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If I am unable to login into SigningHub, what should I do?

Browse our Contact Us page to look for communication channels. Send us an email at support@signinghub.com, have a Live Chat link with us, or connect with our ascertia.support skype account. If nothing works, we can still arrange a Gotomeeting session.  

I have forgotten my SigningHub password, how can I retrieve it?

There are three ways to retrieve your forgotten password, i.e.:

  • Click the "Forgot Password" link from the login page and specify your registered Email ID. An email will be sent to you with the password reset link. Click that link from your email and enter the answer of the security question that was specified during registration. Now specify your new password and confirm it.
  • In case you did not even remember your security answer, contact SigningHub support for assistance.
  • If you are an enterprise user, you can also request your Enterprise Admin to retrieve your password. 

I am unable to register with SigningHub, what should I do?

Browse our Contact Us page to look for the possible communication channels, like you can send us an email at support@signinghub.com, you can have Live Chat link with us, or connect with our ascertia.support skype account. If nothing works, we can still arrange a Gotomeeting session.

Can I share my documents with those recipients who do not have the SigningHub accounts?

Yes. A document can be shared with recipients who don't have the SigningHub accounts. They can even sign the document, if electronic signing is required by them. However, when a digital signature is required, the recipient would need to have a SigningHub account.

Does SigningHub support form filling?

Yes. PDF form filling is one of the important features of SigningHub. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

What is the difference between assigned and unassigned form fields in SigningHub?

When a form field is assigned to a particular recipient in a workflow, it is called an assigned field. Conversely, if a form field is not assigned to a particular recipient in a workflow, then it is called an unassigned field. Click here  for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

What is the difference between assigned and mandatory form fields in SigningHub?

When a form field is assigned to a particular recipient in a workflow, it is called an assigned field. SigningHub will facilitate the respective recipient to fill in the form field, which has been assigned to him during workflow. Still the recipient will have the option to sign the document without specifying any information in the field. However, if a form field has been made mandatory by the document owner, SigningHub will enforce the recipient to fill in that field before signing the document. Click here  for more details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

Why is the quality of a scanned hand signature image reduced when it is shown inside a signed field?

There are multiple factors that may affect the appearance of a signed field. They are: 

Signature Appearance Design

First of all, a signature appearance is designed that defines where and how each piece of information would be shown when a signature field is signed. The target signature field size is also taken into account when designing the signature appearance. For example if the target signature field is a square then you have to design a signature appearance in a square box and same is the case for rectangular fields.

The possible information that can be shown in signature appearance include:

  • Signer's Name Text
  • Signing Reason Text
  • Signing Date Text
  • Signer's Location Text
  • Signer's Contact Information Text
  • Hand Signature Image
  • Company Logo/Seal Image

For the Text based information, the font size and color can be defined and for images the border and border color can be defined. ADSS Server provides a signature appearance designer where you can create signature appearances of different types. Here is a screenshot of ADSS Server signature appearance designer:


Signature appearance designer precisely defines location and size/aspect ratio of each piece of information to be shown. Even when you want to only show the user's hand signature, even then signature appearance designer is used to define the location, size/aspect ratio of the hand signature with respect to target signature field. 

SigningHub comes with the three pre-defined signature appearance designs. However, we still have got an option to create custom signature appearance designs (using ADSS Server Admin Console) based on client requirements and then SigningHub Admin configures these designs in the client's service plans.

Signature Field Size
The signature appearance is designed keeping in mind the target signature field size/aspect ratio. If the target signature field is smaller or larger than the configured design (being used), it would still work fine, provided that the aspect ratios of signature field and the design are same. Smaller variations in aspect ratios also produce decent results. However, major variations could produce extra white spaces around the information being shown in the signed field. Also the hand signature images may become small and pixelated because of major difference in aspect ratios.

