The signed PDF shows the countersignature of the user who authorized the site

Last updated 28 Oct 2026

The short version

Simple Signature finishes each signed PDF as one user: the user who last clicked Authorize in the Simple Signature setup. It puts the sender's own countersignature on the PDF only when the sender has a verified Organization-Wide Email Address in Salesforce. Give each user who sends requests a verified address, and each PDF gets the right countersignature.

What you see

A user sends a signature request with a template that has a countersignature. When the request goes out, it looks right. After the customer signs, the signed PDF shows someone else's countersignature: the user who last clicked Authorize in the Simple Signature setup.

Some users get the right countersignature and some do not. The difference is whether that user has a verified address.

Why it happens

The work that happens after a customer signs runs outside Salesforce. To save the signature and make the PDF, Simple Signature works in your org as the user who last clicked Authorize. That is the purpose of the authorization.

For the countersignature, Simple Signature checks the user who sent the request. When that user has a verified Organization-Wide Email Address, the PDF gets that user's countersignature. Without that address, the PDF gets the countersignature of the authorized user.

What to do

Do this once for each user who sends signature requests.

1. Open Setup. In the Quick Find box, type Organization-Wide Addresses, then click it. The list of your org's addresses opens.
2. Look for the user's email address. If it is in the list and verified, skip this user.
3. Click Add. In Display Name, type any name. In Email Address, type the email address from the user's Salesforce user record.
4. Select Allow All Profiles to Use this From Address. Click Save. Salesforce sends a verification email to that address.
5. Ask the user to open that email and click the link in it. The address is not verified, and the fix does not work, until the user does this.

Each of these users also needs a saved signature on the User Signature page (App Launcher, User Signature). The full countersignature setup is in Simple Signature: More request options.

How to check it worked

Ask one of these users to send a test request with the same template. Sign it as the customer. Open the signed PDF from the Files list on the ß Signature record. It now shows the countersignature of the user who sent the request.

If it still does not work

Open a case. Include your Simple Signature version, a link to the ß Signature record of the test, and the email address of the user who sent it.

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Related

• All Simple Signature troubleshooting
• Install the newest version of Simple Signature. TAF works on bugs in the newest version only.