Skip to main content
arrow-left Back to Docusign.com

Unanswered questions

259
퀘
Newcomer
퀘스쳔Newcomer
 General Discussion
[Inquiry] I would like to inquire about the Location plan.

I'm contacting you because I have some questions about Docusign.1. When A, B, and C personal accounts in a certain department are being used in the Admin account with permission to use, I want to give permission to D personal accounts in other departments in the Admin account.At this time, I would like to know if D can use Docusign without allowing D personal accounts to view documents from existing A, B, C personal accounts.I would like to know if each department can restrict access rights.2. If I create an Admin account for each department and want to authorize it by creating a higher Admin account above it,please check if I can transfer documents, and works from the department's Admin account to a higher management account.

30
퀘
Newcomer
P
Newcomer
PCGNewcomer
 eSignature
How best to use AI to check completeness and accurary of forms prepared by Professional Advisor

I would like to use AI to check the completeness and accuracy of contracts prepared by Professional Advisors and then sent to my company for signature via their Docusign account.I need to ensure these Advisors, who work for different companies, each of which has its company-specific forms, have prepared the forms for my signature correctly and completely. Is there a preferred approach  to accomplish this task BEFORE signing or can I only do it AFTER I have signed and returned the document and received a pdf copy of the fully executed contract in my Docusign account?  Any guidance will be much appreciated.  

102
P
Newcomer
K
Newcomer
kparkinsonNewcomer
 eSignature
How to test the inbound connection update

hi,My IT team updated their Zscaler allowed list to include .docusign.net.  How can I test this to make sure that everything is ready to go when the migration to Azure happens?

213
M
Community Moderator
J
Newcomer
JDCovinoNewcomer
 eSignature
Envelope Limit will not reset

I seem to have hit a limit in envelope creation so upgraded my account and now envelope creation should be unlimited….I need to be able to keep testing/developing, how do I reset 

101
J
Community Moderator
D
Newcomer
Diego Silverio NascimentoNewcomer
 General Discussion
signature certificate

Dear all, In some contracts registered by our partners, the Docsing system is displaying the name of the former manager, C***** B**** da C****, in the signature certificate. I need you to remove C***** B**** da C****'s name so it doesn't appear in the certificate generated for the documents, as the data has already been changed within the platform. There are two certificates that display this error, and I've attached one of them.

307
M
Community Moderator
M
Newcomer
MarjolaineNewcomer
 eSignature
How to Return Envelope to Signing Group

When a member of a signing group opens an envelope, it becomes assigned to them for some time even if they don’t sign. I can’t find any option to return it to the group.Is there a way to reassign it back to the signing group without voiding and resending?How long does it stay assigned to this user? 

162
M
Community Moderator
S
Newcomer
Subash14Newcomer
 Salesforce
"How can we resolve the 'You need to set up a custom domain before logging in to DocuSign' error in Salesforce, given that the domain has already been updated and there is no option to disable Enhanced Domains?"

We are encountering the following error when attempting to log in to DocuSign through the DocuSign App Launcher in Salesforce:Line 621, Column 1: {"detail":"Go to \"My Domain Settings\" in Salesforce to do that. <a href=\"https://developer.salesforce.com/docs/atlas.en-us.externalidentityImplGuide.meta/externalidentityImplGuide/external_identity_set_up_my_domain.htm\" target=\"_blank\">Learn more</a>","message":"You need to set up a custom domain before logging in to DocuSign."} This is occurring in a demo account while following the steps provided in DocuSign University. As recommended in the error message, I have already updated the Salesforce domain under My Domain Settings.However, the issue persists. Another suggested solution from support documentation is to disable Enhanced Domains, but I do not see an available option to disable this feature in our current Salesforce setup.If you have encountered and resolved a similar issue, could you please guide  on the steps to r

202
M
Community Moderator
A
Newcomer
AnonymousNewcomer
 eSignature
2/4 Signers not receiving docusign envelope

I urgently need help. I have 2 signers who have not received their Docusign envelope. I have triple checked emails, changed email addresses, re-ordered the signing order, resent the envelope. They have checked their spam. The envelope is not going through. How can I resolve this issue asap?

