🖊️ Requesting and Managing eSignatures in Client Hub

Last Updated: July 2026

Client Hub's eSignature requests are now powered by Zoho Sign. If a client has an older SignWell request still in progress, it remains fully usable — you can view, edit, cancel, or sign it as before — while every new request goes through Zoho Sign. Recipients sign inside Client Hub itself, and you can add an extra layer of identity verification using Knowledge-Based Authentication (KBA) when a document calls for it.

⚠️ Before You Start: Client User Required

You must have at least one Client User added to the client's workspace before creating an eSignature request, and they have to have accepted the invitation.

📝 Note: You can no longer copy a signing link to send or paste elsewhere. Every request is created, tracked, and signed inside Client Hub from start to finish.

📁 Step 1: Open eSignature Docs

• Select the client from My Client List
• Click the File Manager tab
• Click eSignature Docs
• Click the + (plus) button
• Select Request eSignature

💳 Step 2: Choose Standard or KBA

Before you upload a document, you'll see your firm's current eSignature Credits Wallet balance and a choice between a Standard Request or a KBA Request.

• KBA is grayed out if your balance can't cover its cost.
• If your balance can't cover even a Standard Request, Subscribers and Admins will see options to view Transaction History or purchase more credits right here. Staff members will instead see a message to reach out to their admin for more credits.

See "💳 Understanding the eSignature Credits Wallet in Client Hub" for the full cost breakdown.

📄 Step 3: Upload the Document

Drag and drop your file into the upload box or click to select it from your device. Click Next.

If you receive a "no client users" error, add a Client User to the workspace before continuing.

👥 Step 4: Select Recipient

Choose the recipient from the list of active Client Users in the workspace. Click Next.

📝 Note: Once the request is created, you can replace or remove this recipient, but you can't add an additional one.

✍️ Step 5: Add Signature Fields and Send

Creating the request opens Zoho Sign, where you add signature and any required form fields to the document. In most cases, you'll send the request directly from within Zoho Sign at this point.

If you close the Zoho Sign tab before sending, reopen the request from eSignature Docs and choose Send from the Actions list to send it without starting over.

✉️ Signing the Request

The recipient is notified through Client Hub's own notifications — not a SignWell or Zoho Sign email — and signs the document from inside Client Hub. The signing experience is embedded directly in Client Hub.

📝 Note: If the embedded signing page doesn't load, an Open in Zoho Sign button is available as a fallback. It opens the signing page in a new tab.

📂 Where to Find eSignature Requests

Every request is still available under File Manager > eSignature Docs — this remains your full historical record.

Open requests also appear as their own eSignature Requests card under Client Tasks on the Client Workspace:

• Accountant view shows every open request in the workspace
• Client view shows only requests where that client is the recipient

💬 Commenting on a Request

Clients and accountants can now leave comments directly on a request instead of starting a separate conversation.

1. Open the request from the eSignature Requests card or File Manager.
2. Click View Comments.
3. Type your note and submit it.

The accountant can reply from the same request.

🛠️ Correcting a Document or Recipient

1. Select the request.
2. Click Correct Document and Recipients.
3. To replace the file, select a new document — or leave this blank to update only the recipient.
4. To change the recipient, unselect the current recipient first, then select a new one.
5. Submit the update.

📝 Note: You can replace or remove a recipient, but you can't add a new one. The request name and its KBA setting also can't be changed after creation.

📱 Signing from the Client Hub Mobile App

Requests and their statuses now appear in the mobile File Manager the same way they do on the web. Clients can view a request's status and complete signing from the app. Accountants can cancel or delete a request from mobile if it's in a cancellable/deletable state — otherwise, they'll see a message to finish setup on the web.

🔐 Knowledge-Based Authentication (KBA) and Credits

Requiring KBA adds identity verification before a recipient can sign, and draws from your firm's eSignature Credits Wallet. See "Understanding the eSignature Credits Wallet in Client Hub" for full details on cost and balance management.

🛠️ Troubleshooting

Error: "There are no client users in this workspace…"

Add a Client User to the workspace, confirm they're active, and restart the request.

Last Updated: July 2026