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E-Signature not Processing

csanchez
Level 3

ProSeries indicates they will start accepting efiled returns today 01/28/21. However, the e-signature is not processing. Anyone else encountered this?

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Orlando
Intuit Alumni

Just recapping for google/historical purposes:

I believe csanchez's issue was resolved - there was some sort of conflict with their existing docusign account and what email it was associated with.

View solution in original post

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22 Replies 22
Just-Lisa-Now-
Level 15
Level 15

Im not sure its actually been implemented yet. 

Suppose to be an update today for it....but someone else mentioned an update error they got, so Im not sure whats happening.

I havent seen any posts by someone saying that Efiling was working....usually you see at least a few of these!


♪♫•*¨*•.¸¸♥Lisa♥¸¸.•*¨*•♫♪
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csanchez
Level 3

Having issues with the E-Signature. Haven't reached the e-filing yet.

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Orlando
Intuit Alumni

eSignatures have been processing since the product was released (for example, some folks get signatures for engagement letters).

What specific problem are you encountering? For example,

  • Does it say you have a 0 balance, when you should have plenty (or unlimited)?
  • Are you not able to request an eSignature period in ProSeries?
  • Are you getting to this screen, but it's blocking you?
  • 2021-01-28_20-12-38.png
  • Are you getting all the way through the request widget, but you are getting some sort of error? If so, can you detail the exact error (screen shots are ideal)
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csanchez
Level 3

It says I have 100 of e-signatures. It goes all way thru and then I get this error:

Unable to send eSignature request . Please try again later. Contact Customer support if the problem persists. Close

I contacted ProSeries Customer Service & cut cutoff 3 times. They took my name, email & cell in case we were cut off but nothing.

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Orlando
Intuit Alumni

Just recapping for google/historical purposes:

I believe csanchez's issue was resolved - there was some sort of conflict with their existing docusign account and what email it was associated with.

View solution in original post

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dbbooks
Level 1

I am getting the screen you displayed.  I originally received the e-signature screen, but when I viewed the document, I realized it was not correct, so I hit cancel.  When I try to hit request, I am getting the message that I do not have any more and need to purchase, but I still have the initial 5 available on the dashboard.  I then close it and retry and I get the screen you displayed.  If I select continue, no documents load.

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Orlando
Intuit Alumni

Are you in Proseries 2020 or 2019?

Can you try the following

  • Open eSig Dashboard
  • See if you can find the client you were working with. In the Actions column, if it has a "View All" action select that.
  • See if it has a "pending" eSignature (or something like that.. don't remember the exact wording).
  • In the dropdown actions column, see if there's a "void" option. If so, void it. That should give you the one back.

In terms of why the balance has 5, but you can't use any..   maybe you have 5 in that pending state? Or, if you're in ProSeries 2019 there's an issue that it's not able to consume credits purchased in Calendar Year 2021 (even though the dashboard knows about them and shows them). We'll have a fix for that this week.

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dbbooks
Level 1

This does not resolve.  I am using ProSeries 2020.  I cannot seem to attach a screenshot, but my dashboard shows no actions because I never completely submitted the request.  I have 5 available for my free trial before purchasing and it is still as my balance available.  This is what I did and it was the first time I tried.

1. I hit REQUEST on the client I wanted to send the eSignature request to. 

2. It said I needed to authorize so I authorized.

3. On the dashboard, I selected to view the documents and then saw that the letter documents did not format correctly (still had the insert here sections) so I hit Cancel at the bottom of the screen.

4. Went back to ProSeries to try to correct what was being saved as the return and documents. 

5. I hit REQUEST on the client again and I either get the screen you displayed in another post or I get the message that I need to purchase (and it still shows the 5 still available) for which I just close the window.  If I hit CONTINUE on the screen I get like you displayed in another post, the eSignature screen that comes up does not look like the eSignature Dashboard screen I get if I select eSignature Dashboard from the menu.

