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Unanswered questions

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Newcomer
CloggedLogNewcomer
 General Discussion
Client using gmx.net cannot receive emails

Client has been using this email before with DocuSign and the email is over 20 years old. DocuSign emails are not received and not in spam folder.An alternative email address works. Are there any issues with gmx.net with DocuSign?

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C
Newcomer
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Newcomer
Sash56Newcomer
 eSignature
Where is my certificate of completion?

Hi, I am trialling docusign and need to send a digitally signed doc to a service provider. I have attached my signature to a form and sent it but it does not seem to have an attached certificate of completion to validate it. what am I doing wrong?

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Newcomer
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Newcomer
Sai PasupuletiNewcomer
 Microsoft
Assistance Required for DocuSign Flow Error – "ANCHOR_TAB_STRING_NOT_FOUND"

Hi,I have created a Power Automate flow for DocuSign, and it is working fine when the KYS DOCX form is attached from SharePoint — the approver is able to sign without any issues.However, I'm encountering a problem when I try to attach additional PDF files along with the KYS form (for review purposes) for the same approver. In this case, I'm getting the following error: "ANCHOR_TAB_STRING_NOT_FOUND." Could you please help me resolve this issue?

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Newcomer
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Newcomer
woodmanzeeNewcomer
 Salesforce/Apex Toolkit
Generate Document from Salesforce Flow and send as attachment via Email Template

I have Docusign integrated with Salesforce. Currently, I have a DocuGen Template created and I can click a Salesforce button to generate a document from an Opportunity, complete with various merge fields. I have a use case where I’d like to help automate workflows by having a Salesforce Flow (with Invocable Apex assistance, if necessary) take a given Opportunity, generate the ContentDocument, and then attach the ContentVersion as an email along with a Salesforce Email template and send it to a Contact. I can see how to generate a Docusign Envelope through Apex (really great documentation btw), but I don’t want an entire envelope. I just want to generate the doc itself, and send that raw doc attached to a templated email to the designated Contact for review. I cannot find any documentation about how to use the DocuGen features to use the Template and merge fields to generate the doc so that I can use it as an attachment. Any help is appreciated. Thanks!

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Newcomer
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New Voice
Carla LopezNew Voice
 eSignature
I was charged even after canceling subscription

My DocuSign subscription was going to renew 04/16/2025 so I cancelled the subscription on February 26, 2025. I received confirmation that the subscription was going to be cancelled April 15th 2025 (Subscription Cancellation attached). I checked my account today April 04/17/2025 and I see that the renewal amount $591.78 was charged to my account. I have tried to submit a case to DocuSign Support to get the refund, however, my account is now a free account and DocuSign only allows paid accounts to create cases, not free accounts. They downgraded my account to a free account the minute the subscription ended, but still took the money for the renewal right away. Trying to get in contact with anyone has been practically impossible and incredibly frustrating. This is a very deceptive business practice. If I don’t have a response in a timely manner I will be getting in contact with my bank to initiate a chargeback. 

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Community Moderator
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Newcomer
JonathanCarrollNewcomer
 eSignature
In person + witness

We have access to In Person Signing.  We have access to e-Witness.How can you conduct an In Person signing in combination with a witness (probably the host)?

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Community Moderator
Hengfeng Ge
Frequent Contributor
Hengfeng GeFrequent Contributor
 Docusign Partners
Seeking Community Insights on Cross-Border Data Regulations for Global HR Contract Workflow

Hello everyone,I’m working on a global HR scenario using Docusign and would greatly appreciate your experience and advice.Scenario: Our multinational customer has local subsidiaries in 10+ countries (e.g. US, UK, France, Germany, Netherlands, Poland, Canada, Hong Kong, Thailand…...). Local entity – not the home-country headquarters – prepares and sends the employment contract via Docusign. The signers are local employees (mostly non-EU/non-local nationals in each country). The contract governing law is the local country’s law. Once fully signed, the sealed PDF is transmitted back to the corporate HR system in non-EU/non-local HQ for storage and record-keeping. Questions: Does this workflow count as a “cross-border data transfer” under local data-protection or privacy laws in each jurisdiction? Do we need to implement any specific cross-border safeguards (e.g. Standard Contractual Clauses, Binding Corporate Rules, local data-transfer agreements, employee notices or consents)?

