Documents

E-signature request from Practice Management is not displayed in the Client Centre

Scenario

You may encounter the following error if you have enabled integration between Digita Practice Management and Onvio and send documents to your client via the Client Centre.
Error
Your client receives your e-signature request from Practice Management in the Client Centre, but there's no document attached for them to sign.

Cause

The likely cause is a difference in the email addresses held for the client in Onvio and Digita Practice Management.

Solution

The solution is to change the email addresses so that they match, revoke outstanding e-signature requests with missing documents, and resend them to the client.
Check email addresses and change them to match
  1. In Onvio choose Setup > Contacts from the main menu.
  2. Find the primary contact (i.e. the person who is going to e-sign the document) and select the Edit button to the left of their name.
  3. Select the Client Centre Access tab.
  4. Select the
    Show details
     link. The email address that the client used to register for the Client Centre is displayed.
  5. Make a note of this email address.
  6. Select the General tab and check that the email address is the same.
  7. Now open the primary contact's record in Digita Practice Management and select the General tab.
  8. Check that the email address displayed here is the same as the two email addresses in the General and Client Centre Access tabs in Onvio.
  9. If the email addresses are different, you will need to update them so that they match.
Revoke e-sign requests without documents and resend
  1. In Digita Practice Management, right-click on the client and choose View E-Signing Submissions from the context menu.
  2. Enter your Onvio login credentials.
  3. Right-click on the e-sign request and choose Revoke from the context menu.
  4. Resend the e-sign request from Digita Practice Management.
Internal use only
16 February 2021
: This article was brought over from the UK Tax and Accounting Salesforce knowledgebase. A copy remains there too. The article is specific to the UK because it solves a problem arising from integration between Onvio and Digita Practice Management.

This article applies to:

  • Product: Onvio
  • Audiences: Staff