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FAQ's

Subscription & Plans

What subscription plans does emSigner offer?

emSigner offers two primary subscription models:

  • User-based plans, designed for organizations with a fixed number of internal users who regularly access the platform.

  • Envelope-based plans, designed for high-volume or automated document workflows where usage is measured by the number of envelopes sent.

Each plan is provisioned separately based on customer requirements.

When should I choose a user-based plan?

User-based plans are suitable when:

  • A defined group of internal users prepares and sends documents

  • Usage is predictable and primarily manual

  • API-based automation is not required

When should I choose an envelope-based plan?

Envelope-based plans are recommended when:

  • Documents are sent at scale

  • Workflows require automation or system-to-system integration

  • Applications use APIs to trigger signing flows

Note: emSigner APIs are available only with envelope-based plans.

Can I switch between user-based and envelope-based plans?

Automatic plan conversion is not supported. Any change or conversion between plan types must be requested through emSigner support channels and is subject to commercial review and approval.

Billing & Usage

How is usage measured in emSigner?

Usage is measured using a combination of:

  • Counters for users and envelopes (based on your subscription plan)

  • A wallet-based billing system for value-added and third-party services such as SMS, WhatsApp notifications, Qualified Electronic Signatures, and eStamping

These mechanisms operate independently.

How are users counted?

Only active users who are enabled to log in are counted. Deactivated users are excluded from billing while all historical documents and audit records remain intact.

How are envelopes counted?

An envelope is counted when a document (or set of documents) is sent for signature. Envelope consumption is tracked in real time and reflected in usage reports.

What happens if I exceed my subscription limits?

If usage approaches or exceeds allocated limits:

  • Administrators may receive usage notifications

  • Additional usage may require a plan upgrade or support intervention

  • Wallet-based services may be paused if wallet balance is insufficient

Wallet & Add-On Services

What is the emSigner wallet?

The emSigner wallet is a prepaid balance system used to pay for services not covered by subscription counters.

Which services are billed via the wallet?

Wallet-based billing applies to:

  • Third-party eSignature services

  • Qualified Electronic Signature (QES) providers in:

    • European Union

    • India

  • SMS and WhatsApp notifications

  • eStamping services and authorized government providers

How is pricing determined for wallet services?

  • emSigner maintains default pricing for all wallet-based services

  • Customer-specific pricing may be configured based on negotiated volumes, geography, or service mix

  • If configured, customer pricing automatically overrides default pricing

Payments & Invoicing

What payment methods are supported?

The most commonly used payment method is:

  • Credit card or debit card via an online payment gateway

This enables immediate plan activation upon payment confirmation.

Does emSigner support Purchase Order (PO)–based activation?

Yes. For enterprise customers, emSigner supports purchase order–based activation.

  • This option is typically used for large or long-term contracts

  • PO-based activation is not recommended for faster onboarding due to longer processing timelines

When is my subscription activated?

Subscriptions are activated:

  • Immediately upon payment confirmation for card-based payments

  • Upon commercial and internal approval for PO-based activations

How does invoicing work?

Invoices are generated based on:

  • The selected plan and billing period

  • Applicable taxes and local regulations

  • The emSigner entity issuing the invoice

Why is my invoice issued by a different emSigner entity?

emSigner operates through multiple global entities. Depending on:

  • Customer location

  • Billing country

  • Regulatory and tax requirements

Your invoice may be issued by the appropriate emSigner legal entity aligned to your region.

Currencies & Transactions

Which currencies does emSigner support?

While most transactions are processed in USD, emSigner also supports billing and payments in:

  • EUR

  • AED

  • INR

  • IDR

Currency availability may depend on region, payment method, and issuing entity.

Can I choose my billing currency?

Billing currency is typically determined based on:

  • Customer location

  • Contractual terms

  • Applicable emSigner entity

Please contact emSigner Support for currency-specific requests.

Reporting & Visibility

Can I track my subscription and billing usage?

Yes. Authorized administrators can access:

  • Active subscription details

  • User and envelope consumption

  • Wallet transaction history

  • Service-wise usage reports

These reports support reconciliation, budgeting, and audits.

General & Compliance

Does deactivating a user affect billing or document validity?

Deactivated users are excluded from billing. All previously signed documents remain valid and verifiable.

Are taxes included in pricing?

Taxes are applied based on the billing entity, customer location, and applicable laws, and are shown separately on invoices where required.

Where can I get help with billing or subscription changes?

For plan changes, invoicing queries, wallet recharges, or payment issues, please contact your emSigner administrator or raise a request through the emSigner Support Portal.

Subscription Termination & Data Handling

What happens when my emSigner subscription is terminated?

Upon subscription termination, user access to emSigner is disabled at the end of the applicable notice or contract period. No new documents can be sent or signed after termination.

Will my existing signed documents remain valid after termination?

Yes. All documents signed during the active subscription period remain legally valid, verifiable, and tamper-evident, even after the subscription ends.

What happens to my data after subscription termination?

Customer data, including signed documents, audit trails, and logs, is retained in accordance with:

  • Contractual terms

  • Applicable data-protection and regulatory requirements

Data is not deleted immediately upon termination unless explicitly requested and contractually permitted.

Will emSigner hand over my data after termination?

Yes. Upon request, emSigner will provide a data handover to the customer in a standard, machine-readable format, subject to:

  • Completion of contractual obligations

  • Compliance with legal and regulatory requirements

Data handover may include documents, audit trails, and associated metadata.

Is there a time limit to request data handover?

Data handover requests must be made within the timeframe specified in your contract or as communicated by emSigner support following termination.

Wallet Balance & Refunds

What happens to unused wallet balance when my subscription ends?

Any unused wallet balance remaining at the time of subscription termination is refunded to the customer, subject to contractual terms and applicable deductions.

How will the wallet balance be refunded?

Refunds are processed:

  • Using the original payment method where feasible, or

  • Via bank transfer or credit note, depending on the billing entity and region

Refund timelines may vary based on payment method and local regulations.

Are there any deductions from the wallet balance before refund?

Any pending or unbilled usage incurred before termination will be deducted from the wallet balance prior to refund processing.

Will wallet-based services be available after termination?

No. Once the subscription is terminated, wallet-based services such as SMS, WhatsApp notifications, Qualified Electronic Signatures, and eStamping are no longer available.

Compliance & Final Billing

Will I receive a final invoice after termination?

Yes. A final invoice or statement may be issued to account for:

  • Remaining subscription usage

  • Wallet consumption up to the termination date

  • Applicable taxes or adjustments

Who should I contact for termination-related requests?

All termination, data handover, and refund requests must be initiated through emSigner support channels or via your designated account manager.

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