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Jerry.Withers
Docusign Employee
R
Newcomer
rogerhNewcomer
 eSignature
Created template documents show blank when sending to recipient

I have an account with DocuSign but cannot for the life of me figure out how to speak with someone in customer support.  I tried to open a case but the site is telling me my subscription level doesnt support that or something.  I am having issues with template documents where I have added populated text, date signed and signature fields to the template and have saved it.  However, when sending the document to a recipient and when I view on my end for signature the template is completely blank.  Any suggestions?

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Newcomer
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New Voice
Lieber1New Voice
 eSignature
Can i turn OFF auto tagging??

Lately Every document I do is getting auto tagged on every signature line?? How can I turn this OFF? I am having to go through every document and remove all the “Auto Tagging” it does on its own before I can tag for signatures :-(  Hoping some way to turn it off and I’ve tried everything I can think off. Thanks

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Community Moderator
R
Newcomer
RichardMNewcomer
 eSignature
Envelopes Exceeded After 1 Send

Having recently upgraded to an annual Basic API package, I have sent ONE envelope. Trying to send any more results in ‘Envelopes Exceeded’ message and a block to send.I have raised the matter with DocuSign Support who confirm that this is a known issue - and yet no one has fixed it.So, having taken £492 to give me 40 envelopes per month for a12 months, I have managed to send a single envelope and now cannot send again.If this is a known issue, then presumably the fix has been provided before.Meantime, I’m stuck, unable to send whilst paying DocuSign for precisely nothing.Support persist in thanking me for my patience, explaining that they understand my frustrations.Has anyone any ideas what I can do here or a contact number of someone senior within DocuSign who actually cares about rectifying a problem?Thanks.

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Community Moderator
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Newcomer
Sean F HagenNewcomer
 eSignature
How does one get 'Sign to STOP charging you?

‘Sign (they stopped using my full name, so I guess they just want to use last names, regardless of how rude it sounds) no longer gives me the option to Cancel my account. Instead, they continuously charge my credit card. This means that if I let the available credit slip below what ‘Sign wants to charge me, I will then be charged that amount - even though I do not use their service. For the love of your greater deity (if you have one) - how do you get ‘Sign to stop charging you or otherwise let them know you no longer need their services?Thanks!Sean

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Community Moderator
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Newcomer
DharaniNewcomer
 Web Forms
Checkbox is not visible in the template

Hi TeamI had a checkbox on my template which was visible until yesterday and suddenly it is not showing up on the template today. Nothing has been changed. Please advise.

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Community Moderator
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Newcomer
Narendran NairNewcomer
 eSignature
Not Receiving OTP via SMS or Call

’m unable to receive OTPs (both SMS and call) from DocuSign despite the authentication limit being cleared. My mobile number is correct and active  I’ve: Verified that my phone isn't blocking unknown numbers or SMS Tried switching devices and networks Ensured DND is off and no third-party blocking apps are running Still, no OTP is being received. Could someone assist in checking if there’s a delivery issue on your end or if my number is blocked from receiving DocuSign messages?Thanks!

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Community Moderator
A
Newcomer
astradlingNewcomer
 eSignature
Why does the time zone show incorrectly for the first person to sign my docusign?

Hi! I help Real Estate Agents with their paperwork, and a common issue we’ve noticed is the first signer of the DocuSign receives a time stamp in an incorrect time zone, but the second signer doesn’t. We have the time zone set correctly in our DocuSign Preferences, and so do our clients. For some reason, it still is showing Pacific Time for the first signer, even when their settings show Mountain Time. Has anyone else had a similar issue? I’d love any help! 

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Newcomer
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Newcomer
prouss1Newcomer
 eSignature
Wrong signature blocks

For the last few weeks, after I’ve specified recipients for document I’ve uploaded and then go to the page for specifying signatures (ie who signs where), all the signature blocks have been specified with one signature, rather than letting me specify the correct ones.  Yes, I can delete the erroneous ones, but I shouldn’t have to, and inevitably one day I’ll forget to and a doc will go out with the incorrect signatures specified.Any suggestions?Thanks

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Community Moderator
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Newcomer
SSTNewcomer
 Maestro API
Need More Descriptive errors in Maestro Workflows

