Blank screen appearing when signatory attempts to e-sign

Question

When following the View Documents Online button within e-signing emails, why is the signatory receiving the below blank screen?

Answer

The screen appears when session certificates on your custom DocuSign account are still enabled, or you have not notified NowInfinity Support that they have been disabled. This results in the emails templates failing to integrate into the e-signing emails.

To allow NowInfinity email templates rather than the DocuSign standard email template to be used:

1. Notify DocuSign to disable the session certificate:
   1. Log into the DocuSign support centre via this link : https://support.docusign.com/
   2. Once you are logged in, click on Open
   3. A new window will appear and then click Add New Case
   4. Enter the following details in the ticket before submitting the request to DocuSign:
      Title: "Don’t enforce in session certificate"
      Description: Enable "Don't Enforce In Session Certificate" option in my account settings
2. Once DocuSign Support confirms that the setting has been added to your account, notify the NowInfinity Support team via info@nowinfinity.com.au.
3. Wait for the NowInfinity Support team to confirm your NowInfinity settings have been updated.

The correction will apply to any signing envelopes created after the settings have been updated.