Hello, Evergreen 2021.
I understand how important to have the Get Signature feature working when processing an invoice or estimate for a customer.
There have been no changes, and capturing signatures in QuickBooks Online is currently unavailable. However, you can use the QuickBooks mobile app Get Signature feature to capture and attach a signature to an invoice or estimate.
The DocuSign account you're referring to is a third-party connector that allows you to obtain customer signatures. To connect this to QuickBooks, you must have a QuickBooks Online Advanced account. This isn't required if you're using the QuickBooks Online mobile app.
Going back to your issue, we are currently investigating the Get Signature feature if you're using an iOS phone. We've received reports that some customers' screens are greyed out or frozen, with only a white screen visible. If you're using an iPhone or iPad, I recommend contacting QuickBooks Online support to be added to the list of affected users.
Here's how:
- In QuickBooks, click Help at the top.
- Select Contact us.
- Enter your concern about the signature.
- Tap Let’s talk.
- Choose Chat with us to initiate a discussion with a live agent.
If you have an Android phone, let's do some troubleshooting steps to get it fixed. Please ensure your QuickBooks mobile app is updated. I'll show you how.
- Open Google Play Store.
- Tap the Menu ☰ icon, then Select My apps & games.
- In the Updates tab, look for the QuickBooks mobile app.
- Tap Update.
After that, we'll clear the app's data to refresh the app and remove any outdated files that are causing the feature to fail. From your phone's setting, select Apps and then choose the QuickBooks app from the list. Tap Storage then clear data.
For future reference, I've also included this article, which includes a video on recording payments: How to Record Customer Payments in the QuickBooks Mobile App.
If you need anything else, let us know. We're always available to help you.
