🖊️ Requesting and Managing eSignatures in Client Hub

Last Updated: October 2026

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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.

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📁 Step 1: Open eSignature Docs

1. Select the client from My Client List
2. Click the File Manager tab
3. Click eSignature Docs
4. Click the + (plus) button
5. Select Request eSignature

📝 Note: eSignature Docs appears as a bucket under Folders view in File Manager. If File Manager is set to List view, switch to Folders view to see it.

Already have the file open? You can also click Request eSignature directly from a file’s preview in File Manager. This uses that file automatically and takes you straight to Step 2 below, skipping the upload step.

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💳 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.

a. KBA is grayed out if your balance can’t cover its cost.

b. 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 — Standard Request stays selected by default, and once the purchase goes through, your balance updates immediately and Next becomes available, so there’s no need to start the request over. 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.

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📄 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.

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👥 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.

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✍️ 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.

📝 Note: Once sent, a request stays open for signing for 30 days. If it isn’t signed within that window, its status changes to Expired and it can’t be signed until you extend it. You don’t need to send a new request — see ⏳ Extending an Expired Request below.

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✉️ 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.

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📂 Where to Find eSignature Requests

Every request is still available under File Manager > eSignature Docs — this remains your full historical record. Make sure File Manager is set to Folders view; List view shows a flat list of files and won’t display the eSignature Docs bucket.

If no request has been created for a client yet, the eSignature Docs bucket will show as empty until the first request is sent.

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

a. Accountant view shows every open request in the workspace

b. Client view shows only requests where that client is the recipient

For a firm-wide view across every client at once, go to Dashboards > eSignatures. Five summary cards along the top — Awaiting Signature, Completed, Declined, Expired, and All Requests — show your counts at a glance, and clicking a card filters the table below to matching requests.

The table lists Document, Client / Workspace, Status, Requested By, Submitted Date, and Expire By for every request across your practice. Submitted Date is the day you sent the request for signature, and Expire By is the day it stops being available for signing. Older requests may show a dash in these columns. You can narrow the list further using:

• Search — find a request by document or client name
• All Clients — filter to one client
• All Requests — filter by status (Awaiting Signature, Completed, Declined, Expired, Canceled, Draft, Needs Attention, or Other)
• Request Date: All Dates — filter by Today, Last 7 Days, Last 30 Days, or a Custom Date range
• Client Tags — filter to clients carrying specific tags

Use Clear Filters to reset everything at once.

📝 Note: When at least one request Awaiting Signature is showing, a Remind All button at the top right lets you send a reminder to every recipient with an open request in your current filtered view. Individual rows also show their own Remind link whenever that request is Awaiting Signature.

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⏳ Extending an Expired Request

If a request expires before your client signs it, you can extend it instead of starting over. Extending adds 30 days from the day you extend, not from the original expiration date. For example, if you extend a request on October 9, the new expiration date is November 8.

📝 Note: You don’t need to pay again to get the document signed. Extending an expired request does not require a new request.

From the eSignatures dashboard:

1. Go to Dashboards > eSignatures.
2. Click the Expired card to show only expired requests.
3. Find the request in the table.
4. Click +30 days at the far right of the row.

From the request itself:

1. Open the request from the eSignature Requests card, from File Manager > eSignature Docs, or by clicking the client name on the eSignatures dashboard.
2. Under Actions, click Extend expiration +30 days.

📝 Note: Some older requests don’t have a Submitted Date or Expire By date, so the +30 days link doesn’t appear on the dashboard. For these, open the request and look for Extend expiration +30 days under Actions. Requests created before the move to Zoho Sign may not offer this option. If you don’t see it, send a new request.

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💬 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.

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🛠️ 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.

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📱 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.

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🔐 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.

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🛠️ 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.