Core Capabilities

Can anyone offer insight on adding two factor authentication?We have been trying for DAYS to add SMS two factor authentication to our license.  We need a select group of people to whom we send an envelope to verify their identity via SMS.  We are stuck in an endless circle.  We are referred by service to sales.  Sales sends an email with a link containing instructions on how to add once logged into our account, but the link they tell us to use does not exist.  We are told to go to Account in the Admin login and in the Accounts view choose Plan and Billing and then buy an Add on.  Add on does not exist as an option.We’ve been told from the Account view to select Identity Verification.  Again, this does not exist.We have been going in circles for days and no one at DocuSign seems to know how to add this to our account.

I’ve created a template and have shared that with select colleagues to use. In order to keep track of when the template has been used by the colleagues I shared it with, from my understanding is I should be able to see that in the History (Template→Elipses→History). However, when I click on history I only see my own use history of that template. I am the owner of the template as well. Is there a step I’m missing? How can I view when the template I have created, shared, and am owner of has been used by the users I’ve shared it with?

 Hi Community!See if you have a suggestion here.I have a customer who has main account and sub accounts. They want to run tow type of schedule reports in weekely bases. one to Finance to have visibility on all usage with all subaccounts and another one per subaccounts head of department.My question:can be run a report from the main account that can easily tell what env have been spent by each sub account? thanks

Hi allIs there a way to set a field so that the text or numbers are spaced over a specified width?What I mean is, for a form that has blocks for identification number, address, etc, can a single DocuSign field be used to space the characters across the blocks.  A quick search says to insert a field per character and that’s just practical.

I am trying to send out a document for signature but my client is receiving the error message “resource token authentication error”. I have his correct email address, what could be the issue please?

I had an account that I have not been able to create DocuSigns from. I can still sign inbound docs but not create anything. I get an error “Unable to create the envelope. You cannot send once your trial has expired.” Even though I have a paid DocuSign account. When i contact support, they tell me to sign up with a new email.  How do I escalate this to a Support Engineer?  My understanding is that the root cause is usually a conflict between two accounts tied to the same email — the original trial account and the new paid one. It's a backend data issue that DocuSign support can fix, but front-line agents often don't know how or just punt on it.  How can I get this escalated? 

Hi all, I have 22 users set up on our business account with one person receiving an error message when uploading to an envelop to say the file size exceeds 25mb. However, a different user on our account seems to have been able to send it without any issues whatsoever. They are both trying to create the envelop in the same way so not sure what is happening. Any advice or suggestions as to why this is happening. They both have exactly the same set up re permissions etc.Thanks in advance!Katie  

My colleague Dan B sent several envelopes using another colleague's (Dan C) account to which he has Shared Access. Dan B added himself and a third party as Receive a Copy recipients on the envelopes. About 30 of the envelopes have been signed, but Dan B is saying he only got copies for four of them. I have looked at the history logs for a few of the envelopes for which he did not receive copies and confirmed that copies of the executed document were only sent to the signer and to Dan C not to Dan B or the third party. They received a copy of the initial outgoing email when it was sent, but not a copy of the executed document. I don't understand this - docusign is supposed to send a copy of the executed document to ALL recipients.!--endfragment>!--startfragment>I have attached history logs and screenshots of the Recipients screen for two envelopes - one for which Dan B did receive the executed documents and one for which he did not.  Thanks,Teri

Subject: Clarification on Template Expiry and Reminder Changes Affecting Existing EnvelopesHello DocuSign Support Team,I have a question regarding the behavior of template settings in DocuSign.Currently, we are using a DocuSign envelope template with the following configuration: Expiration: 60 days Automatic reminders: every 3 days Some envelopes have already been sent using this template.If we update the template settings to the following: Expiration: 30 days Automatic reminders: every 5 days I would like to confirm how this change affects the envelopes that were already sent before updating the template.Specifically, I would like clarification on the following: Will the previously sent envelopes still retain the original expiration (60 days) and reminder frequency (3 days)? Or will the updated templ

I need guidance on creating a workflow where the 1st and 2nd reviewers complete their reviews and the document goes back to the 1st reviewer for signature.  Thank you.

Is it possible to create attribute groups, along with their respective fields and types, in CLM using a CSV file or any other import method?

On a certificate of completion, how can I verify (beyond all doubts) that a signer was/wasn’t in person signing a pin pad? This has become a legal matter in which we need to know if signer (which is now deceased) was actually present at the time.  

