You are probably here because you have tried to sign but cannot, here are some common reasons a user is unable to sign:
I. There are 2 Owners on your account (Joint) and they are using the same link.
Resolution: Each account owner must use their own link, they need to use the Agreement Express link sent to their personal email to open and sign the documents.
II. Your signer is clicking the signature section and nothing is happening
Resolution: First, ensure all of the required fields are complete by following the blue arrow. Not seeing the blue arrow? Save your work, close out the document, refresh and open again. You should then be able to recognize which fields are required, fill those in, and proceed to signing.
III. The client/user said they did sign, but you don't see the signature.
Resolution: The User must select Save and Send in order for their signature to save. If they close the browser upon completion without selecting Save and Send, their signature will not save. If this is the case, have your client open the document package again and ensure they click save and send upon signing.
IV. When clicking certain fields, nothing is happening
Resolution: Users may inadvertently have multiple Agreement Expression sessions open. If this is the case, the sessions are conflicting and one session has become inactive. In order to resolve this, save your work, close out the document, open your settings, clear the cache and browsing history and re-open the document. You will then be able to proceed where you left off.
V. You add the same email address for Account Owner 1 and Account Owner 2, now Account Owner 1 and Account Owner 2's signatures are identical.
Resolution: Each Account Owner needs a unique email address to have their own e-signature. In this instance, the transaction must be created and resent.
VI. Your user has forgotten their password from the registration
Resolution: Instruct your end client to click the "Forgot Password" button on the AEX sign in for the appropriate prompts of password updates.
VII. Your end signer is a minor
Resolution: Currently minors cannot sign Custodian documents. It is recommended that you open the account outside of AEx.
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