Frequently asked questions
Look for your question here. One click takes you straight to the place in the help that answers it. You can also use the search at the top.
First steps
Section titled “First steps”- What is the difference between actaSIGN and actaPASS?
- At which address do I find actaSIGN and actaPASS?
- What is a tenant?
- Do I need an account to sign a document?
- Which guide fits my situation?
- How do I switch to another organization?
- How do I change the language of actaSIGN?
- How do I make the buttons bigger?
- How do I turn on dark mode?
- What do the icons in the menu on the left mean?
- Why is “Templates” missing from my menu?
For users
Section titled “For users”I received a signing request
Section titled “I received a signing request”- Do I have to register to sign?
- What does the e-mail from actaSIGN that I received mean?
- What do I have to do for a task that is “for information only”?
- May I pass the link in the e-mail on to someone else?
- What do I see when I click the link?
- Why does actaSIGN ask for my location the first time?
- The page looks different from the guide. Why?
- What do “Your tasks” and “Next field” mean on the signing page?
- Where do I get the password for the task?
- I did not get an SMS code. What now?
- Why do I have to sign in for this task?
- How do I open a task with a passkey or an authenticator app?
- How do I fill in a selection field with my own entry?
- Why can I not sign, even though I filled in everything?
- What does “Please view the document first” mean?
- Do I have to give optional signatures?
- How do I find all the fields I still have to fill in, in Studio?
- How do I sign a document that someone sent me?
- How does signing with an SMS code (AES) work?
- How do I sign with a qualified signature using the Mobile ID app?
- What do I do about “Qualified signature not possible”?
- How do I add my handwritten signature?
- Can I sign by hand on my phone while I sign on the computer?
- How do I decline a document?
- What happens to the request if I decline?
- A colleague is responsible. How do I give her the task?
- How do I have a second person sign as well?
- How do I upload a file, such as my ID, to the task?
- Where do I find the sender’s attachments?
- Where are the enclosures in Studio?
- How do I download the signed document?
- What do “Task processed” or “Task cancelled” mean?
- The link does not open because of the time. What do I do?
- How do I set up a passkey with the link from the invitation?
- I lost my phone with the authenticator app. What now?
I want to sign something myself
Section titled “I want to sign something myself”- How do I sign a document only by myself?
- Which signature quality should I choose?
- How do I add my stamp when I sign myself?
- How do I sign a PDF straight from a right-click?
- How do I print a document to actaSIGN?
- Where do I find all the tasks I have to do?
- What do SES, AES and QES mean in the task list?
- Why does a task say “Deputy for …”?
- How do I sign many tasks at once?
- Why can I not select a task for signing together?
I want to invite others to sign
Section titled “I want to invite others to sign”- Why does the request open in Studio, although I do not use it?
- How do I send a document to others for signing?
- What steps does a new request have?
- What is the difference between a document, an attachment and an enclosure?
- Can I send a Word file or a picture along?
- Why does actaSIGN not accept my PDF?
- What do “Only me” and “Other people” mean?
- How do I start a request from a template?
- Where do I write a message to all recipients?
- How do I set up automatic reminders?
- How do I set a deadline for the request?
- How do I give colleagues access to my request?
- Which e-mails do I get as the sender?
- Can the signed documents come with the e-mail?
- How do I have several people sign one after the other?
- What happens if a recipient is absent?
- Why does “Continue to Authoring” stay grey?
- Which signature type should I choose?
- What does a recipient need for a qualified signature?
- How do I protect a task with a password or an SMS code?
- Why can I not choose “Authenticator app / Passkey”?
- How do I allow a recipient to pass the task on?
- How do I make sure the recipient reads all pages?
- In which language does the recipient get the e-mail?
- How do I sign as well when I invite others?
- How do I put a signature field into the document?
- How do I make a field required?
- How do I let actaSIGN place the fields itself?
- What is Studio, the new document screen?
- How do I place fields in Studio?
- Where do I set up a field in Studio, e.g. Required or Optional?
- How do I try out a request before sending it (dry run)?
- Why does the screen with the document look different for me than in the help?
- Which view do my recipients see, classic or Studio?
- What happens after sending?
- How do I stop working on a request without losing it?
Track my requests
Section titled “Track my requests”- Where do I see who has already signed?
- How do I change a recipient’s e-mail address after sending?
- How do I remind a recipient?
- Where do I find a request that I have not sent yet?