Either way, they both show no actions, no documents, no anything except that I still have 5 available to use

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WDC
Level 1

I'm also having trouble with e-signature. For a 2020 1065 using ProSeries Professional I select "Request" on Home Base. When the Dash Board pups up 1: under Form, Federal is greyed out and 2: under Status I have a red "Not Ready". The tax return is completed. It has been through the review process (with warning that instructions are not complete, but nothing that says the return cannot be filed). The client status is marked "Electronic filing signatures needed". Is this a problem with the tax return? E-signature? Something else?

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dkh
Level 12

@WDC  did you get e-signature to work?   I'm trying for the first time to use and not having any luck.  I too have Federal and State greyed out - with a "Not Ready".     

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Orlando
Intuit Alumni

To get signatures on fed & state returns they have to be marked for efile, pass final review and have final forms. I'm not positive, but i believe "not ready" is what you get when the forms are not final.

Which state are you trying to file? What happens if you try to print?

 

 

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dkh
Level 12

Thanks @Orlando ,   the state is Indiana.   I've printed both Fed and State returns.  They are marked for Efile but I have not checked the "Ready for EF".    There are no errors, all forms are final.

 

EDIT:   I marked the returns "Ready for EF"  and now I can request signatures.  I've watched a couple of videos to learn the process, it does not say the returns need to be marked "Ready to EF"   in fact, the video shows the status as "Marked for EF"  and shows you can request an e-signature.  Confusing.

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Orlando
Intuit Alumni

Just for my own knowledge, when you say check "Ready for EF" do you mean in the Client Status worksheet?

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dkh
Level 12

No in E-File drop down menu.

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dkh
Level 12

So when you are in EF Center the EF Status is Ready to Efile

Maybe I'm doing something wrong.

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Orlando
Intuit Alumni

I don't think you're doing anything wrong - you should only have to check the boxes below in the return. You shouldn't have to convert it... but I know sometimes it can get complicated if you have to authorize a return or pay for it (for PPR).

On the next one, see if you can collect an eSig without converting. If you have to do that each time, we'll dig in.

2021-02-06_17-43-48.png

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dkh
Level 12

I'm having the same problem with this taxpayers son's return.  They are not PPRs. and yes I have the Electronically Filing checked on the Information Worksheet. 

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dkh
Level 12

I am using the the 5 free e-signatures offered by ProSeries..... can that be part of the issue?

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Orlando
Intuit Alumni

I don't think so - we treat the 5 trial ones the same as if you purchased. 

I'm asking internally - maybe there's more subtlety to this than I've previously encountered. If you mark this other one as Ready for EF.. do you then get the ability to request eSignatures?

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dkh
Level 12

Yes, once I mark "Read to Efile" , then do e-signature "Request"  it works.   A box pops up ...error checking status or something like that, then it allows me to check to proceed with which returns I want a signature for  is has  "Ready" status

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Orlando
Intuit Alumni

See solution here: https://proconnect.intuit.com/community/proseries-tax-discussions/discussion/re-esignature-is-saying...

Short answer: If Tools -> Options -> Electronic Filing ->  Only Transmit Returns when Status is Set to "Return Ready to EF", then that logic is applied as well to whether or not an eSignature can be obtained on a return.   

Honestly, I didn't even know about that setting. I'm not sure it makes sense to me why we're enforcing that flag for eSignature on the request.  If it's there to prevent folks from accidentally eFiling... seems like you wouldn't want to accidentally eFile while you're waiting for the signature. I'm looking into it.

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dkh
Level 12

@Orlando wrote:

Short answer: If Tools -> Options -> Electronic Filing ->  Only Transmit Returns when Status is Set to "Return Ready to EF", then that logic is applied as well to whether or not an eSignature can be obtained on a return.   

Honestly, I didn't even know about that setting. I'm not sure it makes sense to me why we're enforcing that flag for eSignature on the request.  If it's there to prevent folks from accidentally eFiling... seems like you wouldn't want to accidentally eFile while you're waiting for the signature. I'm looking into it.


I agree 100% that the "Only Transmit Returns when set to "Return Ready to EF" option shouldn't be applied to using  eSignature.   Makes no sense.      

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