Contact eSignSimple.

What to email us about

Write to hello@esignsimple.com for anything at all, but these are the messages we most want to see. Getting set up: if you are moving a lot of documents or templates over, or you are not sure whether your Word or PDF files will convert cleanly, tell us roughly what you send and how often. Questions before you commit: whether eSignSimple fits a particular document, a plan question or how the audit trail works. Problems: a signing link that did not arrive, a PDF that renders oddly, anything that looks broken. Include the document name or the approximate time and the email addresses involved so we can find the relevant records quickly; please do not attach sensitive documents unless we ask.

We are not a law firm and cannot give legal advice on whether a specific contract is enforceable where you are. We are happy to explain what our evidence records and point you to our legality guides, but for a high-stakes agreement, talk to a lawyer.

How to get started without writing to us

You do not need to email us to get started. Create a free account at esignsimple.com/signup, with Google or with an email address and password, and you can upload a PDF or Word document and send it for signature straight away, or use the free Sign PDF, Fill PDF and signature generator tools inside the app. The Free plan includes 3 documents a month and needs no card.

Early users help shape the product. We will ask for occasional feedback, but there is no obligation to answer every survey.

What to expect when you write

If you are a signer rather than a sender, for example you received a signing link and something went wrong, it usually helps to contact the person who sent you the document first, since they can resend it or correct your email address in seconds. If that does not work, write to us with the sender's name and the time you received the request and we will look into it.

Security reports are welcome too. If you believe you have found a vulnerability, email us with the details and steps to reproduce, give us a reasonable chance to fix it before sharing it publicly, and we will keep you updated on what we do about it.

A real person on our small team reads every message. We aim to reply within one business day. Complex issues may take longer to resolve, but you will hear from us with a status rather than silence. We do not run a phone line or live chat at the moment; email lets us look into your issue properly and keeps a record for both of us.

Feedback is genuinely welcome

If something confused you, annoyed you or took more clicks than it should have, we want to know. The same goes for features you expected and did not find, a competitor doing something better, or pricing that does not fit how you work. Blunt feedback is the most useful kind. We read it, we discuss it, and when we change something because of it, we will usually tell you.

What should I include in a bug report?

The fastest fixes start with a report we can reproduce without a second round of questions. Tell us what you were trying to do, what you expected to happen and what happened instead, in a sentence each. Add the document's title, or copy the address from your browser bar while the document is open, since it contains the document's ID. Give the approximate time it happened and your time zone, the browser and device you used (for example "Safari on an iPhone" or "Chrome on Windows"), and the email address of any signer involved.

A screenshot of the error message helps a lot, but crop or blur anything confidential first. Please do not send us passwords, API keys or the full document unless we ask for it; in most cases the document's ID is enough for us to find the records we need. If the problem is with a Word upload that converted strangely, tell us which pages look wrong and what they should look like; in that one case we may ask for a copy of the file, with the sensitive parts removed, so we can test the conversion.

A good example: "I uploaded Lease-2026.docx at about 14:10 Berlin time in Chrome on a Mac. Page 3 came out with the table cut off on the right. Document link attached, screenshot attached." That report gets a useful answer on the first reply.

Billing questions: plans, cancellations and charges

Most billing changes do not need us. You can upgrade from the app, and you can cancel from your account settings at any time; your plan keeps working until the end of the period you already paid for, and you are not charged again after that. To move to a smaller plan, cancel and pick the smaller one when the current period ends. Plan details and limits are on the pricing page.

Write to us when something looks wrong: a charge you do not recognise, a plan that did not switch on after payment, or a payment made with a different email address from the one on your account. Include the email address you sign in with, the email used at checkout if it was different, the date and the amount. Payments are taken by our payment provider, so never send a card number by email; we will never ask for one. Our terms say paid periods are not refunded, which does not affect any rights you have under the consumer laws of your country.

Reporting a security vulnerability

If you think you have found a security problem in esignsimple.com, email hello@esignsimple.com with "Security" in the subject line so it is read first. Describe the issue, the steps to reproduce it, the URLs or API endpoints involved and what an attacker could do with it. A short proof of concept is ideal.

Please test only against your own account and your own documents. Do not access, change or delete other people's data, do not send signing requests or emails to people who have not agreed to it, and do not run load or denial-of-service tests. Give us a reasonable chance to fix the issue before you publish anything. We will confirm we received the report, tell you what we found and when it is fixed, and credit you publicly if you would like that. We cannot promise a payment for reports. Our security page explains how documents, signatures and evidence are protected.

I am a signer and something went wrong

If the signing email never arrived, check your spam or junk folder and search your inbox for the sender's name, since the email comes from eSignSimple on their behalf. If it still is not there, the sender may have typed your address wrong; ask them to check it and resend. If the link says the document is no longer available, the sender has probably voided it or it has already been completed, and only they can send a new one.

If you declined by mistake, or signed and then noticed an error in the document, contact the sender. A completed document is final and cannot be edited, which is what makes it trustworthy, so the fix is a corrected document sent as a new request. If the sender is unreachable, write to us with the sender's name and the time you received the request, and we will see what we can do; we cannot change a signed document on anyone's behalf.