Hand Signature Image
When you want to show user's hand signature image in the signed field, then you need to define the size/ aspect-ratio for that (hand signature image) in the appearance designer. If the hand signature being used by the user doesn't match with the defined aspect ratio (in signature appearance design), then hand signature may look small or pixelated in the signed field. Again it depends on how much is the difference between the design and actual hand signature image (being used by the user).

Hand Signature Image Canvas
In SigningHub when you upload a hand signature image (at the time of signing), it is actually displayed to user on a hand signature image canvas. The same canvas also allows a user to draw the hand signature or get a scribbled hand signature image based on a pre-defined font. When user clicks the "Sign Now" button, then a real-time image is captured from the canvas and is used to produce the final signature appearance for the signed field. The canvas always add some white padding around the displayed hand signature image and this padding also becomes part of the final image that is captured from the canvas.
If the aspect ratio of user's uploaded image varies significantly from the aspect ratio of the canvas, then the size of the uploaded image is reduced to fit in (and displayed in) the middle of the canvas. The simplest solution to this issue is using a hand signature image that has the aspect ratio matching the canvas aspect ratio i.e. 2.25 : 1. Also when you want to use a scanned hand signature image, then we recommend to get your hand signature by using a marker for thicker and sharper signature. Because the thicker and sharper hand signature image would result in more clear appearance in signed field.

Does SigningHub support certified signatures?

Yes. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

The image quality of my signature is compromised (i.e. text gets blurry, unreadable, etc.) when I use a custom signature appearance. What should I do?

When you use a signature appearance design having some textual information e.g. Signing Date/Time, Signing Reason, Signing Location etc. then SigningHub produces a signature appearance that has very clear and sharp text in the original PDF document. If you download and open the signed PDF document in Adobe Reader or Google Chrome etc. then you would find clear and sharp text in the signature appearance. Even when you zoom-in the document in Adobe or Google Chrome, you would observe that signature appearance text gets more clear as the text size increases. See the below screenshot taken from Adobe Reader for a SigningHub signed document:


When SigningHub shows a signed document in web browser, then the signature field size has significant impact on the quality of the text displayed within the signed field. For the smaller fields the text inside the field is also rendered accordingly (smaller) and you find it little bit blurred but if the signature field size is bigger, then the same text appears very clear and sharp. This behavior is due to the document rendering technique used by SigningHub. SigningHub document viewer actually creates the images of document pages and then renders different objects on top of it. When the image is created for a document page that has a smaller signature field then the text inside the signature field looks blurred although in actual document the same text is clear and sharp.


SigningHub uses the third party toolkits to produce the document images and restrict the image DPI to a level that doesn't result in producing images of large file size (i.e. > 300 KBs). As the heavy images result in slow performance so it requires a balance between the quality and image file size.

Can I brand SigningHub with my own company's brand?

Yes. For this you need to buy a SigningHub enterprise account. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

How to share a document with a recipient?

There is a simple 3 steps process to share a document, i.e.:

  • Upload a document on SigningHub or download it directly from your cloud drive,
  • Add recipients (i.e. Signer, Reviewer, Editor, and/or Meeting host) as required,
  • Prepare the document to place the signature fields and send the document.

Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

Note: A workflow template can also be applied to a draft document for sharing purpose. The templates are created to reuse the same configurations on other documents to save time from reconfiguring the same things.

Can I share a document with more than one recipient?

Yes. SigningHub allows sharing a document with multiple recipients. There are four different ways to share a document, i.e.:

  • Sequential - A single copy of document is circulated among all the signers in the defined (linear) order, and collects all the signatures on it. Each signer can sign the document on his turn.
  • Parallel - A single copy of document is circulated among all the signers in a parallel order, and collects all the signatures on it. Any signer can sign the document in any order.
  • Individual - Each signer is sent an exclusive copy of the document to sign/ review, and multiple signed copies of document are produced.
  • Custom - A single copy of the document is circulated among all the signers in mixed 'sequential and/ or parallel' order as specified in the workflow, and collects all the signatures on it. 

