Unanswered questions

While on the Web Form page for Docusign, I was interested so I clicked free trial at the top of the page. I signed up etc, but cannot find the trial of the web form builder in the dashboard? I tried to contact support but the start chat button would click and but not launch a chat, so I here I am.Question for Community: How can I evaluate whether the web form builder everything we need without needing to carve out time for a sales pitch from a docusign rep? Do I come up with a list and post it here?Question for UX team: Why have the free trial button on the page of a product feature that you can’t try before you buy?

If a client has an Enterprise Pro account and have multiple branding/logo requirements for multiple divisions/departments, how can brands be set up so that individual users can select the appropriate logo/brand for their department? We’re not using any templates or workflows in Docusign but are integrating the eSignature action from another CLM platform. Is there any way to automate the brand selection if the internal contracting entity name appears as one of hte recipients rather than manually clicking the Advanced Options button?

Hi,I would like to check if Docusign can generate the Documents without the envelope IDs. Our firm (ASCAP One) is using ‘Enterprise Pro For Salesforce’ Plan. Thank you.Regards,Naga Chaitanya Yepuri

Hi,I'm setting up the new DocuSign eSignature for Salesforce.The DocuSign admin user belongs to two DocuSign accounts using the same email: A1 and A2, and is an DocuSign Administrator for both.During Setup → Select Account, only A1 is shown. A2 (our legacy Salesforce connection) doesn't appear.Is this expected? Shouldn't all accounts that the authenticated user belongs to be available to select?Also, when connecting the new Apps Launcher, should we authenticate using the same DocuSign integration user that was used for the legacy DocuSign for Salesforce package, or can any DocuSign Account Administrator for the target account be used?Has anyone experienced this?​@Luke.Cervantes , if you have a chance, could you please take a look?

Hello DocuSign Community and Support Team,I am trying to purchase a DocuSign Standard Annual plan, but I am unable to complete the purchase because of a checkout error.The SAVE25 promotional code is accepted, the discount is correctly displayed, and the annual plan is correctly configured. However, when I click “Purchase / Acheter”, DocuSign displays the following error:“We cannot process your order at this time. Please try again.”I have already tried:different browsers;a different computer;an iPhone;credit/debit card payment;SEPA payment from my company bank account.The same error occurs every time.The main problem is that I am now stuck in a closed support loop.I have a valid DocuSign account and I am trying to become a paid customer, but because the purchase cannot be completed, I cannot access the normal paid-customer support process.I tried to contact DocuSign through several different official DocuSign channels, but each one leads to another channel or requires access that I cann

Hi everyone, Has anyone encountered this error when trying to connect DocuSign Demo/Sandbox to Zapier? We’re trying to set up this workflow:Client signs DocuSign agreement → Zapier detects the signed envelope → Kajabi grants the client access.However, when we select Demo/Sandbox in Zapier and try to connect our DocuSign account, the OAuth login fails with:Connection Failed — OAuth Failed: Cannot read properties of undefined (reading 'account_id') We’ve already tried logging in again and also tested the Production option in Zapier. Production connects successfully, but it searches the Production environment, so it cannot find our test envelopes that are in Demo/Sandbox and returns:No envelope found We specifically need to connect to the Demo/Sandbox environment for testing.Has anyone experienced this account_id OAuth error before? If so, what was causing it and how did you solve it? We’re wondering if it could be related to the Demo account's primary/default eSignature account, account

Hi,I am working in a demo account as an administrator and am trying to understand the available Document Visibility options.I tested the Sender can set “Must sign to view, unless a member of sending account” setting and understand that this model restricts document visibility based on whether a recipient is required to sign (with the account member exception). In this test, I set the visibility rule on a template for an uploaded document.However, our business requirement is different. We have scenarios where recipients on the same envelope need different levels of access: Some recipients need to see all documents uploaded to the envelope, regardless of whether they are required to sign. Other recipients should not be able to see certain uploaded documents. Visibility should be controlled at the document/recipient level, not based only on whether someone is a signer. For example:Document A → Recipient 1 can view, Recipient 2 cannot view Document B → Recipient 2 can view, Recipient 1

Notice some slowdown to access docusign web page.

Hi! I’m trying to access my free docusign account. I’m blocked at the 2-factor authentication step as the phone number isn’t correct. I called the assistance and they managed to deactivate it for me to access. but the moment i try to go the privacy settings to change the phone number for the 2-factor authentication I’m asked to sign in again and blocked again with the 2-factor authent. Do you know what i can do to fix this? 

