Knowledgebase Category: eSignOnline

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Account Management

How can I upgrade, downgrade or cancel my account?

To upgrade or downgrade, click the Preferences icon at the top, select Billing Preferences. To cancel your account, please send an email to billing@gopaperless.com requesting to cancel your subscription as required by our End User License Agreement.

How do I view or update my billing information?

If you need to update your billing info, log into to eSignOnline and click the Preferences icon at the top, then select Billing Preferences.

How can I recover or reset my password?

If you have forgotten your password, click on the 'Forgot Password' link on the sign in page. Enter your email address and request to resend the password. You will receive an email with your password.

What is my username?

Your username is your email address that you used to create your account.
Account Questions

Do I need to create an account to sign a document my agent sent me?

No, you do not need an account to sign a document. You will receive an email with a link to start your signing ceremony.

How can I view my usage statistics?

On the Billing icon in Dashboard, you will see Vault and Fax allocation as well as usage for both.

How can I recover or reset my password?

If you have forgotten your password, click on the 'Forgot Password' link on the sign in page. Enter your email address and request to resend the password. You will receive an email with your password.
Electronic Signatures

Are electronic signatures legal and secure?

a. Yes, both handwritten electronic signatures and digital signatures are accepted throughout the United States, Canada and several other countries. The ESIGN and UETA Acts are legislative standards put in place to recognize and enforce contracts, signatures and records created by electronic means. Electronic signatures have become the norm for retail purchases, shipping packages, and online agreements. Now electronic signatures have made the Real Estate transaction paperless by providing an alternative to the print/scan/fax paper shuffle. b. Dashboard utilizes several security protocols and encryption methods to deliver tamper proof signed contracts. Dashboard allows users to collect electronic signatures in a manner that provides a superior level of security and a significant reduction in risk compared to the traditional paper and ink method. Digital document management limits the exposure to fraud, error and loss that have plagued real estate brokers and agents who rely on paper transaction files – and their numerous photocopies.
Installation Questions

Do I need to create an account to sign a document my agent sent me?

No, you do not need an account to sign a document. You will receive an email with a link to start your signing ceremony.

What if I never received the activation or reset email?

If you have not received the email, check your spam or junk folders. If the email is not there, then you can contact support by email at support@gopaperless.com or by phone at (858) 429-7999.

What is my username?

Your username is your email address that you used to create your account.

How do I sign up for eSignOnline?

To get started, just create an account here.
Security

Are electronic signatures legal and secure?

a. Yes, both handwritten electronic signatures and digital signatures are accepted throughout the United States, Canada and several other countries. The ESIGN and UETA Acts are legislative standards put in place to recognize and enforce contracts, signatures and records created by electronic means. Electronic signatures have become the norm for retail purchases, shipping packages, and online agreements. Now electronic signatures have made the Real Estate transaction paperless by providing an alternative to the print/scan/fax paper shuffle. b. Dashboard utilizes several security protocols and encryption methods to deliver tamper proof signed contracts. Dashboard allows users to collect electronic signatures in a manner that provides a superior level of security and a significant reduction in risk compared to the traditional paper and ink method. Digital document management limits the exposure to fraud, error and loss that have plagued real estate brokers and agents who rely on paper transaction files – and their numerous photocopies.
Using eSignOnline

Why aren’t my documents returning to my Cloud folder?

If your documents aren’t returning, the account hasn’t been properly authenticated. For Dropbox, select the drop down menu with your name, select ‘Settings’ then the ‘Security’ tab. Under the ‘Apps’ linked section, you should see eSignOnline. For Box, select the drop down menu with your name, select ‘Account Settings’ then ‘Security.’ Under ‘Applications’ you should see eSignOnline. For OneDrive, visit https://account.live.com/consent/Manage and under ‘Apps and services’ you should see eSignOnline. If it is not linked, please contact us via chat, email, or phone.

What options can I add with eSignMarkups?

Signers can add text, strike-through, underline, highlight and check boxes directly to the document as seen in the screen shot below. screen

Does the eSignMarkup feature cost more?

No, the eSignMarkup feature is accessible by all users including free accounts.

Can signers add eSignMarkups?

Signers cannot add eSignMarkups. This option will be released in a subsequent version.

What is eSignMarkups?

eSignMarkups allows senders to add text, strike-through, underline, highlight and check boxes directly to the document inside the session creation wizard with the same familiar drag and drop function as signing locations. Document markups are not assigned to signers, instead the markups get immediately added to the document when moving past step 4. There will be a notification requiring your confirmation to add these Markups to the document.

Do eSignMarkups get assigned to signers?

Document markups are not assigned to signers, instead the markups get immediately added to the document when moving past step 4. There will be a notification requiring your confirmation to add these Markups to the document.

Where is the eSignArchive option?

The Archives page will be a new icon in the top navigation menu. archives

What is eSignArchive?

This feature will auto archive aging eSign sessions based on their status: Building – these sessions will auto delete after 30 days of inactivity In Progress – these sessions will auto expire to the Cancelled status and auto archive after 90 days of inactivity Cancelled – these sessions will auto archive after 30 days of inactivity Completed – these sessions will auto archive after 30 days of inactivity Archived session documents will all be contained in a zip file available for download on the Archives page and the download page. In a subsequent update, you will also have access to manually archive sessions.

Can I upload multiple documents at a time?

Yes. To do so, use the CTRL key on your keyboard to select multiple documents.

Why am I having an issue uploading a document?

If you’re having an issue uploading a document, make sure the document name does not include punctuation characters and the size of the document does not exceed 10 MB. Additionally, the total session size cannot exceed 20MB.

Why is my first signer invited and the second signer pending invite?

Step 1 allows the session owner to select how the invites are sent. The default is ‘Send to one signer at a time in order.’ Once the first signer has completed the signing ceremony, the invite will be sent to the next signer automatically which will change the status to INVITED.

What is the difference between session passwords and authentication passwords?

Passwords can be added as extra security to protect the transactions and the authenticity of the signers. Session passwords are for all signers to begin the session. Authentication passwords are for individual signers and overrides any session password. If you do use a password, ensure all signers have been communicated with it as it will not be mentioned in the invite email.

What’s the difference between a transaction name and a session title?

A transaction name is a specific business deal that allows an easy filter (e.g. 10322 First Street). A session title is a subtitle for the deal (e.g. Mr. Smith Listing Agreement). You can group all session titles into one transaction name for filtering purposes.

Do I need to create an account to sign a document my agent sent me?

No, you do not need an account to sign a document. You will receive an email with a link to start your signing ceremony.