335
A
Newcomer
T
Newcomer
TB25Newcomer
 DocGen for eSignature
URGENT Support needed - who can we escalate to?

DocuSign hasn’t enabled Doc Gen on our main account. It appears a trial was allowed to lapse despite having confirmed it was switched on. Does anyone have a useful contact email or number to escalate business-critical issues to in UK?

275
J
Community Moderator
C
Newcomer
Clarke_HairNewcomer
 eSignature
Workday integration and migration to Azure

Got the notice of the move to Azure and wanted to double check that since we are using Workday’s prebuilt integration to eSigniture, Workday will be handling any required changes.

393
M
Community Moderator
K
Newcomer
kailamcalisterNewcomer
 Docusign Admin
Send on other's behalf

Hi,Can someone please help me change the setting in shared access for my team to be able to send on behalf of each other. I do have the admin access, but when I go through the steps to allow the permission, everyone is greyed out and you are unable to select.Please let me know if you have any questions.  Thank you,Kaila

202
K
Newcomer
L
Newcomer
lexjax21Newcomer
 eSignature
URGENT: Assign Signatory Email Shared

If I use the assign signatory function, can other members listed as recipients or signers of the envelope see the email that’s been assigned? This is not including the Certificate of Completion that is generated. 

70
L
Newcomer
S
Newcomer
ShubhNewcomer
 eSignature
Prevent Users from sending documents which are not Template-matched in Docusign

Hi everyone,I had a few queries around the Template matching and general restrictions which can be applied to users. The users are Bank Staff sending out confidential and critical onboarding/contract documents to customers for their signatures.Can we prevent users from sending out envelopes with uploaded documents where the document has not been template matched, as-in a hard block? We’ve experimented with the Sending settings feature - “Require a template for all envelopes sent from this account”; however, bankers can still get around this by selecting ‘Advanced edit’ and adding additional documents to the envelope canvas which are not template matched, before sending them out.Is there any setting which blocks the ‘Send’ option when a document has not been Auto-template matched. For example, a banker has uploaded a document and it's not auto-template matched for legit reasons, can we prevent the banker user from sending out that envelope?Would love to receive feedback and options on h

355
M
Community Moderator
mollyh
Newcomer
mollyhNewcomer
 Salesforce
Help with DAL Error in Salesforce

Hi all,I am getting the following error in one of my Salesforce sandboxes, not in others. The error is from a Docusign log, the actual page when I try to access DAL, Gen Templates, or sending a Docusign from a button is blank page with a loading wheel.Failed to complete product setup. dfsle.APIException: [401] Unauthorized Reference ID: (dfsle)I have tried the suggestions in this article however to no luck. Could anyone share any guidance on how to resolve this?Many thanks!Molly

90
mollyh
Newcomer
S
Newcomer
SergDubenkoNewcomer
 eSignature
Registration phone number issues (from Ukraine)

Hello!Many users from Ukraine face the problem of not being able to register due to an error in their phone.I know for sure that the phone number is entered correctly, the advice to enter the full number does not help.This applies to some operators from Ukraine (but not all).Is it possible to fix this problem? Or is there another way of authorization besides the phone?  

366
S
Newcomer
T
New Voice
TeichNew Voice
 Docusign Admin
Is there a way to see the history on when reminders have been sent out per envelope

Is there a way to see the history on when reminders have been sent out  per envelope

20
T
New Voice
R
Newcomer
REFANewcomer
 General
Developer Portal blank screen after login — /api/user/settings returns 500

Hello everyone,I’m encountering a problem when accessing the DocuSign Developer Portal:- URL: https://developers.docusign.com/platform/account/  - After logging in, the page stays completely blank (only the header appears).- In DevTools Network tab, the request to `/api/user/settings` returns HTTP 500.- On the console, I see the error:    TypeError: Cannot read properties of undefined (reading 'account_name')Steps already tried:- Tested in Chrome and Edge (both latest versions).- Cleared cache and cookies, used incognito mode.- Tried on different networks and devices.- Extensions like AdBlock are not the root cause.It seems the frontend cannot proceed without user settings.  Has anyone experienced something similar? Any workaround, or is there a direct way to reset or repair account settings?Thank you for your help! 

200
R
Newcomer
R
Newcomer
REHNewcomer
 eSignature
Form data disappeared when uploaded to DocuSign

The filled out fields in an uploaded lease PDF appear blank in docusign. Had to send via Adobe Acrobat. Can’t send a lease for signature if the fillable fields are blank. What went wrong? Must forms be filled out in DocuSign? 