Can I change the sequence of signing fields once created?

Yes. You (document owner) can do that as long as the document status is draft or shared/ in-progress. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

Can I terminate the workflow once it is executed?

Yes. You can recall your shared document at any stage of workflow and terminate the workflow to execute further. There are two ways to achieve this, i.e.  

  • Delete the shared/ in-progress document from your account: Select the shared/ in-progress document (to delete) from your Documents list and click . The document will be recalled and the workflow will be terminated.
  • Recall the shared/ in-progress document from your account: You can also recall a shared/ in-progress document to terminate the workflow. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

Can I save my workflow configurations for other documents?

Yes. SigningHub allows saving all the workflow related configurations in the form of a document template. The templates are created to reuse the same workflow related configurations of a document on other documents to save time from reconfiguring the same things. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

What is the difference between an in progress and a pending document?

A document that has been sent to the recipient(s) by the document owner, for signing/ reviewing/ updating operation(s) is called a "In Progress" document. The in progress document is shown to the respective document owner only, in un-editable form. However, the document owner can still recall it and can change its recipients. A document remains in the "In Progress" status, until it is processed by all the recipients.
A document that has been sent to a recipient by the document owner, for signing/ reviewing/ updating operation(s) is called a "Pending" document. The pending document is shown to the respective recipient only, with the configured (security) settings. A document remains in the "Pending" status, until it is signed/ reviewed/ updated by the respective recipient.

Can I add myself as a signer in the signing workflow?

Yes. You can add yourself as a Signer/ Reviewer/ Editor/ Meeting host in a signing workflow. You can even add yourself multiple times in a workflow at different stages. The process of adding yourself as a signer is exactly the same as adding any other signer in the document. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHubsee details.

Can a document have more than one workflow?

A document can have only one workflow. However, you can have different orientations of a workflow that you may choose before sharing a document, i.e.:

  • Sequential - A single copy of document is circulated among all the signers in the defined (linear) order, and collects all the signatures on it. Each signer can sign the document on his turn.
  • Parallel - A single copy of document is circulated among all the signers in a parallel order, and collects all the signatures on it. Any signer can sign the document in any order.
  • Individual - Each signer is sent an exclusive copy of the document to sign/ review, and multiple signed copies of document are produced.
  • Custom - A single copy of the document is circulated among all the signers in mixed 'sequential and/ or parallel' order as specified in the workflow, and collects all the signatures on it. 

How can I request for signatures from multiple users such that each signer signs their own copy?

You can achieve this requirement by using the 'Individual' workflow before sharing the document. When Individual workflow type is configured, each signer is sent an exclusive copy of the document to sign/ review, and multiple signed copies of document are produced. For more details, click here if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

If I skipped some signatory in a workflow and the workflow is now completed, can I share that document again with other recipients later?

Yes. You can share a completed document with other recipients, provided the document does not have any certified signatureTo achieve this, you need to share the same document again with the skipped recipient(s) from your SigningHub account.

Can I re-assign a signing field to other recipients during workflow?

Yes. This can be easily done as far as the preconfigured recipient does not collaborate (Sign/ Review/ Update) in the workflow. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

How can a user verify the signature applied to the document?

User can view the verification status of a signed field simply by clicking on it. The verification dialog will reveal the validity of the signature and display all its associated information (i.e. certificate information, reason, location, contact information, signing time, etc.). If it shows a red cross then it implies that either the document is tampered, or the signer is not trusted by SigningHub or revoked.

Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

Can I upload a previously signed PDF document on SigningHub?

Yes, provided that the signed PDF does not have any certified signature on it, otherwise the previous signature(s) will get corrupted upon getting a new signature on it.

Can I upload a PDF document having blank signature fields on SigningHub?

Yes, you can upload such a document and can later add recipients on it when sharing the document.

How can I apply the download restriction to my shared document in SigningHub?

