  2. Select the “New Client” option
  3. A box will appear where you will need to input the Client’s name (this is how it will appear in the Client view).  
  4. Click “Submit”  

Add Client from Client view:

  1. On the Home page, click the “Clients” button
  2. Locate the column labeled “Client”
  3. Click on the blue “+Add” button in the column labeled “Client”
  4. A box will appear where you will need to input the Client’s name (this is how it will appear in the Client view).  You may optionally enter the Client’s main contact person and the person’s email address. business contact and email address of the Client
  5. Click “Submit”  

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Add Client by sending a Signature Request:

  1. From the Home page,  Request a Signature 
  2. A box will appear, which will include a field to “Specify Client Name”
  3. If you type in the name of a client in the “Specify Client Name” field who does not yet exist in the system, a new client will automatically be created
  4. If you proceed with the signature request and click the blue “Next” button, the new client will be added

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What Is An “Access Code”?

An “Access Code” (also called a “Pin Code”) is an optional layer of security that you can use to prevent unauthorized persons from accessing documents that you send out for signing.

When you create a new Signature Request, a box will appear that prompts you to enter the names and email addresses of each signer.  Here, you can require that each signer enter an Access Code before being able to view and sign the document:

To create an Access Code for your signature request:

  1. In the New Signature Request box, upload the document(s) you need signed, enter the Client Name and Matter Number
  2. Below the Matter Number is a sliding button with the words “Require Access Code to Sign”, click the sliding button
  3. Enter the first name, last name and email address of each signer who will sign the document(s) and click the blue “+ADD” button
  4. Below each signer, a field labeled “Access Code” will appear
  5. Enter an alphanumeric code (numbers and letters only – NO special characters) for each signer
  6. Notify each signer of the Access Code by secondary means (e.g. Phone Call, Text Message, LinkedIn Message, Email to a Different Email Address, etc.)

*Note: entering special characters will prevent you from proceeding with the signature request*

If I Activate The Access Code Feature, How Do I Let Signers Know What The Access Code Is?

For security reasons, we specifically avoided a system that notifies the signer of the access code through the same medium.

Therefore, after you set the Access Code for a signer, you need to notify that signer of what the Access Code is.  We strongly encourage a secondary means of notification for the Access Code other than the signer’s email account (e.g. Phone Call; Text Message; LinkedIn Message, a different Email Account, etc.).

Alternatively, you can always specify a password that only the signer would know (e.g. Last 4 Digits of Social Security Number)

What Does “Sequential Signers” Do?

The Sequential Signers feature allows you to control the order in which your document is signed. this feature becomes available for all signature requests in which two or more signers are indicated.  

To enable Sequential Signers:

  1. In the new Signature Request box, enter the first name, last name and email address of each signer who will sign the document(s) and click the blue “+ADD” button
  2. After you add 2 or more signers, a checkbox labeled “Sequential Signers” will appear beneath the signers
  3. Click the “Sequential Signers” checkbox
  4. You are now able to drag the signers in the order you would like them to sign the document(s).  A number next to each signer will indicate his or her order in the signing queue

*Note:  After you send the signature request with Sequential Signers enabled, all signers are notified of the signature request and are shown the signing order.  Access to the document itself, however, is given in order of the sequence*

I Forgot My Password. How Do I Change It?

 Whether you forgot your password or just want to change it.  You can do this easily from your account’s login screen.

To change password:

  1. Open your preferred internet browser and navigate to your account’s login screen (typically https://YOURFIRMNAME.firmlogin.com)
  2. Below the blue “Log In” button, click the “Set A New Password” link
  3. Enter the email address associated with your account and press the blue “Send Instructions” button
  4. Check your email inbox for instructions on re-setting your password
How Can I See Who Has Not Signed My Document?

If a document has NOT been signed by all parties, it will remain as a “Pending” document in the system.  The number of “pending” signers can be quickly viewed next to every document, and the “Details” view gives a specific view of pending signers and their email addresses.

To see who has completed  the signature request (Docket view):

  1. From the home screen, select the “Docket” view
  2. Click the “Pending” tab
  3. Under the “Status” column the Expiration Date and the number signers remaining for your document are listed
  4. Click on the blue drop down arrow next to the document
  5. Select “Details”
  6. A box will appear showing details of the document, including signers who have already signed and those who have yet to sign  

To see who has completed  the signature request (Client view):

  1. From the home screen, select the “Clients” view
  2. Select the “Pending” tab
  3. Locate and select the client and matter whose document details you wish to see
  4. Locate and select the document for which you wish to see the details
  5. Under the “Status” column the Expiration Date and the number signers remaining are listed for your document
  6. Click on the blue drop down arrow next to the document
  7. Select “Details”
  8. A box will appear showing details of the document, including signers who have already signed and those who have yet to sign  

*Note:  A signature request is not complete (and therefore, a document is not considered to be “signed”) until ALL signers have completed signing the document*

Can I Sign Documents Before I Send Them To Others To Sign?

Absolutely.  When you are preparing documents, meaning inserting field boxes in them, you are able to assign the person responsible for filling out the signature or text boxes. This feature also enables you to sign documents yourself!

To sign your document first:

  1. Create a New Signature Request
  2. Upload a document you wish to send for signature
  3. Enter the first name, last name and email address of each signer who will sign the document(s) and click the blue “+ADD” button
  4. DO NOT ADD YOURSELF AS A SIGNER!
  5. Insert the signature, text, checkbox or date fields that you need completed in the document
  6. For each field that you wish to sign or complete yourself now, click on that field
  7. A small box will appear above the field giving you a list of options in a dropdown menu.  
  8. Select “Me” from the dropdown menu and complete or sign the field (as applicable)

* Note: The ClientSide platform will not currently permit you to add yourself as a signer. Do not worry, our excellent Development team is working on it now!*

 

How Do I Logout?

By clicking the “Logout” button at the top righthand corner of the screen.  This button is accessible from anywhere in the platform.

For security reasons, you also will be automatically logged out of your account after about fifty (50) minutes of inactivity.  This helps to minimize the risk of someone gaining access to the documents and data in your account while you are still logged into the platform.

*Note: We highly recommend you to logout of your account whenever it is not in use*

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