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I would like to formally lodge a complaint regarding my account billing.Last year, I went through your automated process as I needed to increase the number of envelopes available on my account. However, without my knowledge or clear explanation, my account was upgraded to two seats. As a result, I have been paying double the expected amount since then.As a small business, these additional charges have had a significant impact. I only required more envelopes and did not request or intend to upgrade to two seats. Unfortunately, when I recently contacted your support team to request a refund or even a partial refund, the assistant I spoke with was unable to assist.I also find that your pricing structure and processes are not transparent. I have never been able to get clear guidance on how to maintain a single seat while increasing the number of envelopes, which has made it very difficult to manage my account appropriately.I would appreciate this matter being reviewed and for you to consid

Hi All:There used to be an “Ideas” tab within “get help” but I can no longer find it. I can search for ideas that I know about and find them that way, but there doesn’t seem to be a simple way to navigate to “Ideas” to see that was posted recently or to check on the status of Ideas that have been posted.I realize there was an update of the Community Forums, and this may be why - but it’s odd that there is no longer a place to view/discuss Ideas separate from the troubleshooting discussions. mr1

We are migrating an existing DocuSign SOAP integration from legacy authentication to App Password authentication and need clarification on one specific scenario.Our current SOAP authentication flow is:1. The user enters their DocuSign credential in our application.2. We authenticate using `credential.asmx`.3. We call `GetEncryptedPassword()` on `accountmanagement.asmx`.4. We store the DocuSign-issued encrypted password returned by `GetEncryptedPassword()`.5. Subsequent SOAP calls (`api.asmx`) authenticate using the `[IntegratorKey]email` username format and that encrypted password through WS-Security / `X-DocuSign-Authentication`.We have tested replacing the user's regular DocuSign password with an **App Password**. The initial authentication and `GetEncryptedPassword()` call succeed.We need confirmation on the following two questions:**1. If `GetEncryptedPassword()` is called after authenticating with an App Password, are subsequent SOAP API calls using the returned encrypted password

Hi, I got an email from DOcusign support saying my refund was approved on October 1st, they told me the refund would take anywhere between 10 to 14 days (my charge was in Mexico in case that gives more context) and since then the ticket was automatically closed and to this day (more than 14 business days later) I have not recieved the refund and I am unable to contact support, the chat does not work (literally nothing happens when I click on it) and the other two contact options are for paid customers which I no longer am… how in the world can I get someone in DocuSign to reach out to me since I cannot reach out to them… I can also NOT open a new case (as is supposed to be) because I do not have a paid suscription anymore...

Hi, I'm the founder of a transaction-management SaaSfor residential real estate teams. I'm planning a Docusign integration and need toconfirm go-live eligibility before I invest the build time.The model is a standard ISV Connector / Public integration:- One integration key, Authorization Code Grant (confidential client)- Each user connects THEIR OWN existing Docusign account via OAuth- All envelopes are sent from and billed to the users' own Docusign accounts.  Nothing is billed to my company, and I am not reselling or embedding Docusign.My company is an established LLC with a corporate domain, but it is a smallcompany: fewer than 20 employees and less than one year old. The Partner Programrequirements page lists "established for at least one year and with at least 20employees," which is why I'm asking before building.Three specific questions:1. For a Public integration under the model above, is Docusign Partner Program   membership strictly required to complete Go-Live, or can Go-Live

Hello,I canceled my Docusign account but was charged $66.53 for a “remaining subscription balance” on invoice INV*****450 after my cancellation. I never saw any mention of this fee in my agreement when I chose my plan. I’m requesting a refund for this charge since this was applied to my account after it was already canceled and can’t open a Case on a free plan and was told to post it here in the Community forum. Appreciate it! Invoice Number: INV*****450 Charge Amount: $66.53 Invoice Date: October 21, 2026 Issue: Charged after cancellation, fee not disclosed in agreement, requesting refund.