80
R
Newcomer
D
Newcomer
David.beaulieuNewcomer
 eSignature
PreFill tabs always include White background

We build signing envelope via API. We often have multiple signers in our envelope and are currently signing sequentially. We use the TextTabs to put read-only text on the document. And, we are putting those tabs on the lowest order recipient. The tabs, in this case, have a transparent background and overlay nicely on-top of the document. Lately, I was asked to parallelize the signing process (i.e. send the document to multiple recipients at the same time). We tried a few things to make this work: Copy the tabs to all recipient. This caused issues since we were exceeding the Maximum number of tabs in an envelope (we have a lot of documents in our envelope). So, this option was not acceptable.  Use the shared option on the tabs. When using shared, all recipients would see a white background on the tab. Even if required and locked were set to ‘true’.  Use the global option “When an envelope is sent, write the initial value of the field for all recipients”. This was working pretty well for

81
S
Newcomer
S
Newcomer
SPROUTSAI_devNewcomer
 eSignature API
No Response After Submitting Partner Production Account Request

Hi DocuSign Community,We’ve developed a system that integrates with DocuSign to access templates and send offer letters directly from our portal. In our setup, users log in to our portal with their DocuSign accounts, and from there they can access their templates and send offers through DocuSign using eSignature API.So far, we’ve been testing successfully using a Sandbox account. To move into production, we understand that we need a Partner Production account. We have already filled out and submitted the required form for this, but we haven’t received any response yet.Has anyone else experienced delays with this process? Is there a recommended way to follow up or escalate the request to get our Partner Production account enabled?Any guidance would be greatly appreciated.Thanks in advance!

60
S
Newcomer
P
Newcomer
Paul SutherlandNewcomer
 eSignature
Taking money. from my account - no solution to stop

I am having money taken from my account monthly by Docusign - but when I log in with the same email I only have a free account. i cannot access support …because i have a free account!!! there appears to be no way to resolve this as i cant contact anyone - apparently this now amounts to several hundred pounds.

212
M
Community Moderator
J
Newcomer
Jagadeeshwar.karimillaNewcomer
 eSignature
Life span of the Signed Document

After completion of all the Sign Off’s, how much time the signed document would be available to view or download? Does the document have any specific time limit or life span in the DocuSign account for view and download?

132
J
Community Moderator
S
Newcomer
sara.rosenbergerNewcomer
 eSignature
Viewing a Voided Document

I would like to view a document still that was voided and then deleted to see what information was entered in the form fields and potentially shared with another signer. I found an envelope ID for the document in the Document and Envelope Retention Policy, but I cannot locate the actual document itself. How can I view the document? Thank you!

212
J
Community Moderator
R
Newcomer
rednetp4Newcomer
 eSignature
get rid of delegate screen

Can you get rid of this screen about adding delegates - it pops up every time i first log in and i have to close it down and restart docusign to be able to continue, its very annoying.  

112
J
Community Moderator
Z
Newcomer
Zhu215Newcomer
 eSignature
Missing all documents in Docusign

When I logged into DocuSign this morning, I discovered that all the documents are missing from every folder, including Inbox/Sent/Drafts. Furthermore, the template shared from our headoffice have also become unlinked. My colleague has signed a document via DocuSign on 18 Aug 2025. I received the signed notification via email, however, when I clicked the "View Completed Document" link and logged into DocuSign, I received below an error message.+++Error Authnentication ErrorThe login information provided does not match the account for this envelope. Please try again and login with the same email address where you received this envelope. +++I have tried to use the search function but it was only shown 4 documents which are in Year 2022 and 2024. I have not used the mobile DocuSign app and have not changed the setting in DocuSign. Could you please kindly advise how to solve the issue? Thanks in advance.

112
J
Community Moderator

Badge winners

  • 1st Question Posted
    퀘스쳔has earned the badge 1st Question Posted
  • 1st Reply Posted
    PCGhas earned the badge 1st Reply Posted
  • 1st Reply Posted
    acranehas earned the badge 1st Reply Posted
  • 1st Reply Posted
    kailamcalisterhas earned the badge 1st Reply Posted
  • 1st Reply Posted
    barbi130has earned the badge 1st Reply Posted
Show All Badges
Code of Conduct

Docusign Community

Code of Conduct