- How do I send the same request again?
- Where do I get proof (a protocol) of the signature?
- How do I export what the recipients entered?
- How long did a request take?
- How do I check whether the signatures are valid?
- How do I clean up old requests?
- Where do I find my documents, separate from the request?
Templates and mass send
Section titled “Templates and mass send”- What is the difference between a process template and a form template?
- How do I save a recurring process as a template?
- Do I have to enter recipients in a template already?
- How does a colleague automatically follow every request from a template?
- Can I save a running request as a template?
- How do I change, copy or delete a template?
- How do I create a form template with ready-made fields?
- How do I place a field next to a text in the document?
- Where do I find the placement of a form template field in Studio?
- How do I make a field required only under a condition?
- How do I require that at least one box is ticked?
- Can I use my own document instead of the template’s document when I start?
- How do I stop fields from landing on the wrong document?
- Can the AI place fields for me?
- How do I assign people to the roles of a form template?
- How do I get the filled-in form data as an Excel table?
- How do I send a form to many people at once?
- What must the recipient list for a mass send look like?
- How do I address each person by name in a mass send?
Personal settings
Section titled “Personal settings”- How do I change what my signature looks like?
- How do I store my handwritten signature?
- Can I sign by hand on my phone instead of with the mouse?
- How do I upload a company stamp?
- How do I change my name in signatures?
- How do I add or change my mobile number?
- Why can I not save my profile?
- How do I enter my holidays and a deputy?
- Which tasks does my deputy not take over?
- How do I set up a passkey for protected tasks?
- What do I do if my phone with the authenticator app is gone?
My actaPASS account
Section titled “My actaPASS account”- I got an invitation. What do I have to do?
- My invitation has expired. What now?
- How do I create an account?
- How do I sign in?
- I forgot my password.
- How do I change my password when I am signed in?
- What does the “New tenants” tile mean?
- How do I sign out, also with single sign-on?
- Can I see my passkeys or signed-in devices in actaPASS?
For administrators
Section titled “For administrators”Administration in actaSIGN
Section titled “Administration in actaSIGN”- Where do I find the actaSIGN administration?
- Who is the administrator of my organization?
- Why does a colleague only see the contacts in the administration?
- What happens if I leave the defaults without saving?
- How often does actaSIGN send reminders about open tasks, and how do I change that?
- How do I archive completed requests automatically?
- When does actaSIGN delete the documents of completed requests?
- How do I allow only administrators to edit templates?
- How do I turn on mass send?
- How do I offer the advanced signature under Swiss law (AES CH)?
- How do I turn on Studio?
- How do I release Studio to a few people first?
- How do I hide “Created with actaSIGN” in signatures?
- How do I set what new signature fields look like?
- How do I stop recipients from adding their own fields when they sign?
- For which events do senders get an e-mail by default?
- How do observers also get the sender’s e-mails?
- How do I set the default signature type for new requests?
- How does actaSIGN attach the signed documents to the completion e-mail?
- How do I require authentication for every new task?
- How can the office keep the contacts up to date without being an administrator?
- How do I edit a member’s profile?
- How do I import many contacts at once?
- How do I set up a seal for the organization?
- How do I invite someone to set up an authenticator app or a passkey?
- Who has already set up strong authentication?
- How do staff sign in with their Microsoft or Google account?
- How does actaSIGN take absences from Outlook or Google Calendar?
- How do I send notifications through our own mail server or Beekeeper?
- How does actaSIGN inform our archive when a request is completed?
- How do I store documents on our own actaBOX server?
- How do I turn on the AI features?
- How many signatures has our organization created this month?
- How long do our requests take until they are completed?
- How do I sign out a person who is still signed in?
- Where do I see who changed what in the administration?
Management in actaPASS
Section titled “Management in actaPASS”- How do I add a new employee?
- How do company account, tenant and members fit together?
- How do I create a company account for my company?
- How do I delete a company account?
- How do I require a second factor for all members?
- Where do I enter the billing address?
- How do I show e-mails and the application in our company colours?
- How do I make someone an administrator?
- How do I block a person who has left the company?
- A member lost their phone: how do I reset their sign-in?
- How do I send an invitation again?
- How do I verify our company domain?
- How do I set up sign-in with the company account (SSO)?
- How does our ERP get access to the API?
- I lost the client secret: what now?
- How do I limit access to our company network?