Unanswered questions

I need to update my billing information. However, the nightmare that I have experienced  with this truly awful website makes me just want to cancel my subscription. This is the most incredibly convoluted overly complicated puffed up for no reason website I have ever encountered.In my life, DocuSign exists for one and only one reason. I electronically sign documents. Then, once done, I want to be able to retrieve them occasionally. That’s it. And I imagine that for 99% of DocuSign’s customers, that’s all they care about.Once I’ve logged in, I want to go to billing and change the credit card. Such an obvious use case for a website that should be super simple. I don’t want to find a set of confusing instructions on how to do some convoluted thing. I don’t want to find myself mysteriously logged out every step of the way. I don’t want to be presented with a list of producted with a list of products I’ve never heard of, don’t care to hear of, and why is basic document signing not among them

Hi DocuSign Community,We are experiencing API timeouts while fetching envelopes from DocuSign during a historical backfill operation.Error received from the DocuSign API:{ "errorCode": "UNSPECIFIED_ERROR", "message": "Execution Timeout Expired. The timeout period elapsed prior to completion of the operation or the server is not responding."}Our observations: The issue occurs while fetching envelopes for historical backfill. The backfill started on October 9. Our current implementation allows fetching up to 1,000 envelopes per API request, based on the documented API limit. When fetching a large number of envelopes, the API request sometimes fails with the above timeout error. Questions: Is there any known limitation or server-side timeout when requesting up to 1,000 envelopes in a single API call? Does DocuSign recommend a smaller page size (for example, 100 or 200 envelopes) for large historical backfill operations? Are there any specific API rate limits, throttling polici

I’m testing a notary procedure between France and Taiwan :Please enable Identity Verification (ID Verification) on my developer/demo account for testing (same account : clhoir@wanadoo.fr )Currently only Phone Authentication is listed under Settings > Identity Verification, as seen on the screenshot below Thanks for your help in this matter

I am unable to add any fields to my documents. It is saying something went wrong. Try again later.  

I added a recipient to "allow to edit" and after a few signors had signed,  but the envelope was not closed, the allow to edit recipient was not allowed to add a document or new signor.  I did a test and was able to accomplish this.

Our account is setup and ready for Notary. We have gone through the entire setup process. Once we get to the spot where we are trying to notarize a document and I get the error message: WHOOPS!“The account specified is not properly provisioned for collaboration. Please contact Support for assistance.”

Hola, necesito ayuda para automatizar el envío de aproximadamente 50 contratos laborales en PDF desde DocuSign.Cada contrato es diferente y debe enviarse exclusivamente al correo electrónico del candidato correspondiente, generando un sobre individuo para cada persona.Quisiera saber si mi cuenta permite realizar este proceso mediante una integración API, qué permisos o licencia necesito y cómo puedo habilitarlo.¿Me pueden orientar con un asesor técnico, por favor?

Problem:When other companies send me envelopes for personal matters, the Certificate of Completion lists an old job title and company under my name in the Signer Events section. I used that title last year when I signed work-related documents. It has nothing to do with my personal documents, so I don't want it to appear, but it still shows up on the Certificate of Completion.Why I can't fix it myself:1. My profile doesn't show it. Under Manage Profile > Contact Information, Company and Job Title are both blank.2. My Docusign ID card shows only my name, with no title.My question:How can I change or remove the job title that appears for different documents, so the old title no longer shows on envelopes for personal matters?I can't reach Support:- Docusign's own articles (dated October 22, 2026) say a phone call is available to logged-in Free account customers:  https://support.docusign.com/s/articles/How-do-I-contact-DocuSign-Customer-Support?language=en_US  https://support.docusign.c

Is there a way to download a signed doc from an old employees account

Has anyone else had people complain about email subject lines coming from your Docusign account with this as the Subject line?Do you recognize this document?My clients are pushing back, not signing, and slowing down the legal approval process.  They fear that it is spam, even when being sent by Docusign.Then, when the document is signed and sent back to myself for signature it has the same Subject line.  It is like Docusign itself is sending emails that feel like Phishing emails to end users and customers alike.

I am currently using the trial version and have already sent a thesis approval page to my university advisors. The envelope is currently in the signing process. I would like to remove the visible Envelope ID from the document. Is it possible to enable this option for my current account and apply it to this existing envelope? If a paid plan is required, please let me know which plan would allow this.Thank you for your help.

Account is suspended due to non-payment of invoice.  The Administrator is no longer here and DocuSign will not let me know who the second administrator is.  I’ve guessed multiple people, but all incorrect guesses.  I can pay the invoice, but DocuSign will not let me.  I have to find out who the second administrator is.  Seems like a flaw with the DocuSign account system.  People come and go all the time and someone may not think or have time to reassign their administrator rights before they leave.  Any suggestions? 

Until recently my colleague used to view all the envelopes, he is part as a signee in his DS In Progress tab.  But suddenly he could not view any of the in-progress envelopes from his DocuSign for some reason.  Any idea why?

I am customising Subject when creating envelope using C# SDK. But the Email receive by Signer is below one. Kindly help on this 

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Hello everyone.I am trying to sign a very important document, but since I last used docusign, I have a new citizenship and when I tried to use the new id card, it blocked me and I can’t go forward.Shows this message: This identification for this Transaction Number has already been completed and cannot be restarted.What should be done to solve this problem?Thanks for the help!

I’m sure other people have asked about this, but I’m not finding it.  The past couple of weeks there was a button on the bottom of our screens to switch back from new navigation view to the classic view. That button is now gone. We work out of the “Inbox” folder 100% of the time and now it is no longer there. We need to see everything that is coming in. Stuff that is now complete and stuff that needs to be signed. Once done with them we move to other folders. Some times we log incoming items that need to be signed but they are move to a side folder where they pend until I get the all clear to complete/sign them.  Not being able to view these separately is causing extreme issues with our productivity. HELP!!!

How can I access contracts that were signed through an email account that I no longer have access to? Even though I still know the password, I cannot verify the security code because it is being sent to an email address that no longer exists.How can I transfer these contracts to another account, or request a backup/export of all contracts signed through the old account?I am also unable to access the support chat with new e-mail. Whenever I try to access it, I am redirected to the page shown message “If you signed up for a Free or Trial account, chat with us to let us know you need access.”. When I click “chat with us,” it takes me back to the same page, creating a loop and preventing me from reaching the chat support.

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

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 have joined DocuSign on a free trial.  I was particularly pleased that I could send the document to a signatory, cc me.  Forward to a third part and cc me when this is complete. I have set the signing order to do just this. However the timestamp shows the recipient of the signed document viewing it before the time stamp of the signature.  Any advice on what is going wrong.

I am getting the following error message when trying to make changes to a powerform. “Cannot update the selected PowerForm. Recipient denied access to documents. Recipient: [Not Set], Email: [Not Set], RoleName: Line Manager”If anyone has seen this before and has a solution I would be grateful for some help.The form is being successfully used, I just need to update it so it shows a different sender. I have checked the document visibility and all recipients can see the documents they need to see.