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Unanswered questions

431
M
Newcomer
mhandlerNewcomer
 eSignature
Initial Every Page on Dynamic Template

I’m looking to create a dynamic template in DocuSign where the user needs to initial the bottom of every page. I understand how to use auto-place with static templates, but not sure if this is possible with dynamic templates? Is it possible to autoplace an initial field in the footer of every page on a dynamic template using the document editor?

102
M
Newcomer
P
New Voice
PL123New Voice
 eSignature
WorkSpaces

I am 2 person real estate company. The agent that works with me does not have access to workspaces. She needs workspaces to access her zipform account. I can access workspaces but she can not.

288
J
Community Moderator
C
Newcomer
CapitalGuardAUNewcomer
 Go-live
Can't go live and cannot reach support

Hi, We are unable to go live with our company account and cannot login to the support centre to open a case either, even thou we manage to login to the actual signing and developer account, and it’s not a recently made account. This is the first problem.The second, more important issue is the API go-life. I try to follow the instructions and get this error integration key.What are we supposed to do?Who can help? Where can I find an actual support email or phone number? Reaching support shouldn’t be that difficult for a paid platform!

151
J
Community Moderator
W
Newcomer
wfusariNewcomer
 eSignature
Can a document be completed through at text?

We used to have a feature where we could tell our members to Text “Signup” to ##### and this would walk them through completing a document.  I was not the person that set it up. Is it something Docusign offers?

91
J
Community Moderator
J
Newcomer
jeff.kimNewcomer
 eSignature API
Saving a template with prefill tab results in an access token invalid error even though the access token is valid.

In an embedded template editor, saving template with a prefill tab results in an error.The error message is “The access token provided is expired, revoked or malformed.” Please see the attached screenshot. A red border line appears around the prefill tab. The access token is valid, when I remove the prefill tab and save my template it is successful without any error. I can also create prefill tabs using API request.What is the issue? Anyone has some ideas?   

70
J
Newcomer
C
Newcomer
CommunityNewcomer
 General Discussion
Fraudulent Docusign Envelope, Ignored Email, but It's Now In My Account, NOT SIGNED, but says they debited money for services.

I’m very concerned, as checked email addresses and they appeared to be spam, I did not open anything and deleted. Was surprised today when I came into my Docusign account to send an agreement and an envelope is there, no signature required but says they debited a direct deposit in around $600, this was not authorized and the phone number is not working on this. How do I take legal action? I’ve checked Docusign support, it’s a maze of confusion. This is not okay, I’ve signed nothing. 

51
J
Community Moderator
C
Newcomer
Countrygirl66Newcomer
 eSignature
Copy of signed document

I am trying to get a copy of a docusign that I signed on November 27, 2024. I no longer have access to the email it was sent to. This is the security code 557417C8B0F64EA6BB2A67C3EF52CE711. Please help. I need this as soon as possible.

91
J
Community Moderator
Z
Newcomer
Zacobe18Newcomer
 eSignature
Need to have four different people sign an agreement- not sure how to make this happen

I am brand new to docusign and have a contract I have been trying to get signed.  There are 4 parties (3 are buyers and one countersigner on our end). When I have tried to set up I put three signature lines on the agreement but when each person tries to sign at signature it fills in all signature spots.I dont know how to make this happen and  client is getting upset I keep messing up. 

30
Z
Newcomer
W
Newcomer
WIuserNewcomer
 eSignature
DocuSign PDF shows page as blank with credit card information

We have a user who updates and signs the same PDF using DocuSign for different customers. One page has credit card information on it. This user can view all the PDF pages after signing it. Other users can also view all the PDF pages in most cases. But sporadically, only the page with credit card information shows up as complete blank to other users. In certain cases, only a portion of this page with credit card information is viewable to other users. I have tried viewing the PDF using Foxit PDF Reader and Adobe Acrobat Reader and removed any security restrictions in both the PDF Readers with no success. I want to determine how to resolve it.

30
W
Newcomer
O
Newcomer
OasisProductionsNewcomer
 Docusign Admin
Billing Support

I am urgently requesting assistance regarding a long-standing issue with my billing account that has gone unresolved for several months. Despite multiple attempts to open support cases, they continue to be closed without resolution. Now, I am unable to even open a new case and am receiving the following error message:"Unable to log in. If this is your first login attempt after purchasing a DocuSign plan, allow 15 minutes for account creation before accessing your account. For all other login scenarios, contact DocuSign Support for assistance."Unfortunately, there appears to be no viable way to contact support. Every email I’ve attempted to use is a no-reply address, and the chat box states there are no live agents for support. This lack of access to assistance is unacceptable, especially given the duration and persistence of this issue.Can you please direct this message to a manager and have them contact me directly today to finally address and resolve this matter.Thank you for your im

20
O
Newcomer
S
Newcomer
slindellNewcomer
 eSignature
Unable to create the envelope error

When I try and create an envelope by clicking the Use button on any of my templates I get an error that says “Unable to create the envelope”. This just started happening and I can’t figure out why. Any help with this would be appreciated. 

