FAQ + Getting Started

I’m a new FuseSign System Owner, where should I start?

Welcome! You’ll want to start by reading the articles listed under Account Personalisation + Billing.

You might also be interested in Integrations.

I’m a new FuseSign User sending bundles for signing, where should I start?

Welcome! You’ll want to start by checking out the Learn How to Send a Bundle page to watch a demonstration, learn how to navigate FuseSign, and see a typical step-by-step workflow for sending a bundle.

Then you might like to dig deeper into each of the features listed under Sending + Finalising Bundles.

Q: Can recipients share an email address or mobile number?

In bundles where SMS verification is active, a unique combination of phone number and email address must be used. In cases where SMS verification is switched off, email addresses must be unique for the same reason. If claims are made against the validity of signatures, our audit trail must demonstrate that the signatory is a unique and identifiable person. Read more about shared recipient details.

Q: Can I edit or change a recipients email or phone number in an active bundle?

Yes! Refer Updating Recipient Details.

Q: Can I use FuseSign to have the Tax Agent sign the Income Tax Returns after the client has performed their signing action?

Yes! Simply add the Tax Agent as a bundle recipient in their own signing group. Refer Recipient Signing Order Groups and Free Internal Signers.

Q: When will my credits renew?

Monthly credit allocations automatically renew on the anniversary of the initial charge for your FuseSign plan, including both the date and time when the transaction was confirmed. Refer Credit System.

Q: Can recipients still download their documents once the bundle has moved to the Archived stage?

The recipient must download a copy of their signed documents within 60 days of the bundle being archived (i.e. while the bundle is in Pending Archive state), before they are no longer directly accessible via FuseSign. Refer Due Dates + Reminders and Bundle Stages.

Q: Does FuseSign handle documents that require witnessing?

FuseSign does not have an explicit witnessing function. Witnessing is a difficult area with electronic signatures at this stage.

We have found this article to be useful in describing a process whereby electronic witnessing is verified in remote situations via a live video link.

The more common sense approach that we are proposing is to identify a witness ahead of time and use the FuseSign placeholder functionality to mark a signer and a witness with a signature box in the appropriate place on the document. The audit trail will then show that the signing transaction occurred at the same time along with the identity proofing of the witness. We note that in wet signing circumstances an ink signature on paper is not an ironclad guarantee that someone genuinely witnessed a signature at that moment. This suggestion is not to be taken as legal advice and you should satisfy yourself that any witnessing method you choose is appropriate for the application.

We are not aware of any easily commercially available electronic signature platforms that do witnessing outside of the "court proceeding" level.

Q: How do I indicate that a signer is signing in two different roles within the bundle (i.e. as a director, and as an approver)?

A signer is still the same person, regardless of their different roles or capacity in signing the documents. Consider if this same person was applying an ink signature to paper - it’s still the same person using the pen, and no one can tell which signature was applied first or last in the instances where the order holds some importance. Despite a given individual acting in multiple capacities, their individual authorisation and signature remains the same. I.e. a an individual does not have a different physical signature when they are signing as a director, or as a shareholder on a piece of paper - it is the same mark that that individual is making on a specific location on the document. The position of the signature on the document infers the capacity they are signing, not the form their signature takes or how their identity was verified to access the signing platform.

Q: Is there a time limit on a bundle expiring in FuseSign?

Bundles remain in the Active stage until all recipient signing actions have been completed, or another finalisation action has been undertaken. There is no automatic expiry for active bundles.

Q: Can I save a copy of the email the client receives from FuseSign into my CRM?

Q: Can I copy the bundle link into a separate email to send to the client instead of the email FuseSign sends?

No. The email that FuseSign sends to the client contains private links to the documents which should not be copied or shared - we will only ever deliver the email those to the recipients. We can't deliver these emails to another recipient and retain security of the intended recipients access to their documents. The best way to achieve saving a copy of that email is to rely on the Audit Report once the bundle is complete, which you can download and save to your CRM if required.

Q: Once my client has signed their documents, how do they “Log Out” of FuseSign?

Once a signer is verified in FuseSign via an SMS verification code, this verification is valid across multiple bundles received by the same recipient (cross-bundle verification) for for 30 minutes per device login, after which time the verification expires and a new code must be requested. If a verified signer wishes to discard this verification before the end of the 30 minute window they can go to the bundle finalisation screen > click the green ticked shield next to their name in the top left > then click the “lock” button on the popup screen.

Q: Can emails be sent from my firm’s domain, rather than from noreply@fusesign.com?

In short, no. While there are many considerations behind this decision, the use of custom domains is undesirable for 3 major reasons:

1. It is a lengthy and complex process to set-up for your firm,

2. It can cause issues for your existing domain and email users, and

3. It ultimately results in a worse experience for clients and recipients.

By sending bundles from noreply@fusesign.com, we are ensuring that your clients get the most secure, reliable, and efficient signing experience we can offer. You can can read more about this subject here.

Q: Can I save my signature into FuseSign to apply to bundles so I don’t have to draw it each time?

No, we don’t allow storing or uploading signatures within FuseSign. There are a few reasons for this:

• The process of uploading, verifying and maintaining up-to-date signatures results in a more time-consuming and frustrating experience for your team than simply signing documents.

• There is an inherent security risk with uploading and storing signatures, and can lead to unverified or unauthorised documents being sent. This is something we want to avoid, especially around sensitive financial information.

• Maintaining a clear record of who signs what, and when, is crucial for verification purposes when it comes to e-signing. By drawing your signature for each document in FuseSign, you create an audit trail that establishes accountability and validity.

We have made it easy to sign with the same signature, however, once it has been adopted for the first time. Provided that you are drawing your signature and using the same email address, you can select ‘Adopt Previous Signature’ the next time you use FuseSign to apply it again on new bundles!