Documents

E-signature error: client's contact information does not match

Scenario

You may be contacted by your client if they have received the following error when trying to deal with an e-signature request in the Onvio Client Centre that you've sent from Digita Practice Management.
Error message
eSignature Request for [client's name]
Due [date]
The contact information for this eSignature request does not match your account profile. Please contact your accountant if you have any questions related to this request.

Causes

The likely cause of this error is a difference between the email address that your client used to register for the Client Centre and the email address stored for the client in Digita Practice Management.
Some examples of the differences we have seen are: when completely different addresses have been entered, when there's been an error entering part of an address, when a space has been added at the end, or when a capital letter has been used at the start of the address in Onvio.

Solution

  1. In Onvio, select Setup > Clients from the menu bar.
  2. Select the Edit button to the left of the client's name.
  3. Select the General tab.
  4. Check the
    Email Address (Thomson Reuters ID)
     under the heading Onvio / Client Centre Account.
  5. Open Digita Practice Management.
  6. Double-click the client's name.
  7. Select the General tab.
  8. Check that the primary email address is exactly the same as the one stored in Onvio.
  9. If the addresses are completely different, contact your client to confirm which is to be used.
You can change the email address entered in Digita Practice Management, but the Onvio registered email address can only be changed by your client in the Client Centre.

This article applies to:

  • Product: Onvio
  • Audiences: Staff