40
S
Newcomer
H
Newcomer
HodesNewcomer
 eSignature
Phishers using Docusign for malicious purposes

I have begun receiving phishing message from Docusign.  There seems to be no way to notify Docusign so they can clean up these accounts and get rid of them.  My only choice is to block the Docusign address.  Anyone else running into this?

40
H
Newcomer
M
Newcomer
mairymsalcedoNewcomer
 Other
Error with https://developers.docusign.com/

This is already the 4th time that this has happened to me:- I'm unable to log in. I use a password manager, so I'm not writing it wrong.- I request the code to reset my password, and I don't receive any message.- I'm not able to create a new account because my phone numbers has been blocked (and my friends too, because I need a new phone number to create a new accountThis is frustrating; every time this happens, I lose my Templates, configurations, apps, and so on. Also, my phone number is not available to create a new account. So, I get blocked.It is not possible to work under these circumstances, which happen every other week.How to get unblocked and avoid getting blocked again? 

40
M
Newcomer
D
Newcomer
DustinVNewcomer
 eSignature
Making 1 of 2 text fields required

I have 2 text fields where only one or the other is required. If text field 1 has text, text field 2 does not require text and vise versa. I have tried to follow instructions I have found online, using radio buttons and creating rules, but it is not working. 

102
M
Community Moderator
Hengfeng Ge
Frequent Contributor
Hengfeng GeFrequent Contributor
 Docusign Partners
Miss the email from customer support after open the partner tenchnical case for near than half year

Dear Partner Team,After we open a partner technical case, the case system will send two email normally. the one is to partners@docusign.com, and the another is to the case owner who open the case. but the early of  this year, the second email to the case owner is not sending. So the case only to partners@docusign.com. I told to the Customer Support Manager team and this email also cc to partner support team.Most of the customer support not know the issue. So they will reply the email. so the reply email is to partners@docusign.com. in the Partner case portal, the case status is open, and the customer support think they have reply the case. but the case owner not got any reply email, becuase it is go to partners@docusign.com and it also not show as comments in case of partner portal. So it let lots of case delay. Finnaly we align with some of the customer support and told the customer support manager team. They escalate this issue to internal team. But this is partner portal issue, so i

213
Hengfeng Ge
Frequent Contributor
C
Newcomer
CynOrNewcomer
 eSignature
Need to speak to someone at Docusign about our account

I manage an office that has a docusign account. We have gotten messages saying we’ve used all our envelopes when we haven’t, and are sometimes unable to use them. I can’t find a phone number or contact email for docusign anywhere. There also seems to be an issue with our billing information, but I have  updated our payment details and have paid our bill but this doesn’t seem to be reflected when we log in.  Please can someone contact me to assist? 

717
C
Newcomer
K
Newcomer
KtDobNewcomer
 Docusign Admin
Changing email address in bulk?

Hi, Our company name has changed, and in turn our domain email address has changed through the company. I have been trying to update this using a csv. file, however i keep running into errors even when i have used the template. As an admin i can’t change an individuals email address so how is it possible to bulk change emails? Is it possible to bulk change emails at all? Thank you for any help :) 

112
K
Newcomer
B
Newcomer
bajd5799Newcomer
 eSignature
scrubbing envelop IDs

I have what appears to be a strange situation… I received a real estate document from my realtor via an attachment on an email. The attachment was clearly a DocuSign document and contained a DocuSign ID#. It was an offer to buy my property. After some discussion, my realtor sent me a new email with a DocuSign for me to counter the original offer I had received earlier that day. I didn’t notice until yrs later, but this second document had a different ID# and the original ID # had vanished from  my counteroffer document. The next day, I receive an email with an attachment, it is the accepted offer to my counter. This, like the prior 2 instances, has a unique ID#. I never noticed it at the time but each instance of the sane document had a unique ID and the previous ID had vanished. My question…is the removal of an envelop ID a rather laborious process? Could it be done accidentally by the document creator? The transaction itself was very suspicious and I wonder if this ‘scrubbing’ action

244
B
Newcomer
K
Newcomer
kyusun LeeNewcomer
 Docusign Admin
Validity period of the additional envelopes

Hello,  My subscription expires on December 15. If I run out of envelopes and purchase an additional $100 envelope package today, I would like to know whether the added envelopes will be usable only until December 15.