Hello, we are working on a project to make the DocuSign solution available to our Group Treasury.We have some questions for you and need specific answers due to the confidentiality of our activities and clients. Could you please help us answer the questions below:When data is collected by DocuSign, can they be anonymized? Where are they stored? How long is the data collected by DocuSign (accounts, identity documents, photos, videos, etc.) retained? After how long is the data (accounts, identity documents, photos, videos, etc.) deleted ? For example, for a user who leaves the group and therefore will no longer be able to access his account. Can we have a RACI matrix of access to different types of data? What are the different levels of access depending on the position/responsibility? For example: access to logs, signed documents, videos, identity documents. This is related to the previous question Describe the steps in the procedure for signing a complete document with video verificatio

Hello, I am circulating a letter of support to a large number of colleagues for signature and some of them may choose not to sign. Is there a way to set up the letter such that it has the option for any number of recipients to sign in support? Also, if someone does not sign, I don’t want it to show that they have an empty space for their signature. What is the best way to go about this process? Thank you. 

Hi,I am migrating from the legacy DocuSign for Salesforce app to the new DocuSign Apps Launcher (DAL).We have Envelope Configuration in the legacy app and source object is Custom Object, it has “Load Default Contacts” selected. As I understand it, this works only with Standard Objects, which means no recipients are predefined in the configuration.How can I achieve the same behavior in DAL? I want the user to select the recipients when sending the envelope.What is the recommended way to configure this in DAL?Thanks!

As I’m creating an envelope, Docusign has recently started renaming the files as they are uploaded. Why is this? I need them to stay as the original filename. 

We have a public integration built and tested in the demo environment. Each user connects their own Docusign account via OAuth; envelopes are sent from and billed to the users' own accounts. We are not reselling or embedding Docusign.We cannot submit the Partner Program application. The form at partners.docusign.com/s/join-now fails every time with "Failed to Insert record — List has no rows for assignment to SObject". Latest attempt: 2026-08-10, English-only ASCII input, corporate email domain, clean incognito session with extensions disabled. No field-level error is shown, so this appears to be an uncaught QueryException rather than a validation error.Question：Is there an alternative way to submit the application, or could a Partner Onboarding rep set us up directly? I can provide the exact submission timestamp and email address for the Apex debug log.

Hi,I'm experiencing an issue in the DocuSign sandbox (demo) environment where invitation emails for API-created envelopes stopped delivering around July 30, 2026. The audit log confirms the invitations are being queued, but no email arrives at any recipient address.Environment:Demo/Sandbox: account-d.docusign.com SDK: DocuSign .NET SDK v11.0.1 (REST API v2.1) Auth: JWT server-to-server (User ID:*information removed due to PII)

Hello! I am a realtor and use the zipform / DS integration to send documents client signatures. In the last week I noticed that once I send docs for signatures am in the DS Add documents screen, I can no longer move the docs with my mouse on the screen to a specific order - I am on a macbook air 2020 and once I hold down on the doc and try to move it, it opens into a larger preview. Has anyone else run into this? 

DocuSign 自动签署使用的是 Seal Recipient 能力，通过 sealName 指定要使用的电子印章。这个是我从服务商那里了解到的，可以通过这个实现在已明确签署位置的时候把这个印章自动盖到对应位置上。DocuSign’s automatic signing leverages the Seal Recipient capability, where the electronic seal to be used is specified via sealName. I learned this from our service provider. When the signing position is predefined, this capability can be used to automatically affix the seal to the corresponding location.我想知道这个能力是不是可以实现自动签署。如果可以，我有以下问题：1. 该功能是否可以自助购买，以及如何购买？购买后怎么配置获取对应的sealName2. 该功能是否必须是businessPRO版本及以上才可购买？方便的话是否可以讲一下现在最新的支持API集成对接的场景，应当购买哪些版本？最低版本是哪个I would like to confirm whether this capability supports automatic signing. If yes, I have the following questions:1. Can this feature be purchased via self-service, and what is the purchasing process? After purchase, how should we configure and retrieve the corresponding ?sealName2. Is this feature only available for Business Pro and higher editions? If possible, please elaborate on the latest supported scenarios for API integrat