You can configure the exclusive download and other permissions for each recipient before sharing the document. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

How can I change the document permissions after sharing the document in SigningHub?

You can change the document permissions for all those recipients who have not collaborated (signed/ reviewed/ updated) in the workflow as yet. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub. 

How can I customize the signature appearance?

This feature is available on request, contact support for the assistance.

How can I change the default signature appearance?

You can change the default appearance of your signature. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

Can a recipient sign a document before his/ her defined turn in the workflow?

It solely depends upon the workflow type with which the document has been shared with you. If the document owner has configured parallel workflow, you can sign it without following any signing order. However, in case of a sequential workflow, you would have to wait for your turn. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

Can I un-share a shared document before the workflow completion?

Yes. A document owner can recall/ un-share a shared document at any stage of workflow. The next immediate recipient will be sent a notification email for this activity. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

Can I delete my shared document?

Yes, a document owner can delete their shared documents at any stage of the workflow. In this case, the workflow will be terminated and the document will be recalled from the immediate recipient's account, see details.

Can I configure exclusive permissions for a certain recipient in a workflow?

Yes, you can configure document permissions on recipient level. In this way each recipient can be exclusively addressed with respect to document restrictions. These restrictions are related to:

  • Allowing/ disallowing document printing permissions
  • Allowing/ disallowing document downloading permissions
  • Allowing/ disallowing permissions to add text fields in the document
  • Allowing/ disallowing permissions to change the signer
  • Allowing/ disallowing permissions to certify the signatures
  • Allowing/ disallowing document attachments and merging permissions
  • Allowing/ disallowing document accessing permissions via password/ OTP/ specific duration
  • Allowing/ disallowing recipient change permissions during workflow
  • Attaching legal notice with document and restricting signing activity without agreeing to it

Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

Can a document owner send a reminder to the recipients?

Yes. SigningHub allows sending off the configurable auto and manual reminder emails to the recipients, when they don't respond to the workflow document.

Can a recipient delete their received document before or after signing it?

Yes. A recipient has full rights to delete their received document either before or after signing it. Deleting a received document after signing doesn't have any impact on the workflow, but deleting a document before signing would be considered as declined in SigningHub. However, the signing process will base on the configured workflow type, see details.

What maximum size of document can be signed in SigningHub?

By default, up to 5 MB size PDF document is allowed to sign through SigningHub, but you can enhance the document size by upgrading your service plan. Contact us if you need to sign large size PDF documents from SigningHub.

How does SigningHub track the daily activities of a user?

SigningHub keeps a clear track of all the activities of a user in the "Activity" section. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub. 

How can I change the name of an uploaded document?

You can change the name of an uploaded document as long as it is in draft mode. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

Can a recipient update the workflow of a document shared with him?

No, a recipient cannot update the document workflow, as this would affect the preconfigured signing process of the document owner. However, if permitted a recipient can change the next configured recipients of the workflow. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

 Also if a recipient does not want to collaborate (Sign/ Review/ Update) in the workflow, he/ she may simply delete the pending document, and this activity will be considered as declined in the workflow.

How can I increase my allowed disk space quota or number of signatures?

When your signing requirements are increased and you run short of your allowed services quota (i.e. disk space, document upload size, number of templates, number of signatures, etc.) of SigningHub, its time to upgrade your service plan. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

How can I create more templates in my SigningHub account than the available limit?

The number of the templates quota is controlled through the service plans. The Trial/ Free accounts are allowed only limited number of templates. If you want to create more templates, purchase/ upgrade your service planClick here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

I have sufficient number of signatures in my account quota, still I am unable to sign my pending document. What should I do?

Whenever a document is digitally signed by a signer, the digital signatures quota of the respective document owner's account is consumed. When you face such a situation, it implies that signature quota of the respective document owner (who shared the document) has finished. So request the document owner to buy a new signature pack or upgrade his service plan. It has nothing to do with the signatures quota of your (signer) account.