I am experiencing an issue with the Document Generation API when populating Sender Fields created using the Agreement Template Builder.My workflow:Create a draft envelope using a document template (template has sender fields set). Retrieve the document generation fields using GET /v2.1/accounts/{accountId}/envelopes/{envelopeId}/docGenFormFields. Populate the fields using PUT /v2.1/accounts/{accountId}/envelopes/{envelopeId}/docGenFormFields. Reopen the draft envelope through the DocuSign web interface.The GET response correctly returns the populated values, for example:Client Name: Test Company City: SofiaAdditionally, the response reports:docGenDocumentStatus: mergesucceededHowever, when I proceed to the document preview, the just before preview step shows the sender fields in a box layout with the populated values warning me that those values will be included in the document and then when the document is loaded at the preview stage placeholders remain empty. Downloading the generate

I have been using the DocuSign API for over two years now and recently came across the following problem.Using the endpoint /restapi/v2.1/accounts/{accountId}/envelopes (https://developers.docusign.com/docs/esign-rest-api/reference/envelopes/envelopes/liststatuschanges/)I wanted to find envelopes containing certain text. I have done this many times before with no problems. However, on this occasion the expected envelope was not being returned. The first search I performed used the following:https://eu.docusign.net/restapi/v2.1/accounts/{accountId}/envelopes?from_date=2026-05-01T00:00:00Z&to_date=2026-10-22T23:59:59Z&search_text=contrat_FRECOCMP_France_AFR_prestations_2027_2027&order=desc&order_by=action_requiredThis returned no envelope matches. Then I tried the search :https://eu.docusign.net/restapi/v2.1/accounts/{accountId}/envelopes?from_date=2026-05-01T00:00:00Z&to_date=2026-10-22T23:59:59Z&search_text=ontrat_FRECOCMP_France_AFR_prestations_2027_2027&or

Hi, I've been trying to submit a form required by a university I'm applying to. I'm applying for the financial aid of that university and they require me to complete the form at DocuSign. I filled every necessary information and put my signature in the student's signature section, but when my parent tried to put his signature in the parent's signature section, he was unable to do so. It either copied my signature into his section or copied his signature into my section. When we tried to put separate signatures for our sections, it didn't allow us to do so. Basically, it's only accepting one signature in both the places. Is there any way to solve this issue? The university's website says that the form will be sent to my parent once I sign my part, but I'm not even able to "finish" the application as it keeps showing error for missing information (which is actually the unsigned part from my parent's side).

We have a user that currently has a OAG profile is linked to her work email because it is part of her job. When she tries to sign on, the system won't let her. She can't even sign up for a free DocuSign account because we enabled the setting that prevents users from using their work emails. We do not have a current contract with DocuSign and our instance is now turned off. Any guidance on how we can get around this issue for eu that needs to use a DocuSign for their job because the other vendor uses DocuSign as their e-signature application?

I am using the external review step in a workflow and I have enabled in the account the option to reply to the external review directly via email.I am testing the external review and If I reply via email without a document, just with a reply saying for example that document is ok, I do not find the Reviewer reply anywhere. If I reply within the link and comment in the comments section, those comments are saved correctly, but if I reply directly from the email my external reviewer reply is not visible anywhere.I would expect that email reply to be saved in the external review comments but it is not happening. Am I missing something? Where can the submitter see what the external reviewer replied via email? I only see in the workflow the output of step as “Completed without document”. 

Hello,I have an existing DocuSign account, and my free trial has recently expired. I can still log in to my account, but when I upload my own PDF document to sign it myself, I receive a message that my free trial has expired and I am prompted to purchase a subscription.My understanding is that DocuSign supports uploading and signing your own documents. I would therefore like to clarify whether this functionality is available on a free plan and, if so, how I can access it using my existing account.I am trying to contact Support, but the Chat with us button does not respond. The callback and email options are disabled for my account. Could a DocuSign representative please help me understand whether I can switch my existing account to a free plan that meets my signing needs?

When I try to transfer envelopes from one user to another I get the below error message. Both users are active, on the same site, and I have cleared my cache and tried in two different browsers. I am just not sure what else might be causing this. 

Hey everyone—I’m a lead product manager at Docusign and I wanted to start a thread specifically for questions, use-case advice, and real-world feedback on the new eSignature experience and capabilities.I’d love to hear your questions on topics like:What you’re trying to do and whether these capabilities might help How this could fit into your current workflows or agreement types What you’re unsure about as you think about using them Advice you’re looking for on rolling this out to your teamIf you want the full details on what’s new, check out this blog or sign up for this webinar. At a high level, the new experience helps you create, send, and complete agreements faster by:Automating setup with AI: AI-assisted agreement type detection identifies the agreement type and recommends required fields to speed up setup and reduce rework. Helping signers complete faster: Agreement summaries and real-time answers to signer questions reduce confusion and incomplete agreements.  Improving deliver

We are trying to remove the person’s name from the “Message from” part of the e-mail sent to users.  As an example, when the user first clicks the “Review Document” button from the e-mail, they get something similar to…  Right now, the person sending the envelop has their name and the company name shown.  How do we either get rid of the entire line or the name of the person sending it?