Why are signatures showing with no frame?

Issue

Some completed envelopes contain a signature with no frame.
 
No Chrome
Sample signature and initials without the frame
 
With Chrome
Sample signature and initials with the frame

Cause 1

Sending account has the Signing Settings set up to not include a frame on Signature. This option is used to set the signing options for the account. 

Solution 1

  • If the envelope was sent from your account: please check the Signing Settings options to confirm the "Add DocuSign frame" option is selected.
  • If the envelope was sent from someone else's account: please contact the sender and share the following configuration options Signing Settings.  

Cause 2

Document was sent via the DocuSign Mobile app.

Solution 2

This is expected behavior. Envelopes sent using the DocuSign Mobile app will not include a frame around your signature.
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