Frequently Asked Questions eSign

Can I update the signer's email after sending a request?

No. Once a request is sent, the email address cannot be changed. If you entered the wrong email, cancel the request and create a new one with the correct address.

Can I send the same document to multiple signers?

Yes, if the template is set up with multiple signer roles. Signer roles are placeholders, such as Facility representative, Resident, or Resident representative, that are assigned to real people when the request is sent.

Each signer field can only be assigned to one role. If a document may be signed by either the resident or a representative, create two versions of the template and choose the version that matches the actual signer.

What if the signer doesn't have email access?

If the signer is with you, use Sign Now so they can complete the document in person on the operator's device.

If the signer is not present and does not have email access, you may need to complete the document outside of eSign and upload it manually to exacare.

Can the signer save their progress and come back later?

Yes. The signer can close the document and return to it from the same email link until the request is completed, cancelled, or the link expires.

Email links are valid for 7 days after they are sent. If the link expires, send the signer a reminder or create a new request if needed.

Can I remind a signer to complete a request?

Yes. After a request is sent, you can send a reminder to signers who have not completed the document yet.

Use Send reminder from the eSign grid or the request details page.

What document formats are supported for templates?

Templates must be uploaded as PDF files.

Can I have multiple templates?

Yes. You can create as many templates as needed, for example, one for your admission agreement, one for advance directive forms, one for financial disclosures, and so on.

Who can create or edit templates?

Only admins and superadmins can create or edit eSign templates. Templates are managed from Admin Hub > eSign document templates.

Other team members with eSign access can use published templates when sending signing requests.

Can I change which fields are pre-filled after the template is published?

Not in place. Pre-fill fields are part of the published template, so changing them requires creating a new version of the template. In-progress requests will continue to use the version they were sent with.

What if the resident can't sign and a representative needs to sign instead?

Create two versions of the template: one that uses the Resident role and one that uses a Resident representative custom role. At request time, choose the version that matches who will actually be signing. See Setting Up Templates for the full pattern.

How do I know when a document has been signed?

The eSign grid shows the latest request status. You can also view signing requests from the resident's referral to check whether a document is incomplete, pending, completed, or cancelled.

What if a signer accidentally submits an incomplete or incorrect document?

Once submitted, the document is locked. Send a new corrected request if changes are needed after submission.

Is the signed document legally binding?

Every completed document includes an audit trail with details such as signer name, email, timestamp, and IP address. This audit trail helps document the signing event and supports your organization's compliance records.

My EHR upload is not working. What should I do?

Check that your EHR integration is configured. Completed PDFs and audit trails can be pushed to PCC or MatrixCare from exacare. Automatic EHR push is coming soon.

If the document still does not upload, download the signed PDF and upload it directly to the EHR if needed. Contact Exacare support if the issue persists.

Can I cancel a request after the signer has started filling it out?

Yes. You can cancel a request before the signer submits it. Once cancelled, the link in the signer's email will no longer work.

Can I use eSign on mobile?

You can send eSign requests on mobile, but the signing experience is not optimized for mobile devices. For the best signing experience, use a desktop or tablet.

What if I don't need a signature request for a readmission?

When changing a referral to Booked or Moved-In, you can uncheck the eSign request checkbox if the resident does not need to re-sign paperwork.

Use this when paperwork is already on file or the admission does not require a new signing request.

What if I don't see eSign in exacare?

If you do not see eSign in your workspace, contact your Exacare administrator or account manager to confirm that eSign is enabled for your organization and facility.

Can we keep using our existing signing process?

Yes. eSign does not interfere with your existing workflows. Your team can use eSign for the documents and facilities where it makes sense, while continuing other signing workflows as needed.

Have a question that isn't answered here? Reach out to your Exacare account manager or contact Exacare support.