Electronic document signing

We can accept online signatures for selected processes through DocuSign™, an eSignature solution that allows you to electronically sign and complete documentation, without visiting a branch.

What is DocuSign™?

DocuSign is an eSignature solution that allows you to electronically sign and complete documentation such as loan agreements. It’s completely paperless and allows you to progress documentation without visiting a branch.

An electronic signature, or eSignature, allows us to capture a digital record of your signature. You'll be bound by the contents of the document you're signing. DocuSign can detect when you provided your signature and if the electronic document was altered after the signature was applied.

eSignatures don’t need to look like your actual physical signature. Once you’ve reviewed the document, you can indicate your agreement by:

  • Setting up your signature by typing your name; or
  • Drawing your signature using a mobile device pen or your finger on a touch screen device.

DocuSign navigates users through documents in a way that's really easy to understand and signing is as simple as clicking a button.

Where can I use DocuSign?

DocuSign is available for customers applying for:

We’re looking to extend it to other products in the future.

What do I need to use DocuSign?

You can use DocuSign if you have:

  • An email address
  • Internet access
  • If a witness is required and not physically present when you sign, you'll need either the ability to screenshare via video software, e.g. Skype, Teams or two camera enabled devices – one so you can ‘sign’ the document, and the other so a witness can watch you sign the document.

You can have multiple signatories – they can sign the document(s) when it suits them but the smoothest experience will be if all parties are able to sign at the same time.

DocuSign works best in the Chrome browser. It'll work on other browsers, but it may be a bit slower on Internet Explorer particularly IE11 and below, which are no longer supported by Microsoft.

What's the process?

Business banking loans

  1. As a borrower, you'll receive an email from dse@docusign.net asking for your consent to receive the documents electronically and complete the signing process digitally. If there's more than one borrower, all borrowers will need to provide consent.
  2. When all borrowers have provided consent, you'll receive a copy of the loan documents to review and sign as a borrower.
  3. You may also need to assign a witness. They'll need to complete a task in DocuSign, so let them know to expect an email from dse@docusign.net.
  4. Once the borrower signing is complete, DocuSign will then ask guarantors to provide consent and sign. If a person is acting in more than one capacity as a guarantor (e.g. personally, as a trustee or director), they'll also need to sign for each role they have.
  5. Once signing is complete, signatories will receive a link to the signed documents to download and save for their records.

Merchant services

  1. You'll receive an email from dse@docusign.net asking for your consent to receive the documents electronically and complete the signing process digitally.
  2. After completing the consent, you'll receive the documents to sign. Please read the documents and sign/initial where required. DocuSign will guide you through the steps.
  3. Once complete, you'll receive a link to the signed documents to download and save for your records.
  4. After receiving the signed documents, our merchant services team will process your application and coordinate the setup of your service.

Keeping a copy of your signed documents

Once everyone has signed, you'll receive an email with a link to access the completed documents for your records. You must save the documents electronically in a folder that can be easily accessed. If you can't find the documents, please contact us and we can arrange for the documents to be sent.

Benefits of using an eSignature

Using eSignatures means:

  • You can progress documentation without visiting a branch
  • Paper-free processing
  • Removing the cost to send documents
  • Improved quality of documentation (all fields must be completed to be able to progress it)
  • Your transaction could be processed faster
  • Improved security through encryption and audit trails that tampering of documents can be easily detected.


Download our DocuSign user guide – it has step by step instructions on how to use DocuSign. If you get stuck at any point, please contact the Kiwibank team member who you've been dealing with. General information can also be found on docusign.com.

Safety and security

How do I know DocuSign electronic signatures are trustworthy?

DocuSign's electronic signatures are:

  • Legal - DocuSign is ISO 27001 certified as an infomation security management system (ISMS). This provides assurance that DocuSign meets stringent international standards on security.
  • Secure - Each electronic signature is unique, documentable, encrypted and tamper-evident. DocuSign guarantees confidentiality of all transactions and furthermore provides multi-faceted verification of signing events.
  • Auditable - DocuSign provides a complete and extensive audit trail that serves as third-party validation of transaction completion, including information such as the signer's email address, name, authentication method, IP address with time stamp and more.
What can I do to ensure I keep documents safe?

While DocuSign is robust, there are some simple extra steps you can take:

  • We’ll only ever send a DocuSign email to the email address you've registered with us
  • Never share or forward a DocuSign email or your passcode
  • If you believe your email address or phone number have been compromised, contact us immediately to update the relevant details and don’t sign any documents.
Suspicious emails

Please don't click on links in emails you receive from unknown sources or emails that you aren’t expecting. In this case, because you know to expect emails from dse@docusign.net, you have the information you need to ensure that the email you receive is legit.