I can’t get into your system to sign. What could be the cause of the problem?

The cause of the problem is specific to why exactly you "can't get in" to the system. Below are some common problems and their suggested solutions.
  • I Forgot My Password:
    • If you enter the wrong password too many times, you may be temporarily locked out or disabled. This lasts a few minutes.
    • Clear your browser history, cookies, and cache.
    • Try again using the correct password, or reset your password from the login screen.
  • I Failed Authentication:
    • Sometimes you may have to verify your identity before you can sign, and this can be done through one of several different authentication methods that we offer. The person who created the transaction and sent you the documents to sign was the person who decided what form of authentication you have to pass.
    • You might have to answer secret questions. If you fail, contact the person who sent you the documents and request their help.
    • You might have to enter a code sent to your cell phone in a text message. If you fail, you can try again or contact the person who sent you the documents and request their help.
    • You might have to enter the last 4 digits of your SSN and your full DOB. If you fail, contact the person who sent you the documents and request their help.
    • You might have to answer questions about yourself that have multiple choice answers. If you fail, you can try again. If you fail too many times, you will be locked out for 24 hours and there is nothing that can be done to shorten that time. You will need to contact the person who sent you the documents and request their help.
  • The Documents Are Not Loading:
    • There are several reasons the documents might not load on your screen - Slow internet speed, lack of internet connection, documents are too large or not compatible with our system, your browser is not up-to-date or not compatible with our system, your device (computer or smartphone) does not have enough memory to display the documents, or there are too many programs running in the background of your device.
    • Check and see if any of these might apply to your situation.
    • You should log out and clear your browser history, then wait a few minutes before trying again.
    • You should contact the person who sent you the documents and request their help.
  • I Do Not Know My Username
    • Our system does not require anyone to enter their "username" during login to sign documents, only a signing password.
    • If you are being asked specifically for a "username" then you are likely using a login for one of our integration partners, like ZipLogix Digital Ink. You will need to contact our partner company directly or the person who sent you the documents for help. Click Here for more info.
    • If you are being asked to enter your "userID or SSN" then you are on the incorrect login screen. Clear your browser history and use the link found in your email about Documents Ready to Review in order to reach the correct login screen.