What is the benefit of Group signing feature?

The group signing feature enables you to send a document to a group of users (e.g. Sales, HR etc), and allows any group member to sign the document on behalf of all the group members. In such a scenario, when a group member opens the document, it (the document) becomes locked (read only) for all the other members of the group, and hence allowing only one signer (who opened it first) to sign the document. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

What is the benefit of Group reviewing feature?

The group reviewing feature enables you to send a document to a group of users (e.g. Sales, HR etc), and allows any group member to review the document on behalf of all the group members. In such a scenario, when a group member opens the document, it (the document) becomes locked (read only) for all the other members of the group, and hence allowing only one reviewer (who opened it first) to review the document. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

What is the benefit of Group editing feature?

The group editing feature enables you to send a document to a group of users (e.g. Sales, HR etc), and allows any group member to update a document on behalf of all the group members. In such a scenario, when a group member opens the document, it (the document) becomes locked (read only) for all the other members of the group, and hence allowing only one editor (who opened it first) to update the document. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

I have a long list of contacts, can I import a CSV file to save contacts in SigningHub?

Yes. You can import a CSV file to import your personal contacts in SigningHub. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

 Similarly, if you are an enterprise admin, you can import a CSV file to invite your enterprise users.

How can I brand the emails which are sent from SigningHub on my behalf?

You can brand your SigningHub emails. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

Can I delegate my signing responsibility to other users?

Yes, you can delegate your signing authority to someone else also. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

How to add a signature field in a document?

To add a signature field in a document, first you need to add the signer. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

How to use placeholders in a template?

A placeholder is a recipient (Signer/ Reviewer/ Editor/ Meeting host) whose field is kept/ added in a template, but assigned during the document preparation mode. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

What is meant by a locked template?

A locked template is the one whose configurations cannot be updated during the document preparation mode. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

Can I transfer my Enterprise account ownership to someone else?

Yes, you can transfer your enterprise account ownership to your choice enterprise admin. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

Why am I unable to upload a document on SigningHub? 

SigningHub does not support the uploading of a permission applied document. Whenever you try to upload a document with any of the document permissions (i.e. printing, editing, password protection, text copying, etc.), SigningHub will refrain you from doing so and will display an upload error message. It is thereby recommended to remove all the permissions from the document before uploading it on SigningHub.

How can a document be merged with other documents?

There are certain rules through which a document can be merged with a shared document. For a recipient to merge a document, he should have the merging permissions in the workflow. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub.

How is the relevant data provided in the assigned form fields? 

SigningHub enables you to fill in the information fields, if they have been added for you by the document owner. Click here for details if you are using SigningHub v7, or click here if you are using an older version of SigningHub. 

Can a recipient host others' signatures on a document? 

Yes, SigningHub introduces a new workflow role named as "Meeting Host" that enables a recipient to facilitate the signing process, see details.

Is there a limit on the number of documents a user can add to a package in SigningHub?

Yes, the SigningHub user can upload document or multiple documents constituting of size less than or equivalent to the Document Upload Size set in the SigningHub Admin -> Service Plans -> Edit Service Plan -> Constraints -> Document Upload Size [MB]. For reference, see the screenshot below:

 

With signature appearance “Hand Signature with Details and Logo”, How I can set company logo for enterprise users?

Please follow below steps:

  1. Login with Enterprise Admin account.
  2. Update logo/company logo using documentation: http://manuals.ascertia.com/signinghubv7/#pageid=1113
  3. Select 'Hand Signature with Details and Logo' in 'Allowed Signature Appearance Designs' section and save settings for Enterprise Users. Please follow documentation link for help: http://manuals.ascertia.com/signinghubv7/#pageid=1102
  4. Request Enterprise Users to logout and login again their account so setting may take effect. For verification of settings, go to My Settings of Enterprise User, select Signatures from left panel and check Company Logo on the bottom of the Signature Appearance tab.

 



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