40
K
Newcomer
M
Newcomer
maculbertNewcomer
 eSignature
When clicking on 'Set Signing Order', the Name and email box shrink

Hello - after one of the recent upgrades when I click on the Set signing order, which has to be done for every envelope I create, the Name and Email boxes shrink and I then have to expand my window to ensure I am choosing the proper person.  I am a heavy DocuSign user and this is cumbersome.Before: After:  Any advice would be terrific.  Thank you.

171
Michael.Rave
Docusign Employee
E
Newcomer
enviNewcomer
 eSignature API
Problème d'affichage d’un fichier XML dans DocuSign

Bonjour,Je vous contacte concernant un dysfonctionnement observé lors de l'envoi de documents XML via l'API DocuSign.Jusqu’à récemment, nous pouvions transmettre des fichiers au format .xml dans une enveloppe, et ceux-ci étaient correctement interprétés et affichés de manière lisible dans l'interface DocuSign.Cependant, depuis peu, bien que l’appel à l’API (POST /envelopes) retourne un code 201 (Created), le document XML n’est plus converti ni affiché correctement. Il apparaît désormais sous forme brute (texte XML non rendu) pour les signataires, ce qui nuit à la lisibilité et à l’expérience utilisateur.Je souhaiterais savoir : Si ce changement est volontaire (ex. : mise à jour du moteur de rendu DocuSign) Ou s’il est possible de restaurer le comportement antérieur via une configuration spécifique Dans l’attente de votre retour, 

30
E
Newcomer
Hengfeng Ge
Frequent Contributor
Hengfeng GeFrequent Contributor
 Docusign Partners
about the documents contents in support portal show as blank after login partner account

Dear partner team,There was an issue that had bothered me for more than a year and has not been resolved. It is to access the document of the support.docusign.com, and sometimes the body of the document will be blank. However, the beginning and end of the page are displayed normally, and only the content of the article is displayed blank. Often, at this time we copy this link to another browser, and it will be displayed normally. Because I've been using the Chrome browser, I've always suspected that it's a problem with the Chrome browser. Since I don't know when it can be reproduced, I can't solve it even if I open a case. Chrome can't clear only one site's cookies, so it hasn't been completely solved.copy to the url to firefox, it is always work.Today I find the cause, before I login the partner account, the page show fine in chrome, but after I login, it show as blank. So I also confirm with my colleague, She always use EDGE，she always copy the url to Chrome, she think it is the issu

547
Hengfeng Ge
Frequent Contributor
Hengfeng Ge
Frequent Contributor
Hengfeng GeFrequent Contributor
 Docusign Partners
[Best Practice Suggestion] Handling Suspended Accounts After Renewal Delay – Seeking Support Process Optimization

Hello Partner team,We’ve encountered several cases where our customers’ Docusign accounts were suspended due to internal delays in their procurement approval process, resulting in a gap between the contract expiry and renewal. In these cases, the business teams urgently need to continue signing documents, which puts pressure on the procurement department to expedite the renewal.As a Docusign partner, once we've confirmed the intent and quote with the procurement team, we proactively place the order on behalf of the customer to minimize disruption and speed up account reactivation. However, we’ve recently faced a situation where we submitted the order a week ago, and the account is still in suspended status.We’ve already opened a case under Account Services, and support advised us to contact the Account Manager and Renewal Manager, which we have done. However, the issue remains unresolved, and the customer is under pressure to sign important contracts.Our colleague mentioned that simila

60
Hengfeng Ge
Frequent Contributor
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.

20
R
Newcomer
Hengfeng Ge
Frequent Contributor
Hengfeng GeFrequent Contributor
 Docusign Partners
after submit a case than got the error message: There was an error completing your request; please contacIt your administrator for help.

Dear Partner Team,It's been 4 days since we had another failed to create a partner technical case. after submit the partner technical case, we got the error message: I really don't know what are the best escalation practices for resolving issues like Partner Portal quickly? Last year's problem took more than half a year to solve, and the memory is still fresh. We started to ask the Customer support manager team to manually help open a case, but luckily they were really helpful and responded quickly. However, we still hope to fix this system issue as soon as possible. Thanks. FreeLink/甫连信息🌍 DocuSign Partner | Partner Profile🌟 The only DocuSign Partner globally certified as both a Certified eSignature Administrator and eSignature Technical Consultant🏆 DocuSign 2024 APAC Reseller Growth Partner of the Year💡 Ranked #1 in the OG All Star category in DocuSign Community Wrapped 2024📊 DocuSign Community Leaderboard Top 5 contributor🚀 Expertise in DocuSign integrations with on-premises sy

273
Hengfeng Ge
Frequent Contributor

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