Hi All,I am implementing Maestro Workflow and it throws errors for various reasons, but error descriptions are not developer friendly to fix those errors easily. For e,g mentioned below error { "name": "Execute_eSign_Scope_47ac200c-b553-4ad9-a1bc-d55afa5d28b4", "startTime": "2025-06-06T19:30:13.7287018Z", "endTime": "2025-06-06T19:30:15.4834359Z", "code": "BadRequest", "status": "Failed", "apiError": { "message": "Error creating envelope for the Esign scope", "internalErrorCode": "ERR_10999", "internalTraceId": "047e235f919f7c23850e780df4eb6b0b", "apiError": "{\"errorCode\":\"UNSPECIFIED_ERROR\",\"message\":\"Object reference not set to an instance of an object.\"}" -- This error does not tell me what is missing to pass into workflow for e.g. whether I am missing to pass any recipient details, or mandatory fields info, then what mandatory field is throwing this error. Without knowing exact errors, it is very difficult to fix quickly, it becomes almost impossible and t

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Raileen.Del
Docusign Employee
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Newcomer
SRYNewcomer
 CLM
Combine Documents in Workflow

Hi Everyone! I am trying to create a simple workflow with maybe 1 or 2 steps to combine two documents together. One is a document an individual will upload and will be different every time. The second is a static document that is stored in clm.  I don't need anything to be sent out for signature, this is just a simple flow that I am trying to get to work.  These two documents are supposed to be combined together under the Combined Documents  So, the testing document is supposed to be under the same tab as combined documents.  Any suggestions? 

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Newcomer
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Newcomer
Ricardo NicasioNewcomer
 eSignature
Ante una posible demanda, DOCUSIGN es valido en México?

DOCUSIGN, está fundamentado en las leyes de la secretaria de economía?  Ante una posible demanda, DOCUSIGN es valido en México?   

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Alexandre.Augusto
Docusign Employee
A
Newcomer
AndriyNewcomer
 eSignature
I cannot access past invoices after cancelling subscription

Hi!  Can someone help me how can I retrieve past invoices from 2024 after I cancelled subscription early in 2024?Once I go to https://apps.docusign.com/admin/billing  - I see only my account ID and the status of my account as Freemium. But the access to my past invoices is gone! I would highly appreciate some help ASAP, because I am required to present these invoices for accounting for 2024 reporting. 

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Newcomer
M
Newcomer
mitarNewcomer
 eSignature
Is it possible to send a document for signature to multiple people at once BUT they must not receive the final document with all the signatures collected?

Hello, I need to send the same document for signature to multiple different recipients. All signatures should be together on the same page at the end of the document. BUT how can I make sure that once everyone signs that they don’t receive the final document and see all the signatures? I don’t want them to see each other for privacy reasons. I hope this makes sense. My goal is to have their signatures all on the same page but they should not be able to see who signed the document. Each and everyone should receive only the version with their signature and no one else’s.  Thanks for helping.Mitar

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Alexandre.Augusto
Docusign Employee
D
Newcomer
davidsonnNewcomer
 eSignature
Bulk Send - Recipient list populates without error, but the envelope has blanks for all fields.

Hello,I have a bulk send template that has worked multiple times, but today, the documents sent didn’t add the imported data to the fields, so a bunch of recipients received blank documents. I double-checked the recipient list, and there is data with no flagged errors.  I was able to send a different template earlier today without an issue, so I'm not sure if it's just a fluke? Thanks!

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Community Moderator
A
Newcomer
AcupofsheNewcomer
 eSignature
ID # Refund Request - I should not be charged $769.05 for a Freemium Account

ID # ********* Refund Request - I should not be charged $769.05 for a Freemium Account  please refund immediately. A credit card dispute will be the next step to resolve.  Why is there no other way to request a refund in-app or creating a ticket.   Why is this the only avenue to connect with support?   

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Community Moderator
P
Newcomer
Philip11Newcomer
 eSignature
read permission in Outlook

Hi, I have the following problem. Can documents be sent encrypted in DocuSign so that someone with read permission in Outlook cannot see/read these documents? The access code only prevents this in the first step, but once everyone has signed, the documents are sent to all participants and the person with read permission in Outlook can view the documents.BGPhilip 

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Community Moderator
H
Newcomer
HardsteamNewcomer
 Data Verification
What does a person do if a business uses Docusign without their permission? Who does one complain to?

What does a buyer do if a business uses Docusign without their permission? Who does one complain to?

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M
Community Moderator
A
Newcomer
AjonesNewcomer
 eSignature
Weird ghost initial box can't get it to go away

Don’t know why the ghost box shows up but I can’t select it or change it and I made sure it wont show up in preview but obviously it is very confusing why its popping up and not going away. 

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A
Newcomer

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