Hi all! I am not an expert, so would really appreciate it if you could help me out 🙈One of our HR teams wants to be able to see/access all envelopes that are sent and signed by their team.This is very important for better follow up but most importantly: for continuity during absence.I suggested to make a group but I think groups are only used for sending envelopes to multiple people.Sidenote: I don't think a general email account is logical because we can not sign HR documents as f.e. "HR@company.com", we need to have the name of the actual signer. Thanks for your help! 🤗

Hi everyone,I'm testing Enhanced Bulk Send in my DocuSign Developer (Demo) account.I can successfully create a bulk send by manually entering recipients, but I'm unable to upload recipients using either a CSV or Excel (.xlsx) file.When I select a CSV or XLSX file, the upload doesn't proceed, and the page displays the following message:"The legacy version of bulk send is retired. Switch to the new enhanced version of bulk send."I'm already using the Enhanced Bulk Send interface, so I'm unsure why this message is displayed.What I've verifiedDeveloper (Demo) account Template is configured correctly with recipient roles Manual recipient entry works successfully CSV upload does not work Excel (.xlsx) upload does not work The same message appears after selecting the fileMy questionsIs CSV/XLSX recipient upload supported in Developer (Demo) accounts? Is this a known issue with the Enhanced Bulk Send interface? Does recipient list upload require any additional feature, entitlement, or account

We are a Salesforce ISV partner using DocuSign SOAP API for last 10+ years. I understand there are tons of resources available and we would like to make sure we are on the right track for the migration. To give some context, we have our own logic to create PDF, manages DocuSign custom tags, send to recipients. This is working till date, however, once the document is sent, it is not tracked back into Salesforce. We are getting below errorErrorCode = INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY, Fields = , Extended = .; SalesForceIntegration failed, dsfs__DocuSign_Recipient_Status__c failed, message: Unable to insert into dsfs__DocuSign_Recipient_Status__c,We believe this is related to legacy dsfs package. So the ask is 2 foldsIs there an article for ISV vendors on how to switch to REST? Once Document is sent via REST, will any customer using the new app “DAL” able to track the status back into Salesforce? 

We are using the ListStatusChangesAsync API to retrieve DocuSign envelopes for multiple account numbers. For each account number, a separate API request is sent to fetch the related envelope details, including documents and custom fields. All requests are executed in parallel, and the responses are combined into a single result set.We have observed that the loading time increases as the number of account numbers increases. We would like to understand the following:Does DocuSign apply any throttling or delays when multiple API requests are executed simultaneously? Is there a recommended limit for concurrent API requests? Does retrieving additional information, such as documents and custom fields, significantly affect performance? Is there a more efficient approach for retrieving envelopes associated with multiple account numbers?Any suggestions or best practices would be greatly appreciated.

We set up a Notary-On Demand envelope for one of our partners.  She began the process, but when she met with the notary in the video sesison, she became concerned that the particular document in question would not be accepted if notarized by an out of state notary.  She chose to end the session to look into that.  About an hour later, after that question had been resolved, she tried to go through the notarization process again.  She received a message saying that the session had been put on hold for troubleshooting.  There didn’t seem to be a way to proceed.  We had to void the envelope and start over.  Why was the envelope on hold and why could we not proceed?Also, why is there no history log for a notary on demand envelope?  It is impossible to troubleshoot issues without it.

How can i search for old envelopes? It is frustrating 

Hi all, I'm a CLM Admin supporting a Contract Lifecycle Management team in healthcare. I've completed the CLM Admin and Build Workflows training through Docusign University. I have two configuration questions:**1. Agreement turnaround time reporting**I need a single high-level metric showing how long a Contract Manager takes to complete an agreement from creation/initiation to completion, without analyzing each individual workflow stage or step.My questions are:- Is there a standard report type that gives this?- If not, has anyone built a custom report to measure this?- Does this require CLM+ or can it be done with standard CLM reporting?**2. Parent Agreement identification and tracking**We have a Parent Agreement attribute but it wasn't populated consistently, so historical data is unreliable.I need a strategy to:- Clearly identify the Parent Agreement going forward- Associate all related agreements (amendments, renewals, SOWs) with that parent- Report on agreement families/groupsWhat

Two years ago, I created a DocuSign developer account and an application within it. I now need to log in to rotate the keys.Unfortunately, the Gmail address linked to my account was deleted long ago during a switch of work accounts and cannot be recovered.Logging back into DocuSign now requires entering a verification code sent to that old Gmail address.How can I regain access to my account? Can anyone help? I hope the support team can assist me with this.Thanks in advance.