During the e-sign process, you may have questions! Rest assured, our Support Team has created this article to help answer your most frequently asked e-sign request questions.
Q: My tenant's email is correct in my account, but it's being sent to the wrong address. How do I correct this?
A: If a renter updates their email address during the signing process, it can lead to a common issue where the new email address is not properly integrated into the e-sign process for the document. To address this, start by stopping the e-sign process for the document in question. Next, remove the tenant from the e-sign process entirely. Afterward, re-add the tenant to the e-sign process using their updated email address. Finally, send the document out for signing again. This will ensure that the new email address is correctly populated into the e-sign process, allowing for seamless communication and document signing.
Related Article: How Do I Edit a Signer's Information During E-Sign?
Q: I added A tenant to the lease profile, but they aren't in the signature request.
A: If a new tenant is added to the lease profile while a lease agreement is already in the signing process, it is important to cancel the current signature request to update the lease with their information. After canceling, the new tenant should be added to the lease profile and the "People on the Lease" section of the builder. The lease agreement can then be resent for signing. This ensures that all parties involved are properly accounted for and that the lease agreement is accurate.
Q: I received an error when I sent the e-sign request. What does 'HTTP REQUEST FAILED' mean?
A: If you're encountering the "HTTP REQUEST FAILED" error message, it indicates that the documents you're attempting to attach to the lease are too large or surpass the maximum file size limit. To address this issue, you'll need to remove the oversized document(s), adjust their size, and then reattach them when going through the e-sign process.
Q: What does the error "Add a Field that is Not a Date" mean?
A: The error message indicates that you'll need to select at least one "non-date field" from the "Drag & Drop" menu on the left in the e-sign setup bar for each signer to be applied to the document before you can send it to your tenant.
Some examples of non-date fields include Signature, Initials, Textbox, Checkbox, Dropdown, and Radio Group. Please see below:
Q: How can a tenant access and sign the lease agreement?
A: Tenants can sign the lease agreement from the signature request email that is sent to them, or by selecting "Sign the Document" on the Dashboard of their portal.
Tenants can access completed lease agreements within their Tenant Portal by clicking the "Documents" tab at the top of their account. Within the Documents page, they will be able to access any shared documents and can download them by clicking the icon located to the right of the specific document.
Q: How can I update the tenant's email on the lease agreement signature request if it needs to be corrected?
A: If you need to update the tenant's email on the lease agreement signature request, you can use the Cancel/Redo button on the e-signature request to stop the signature requests. Then, select the pencil edit icon to Edit People on the Lease. Remove the tenant from the agreement, edit the email in the tenant profile, and re-add them in order for the system to grab the updated email address. Then, go through the process to set the signatures and resend the request. Click here for a step-by-step guide.
Q: Can I send a document for signature without signing up for Premium?
A: The unlimited e-sign feature is exclusive to the Premium Plan subscription. If you are subscribed, click "request e-signature" to send a document for signatures to your tenants and/or co-signers. Not subscribed to Premum? Sign up here!
Q: How can I fix issues with tenant names on a lease?
A: If you encounter an issue with tenant names on a lease, your tenant can update their name in their tenant portal. When they're finished, they'll need to notify you so that you can 'remove' them in the People on The Lease section in the lease builder and then add them back with their updated information and then redo the e-sign process. Click here for a step-by-step guide.
Q: What are the requirements for adding tenants to a lease?
A: When adding tenants to a lease, it is important to note that all tenants need to have both an email and a phone number to be added to a lease agreement, sign it, and connect to their renter portal.
Q: What should I do when one tenant receives the lease agreement while the other tenant(s) has yet to receive it to review?
A: If one tenant hasn't received the lease to review, first check if their email address is correct. If it's incorrect, you may need to cancel the signature request; the tenant will need to update the email address and resend the lease for signatures. If the email is correct, have them check their spam or junk boxes in their email for the request or use the "Resend Reminder" button to send the email again.
Q: Will my tenant receive the lease agreement if I send it by text?
A: If you sent the lease agreement by text, you'll see the email address as SMS+applicants phone number. They'll receive the text message and will be prompted to create an account with their email address; then, they'll be able to sign the lease agreement upon creating their account.
If they report not receiving the lease agreement by text, we recommend collecting their email address, canceling the lease signature request, and adding the phone number to their tenant profile. You may need to reach out to our support team for further assistance.
Q: How can I fix the issue where an additional occupant is showing up in the e-signature process as a landlord on the lease?
A: If you have an issue where an additional occupant is showing up in the e-signature process as a landlord on the lease, you will need to edit the information in the lease builder and re-enter the correct information for the landlord and the additional occupant. This should correct the issue during the e-sign process.