Hello, the Electronic Seal provisioned to my developer account ("Demo eSeal") is failing to process. When an envelope reaches the eSeal routing order, it gets stuck in the "Sent" status indefinitely and never completes.I have isolated this issue away from the API. Even when I manually send a standard envelope from a template entirely within the DocuSign Web UI, the envelope still hangs indefinitely at the seal's turn without dropping an error into the Envelope History.It appears the asynchronous worker is timing out trying to reach the demo TSP, or the test certificate assigned to my account is in a bad state. Could you please check the backend logs for my account or re-provision the test seal profile?

When I go to upload a document in DocuSign it goes through the motions but then the document disappears.

I’ve created a web form that will be used as an inspection template.  A user at my level will perform the inspection using the Web Form and once completed, I’ll need to route the now clinic-specific inspection with findings to the appropriate team for acknowledgement signatures.  I’m at a standstill and need some help.General Web Form template with inspection content is created and currently living in My Web Forms. I or another user will perform the inspection.  Once complete, signatures from 2 different people will need to be obtained to sign off the inspection.  Because these inspections will now be clinic-specific, eSignature fields will not be the same from inspection form to inspection form. In thinking about this, if I am inspecting 14 clinics, do I need to create 14 Web Forms all named for the clinic to be inspected in the My Web Forms folder so the links to complete them are unique? Once the user performs the clinic inspection

Some of our letters need only the day of the month and not the entire date. When I try to access the settings, it does not allow me to modify.For Example it will say On this day _____, of March 2024. But Docusign wont allow me to change the settings.  

How do I clear a delay in a document that was sent for signature?    

Hello DocuSign Community,I am reaching out to get clarity and support on an issue we have been facing with the CLM API endpoint /v2/{accountId}/parties. Despite being an account admin, this API end point is inaccessible on our account. It is critical for our workflows, yet enabling access has been taking a week despite multiple attempts to engage customer support.Has anyone else experienced delays in enabling this API end point for their account? Is there something we can do as account admins to expedite the process on our end? I would greatly appreciate any insights or advice from the community, and I hope DocuSign customer support can address this concern promptly.Thank you!Looking forward to hearing from others who might have a solution or shared experience.

​We have a rather unusual situation where we need to email completed documents to government agencies after signing, and the signed documents must also be password protected prior to emailing since they contain confidential information. We have found we cannot password protect an already-completed DocuSigned pdf. We also can't add the government agency recipient as a "receives a copy" when the envelope is routed for signature since there are additional documents outside of DocuSign that need to be submitted along with the completed envelope. Can anyone suggest a way to securely forward an envelope to a third party after completion?

When i go to https://support.docusign.com/s/contactSupport?language=en_US and click on Open a Support Case, and then select eSignature, I login with my account info but am then brought to a screen that says  “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 log in scenarios,  contact DocuSign Support  for assistance.” My account is not new. My account was created in 2016. This happens on every browser i

Like many other people, I have an issue with my docusign account and I cannot get in touch with anyone to help me. I try to create a support case, but it tells me I am unable to login:  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. Here is the specific link, which interestingly enough has ErrorDescription=NOT_ACTIVE_USER in the url” https://support.docusign.com/s/auth-error-handler?language=en_US&ErrorCode=REGISTRATION_HANDLER_ERROR&ErrorDescription=NOT_ACTIVE_USER&ProviderId=dontknowifthisisasecretornot&startURL=%2Fs%2Fca

I paid a monthly subscription to get some documents signed. I did it with an e-mail account that was invited to a team.Today, I couldn’t access that account. I couldn’t reset the password because it says there’s no account associated to my e-mail. So I created a new account with the same e-mail of the one I had the paid version. Now this new account does not show as paid, and my document is nowhere to be seen. I cannot log in in the support center webpage because I get the error from the attached image, so there is technically no way to contact support for me. I tried a different browser, and I also tried incognito mode. I keep getting the same error. It is urgent that i need my document. How can it be that a paying costumer can get no access to support?  

When I use the data field box it looks like it is covering the existing text. However, when I receive the document back from my client the data field box was transparently creating a blur of text, the old existing text, and the new changed text. How do I make the data box solid before filling in the text?

Account Creation and Payment: On 22/03/2026, I created an account using my email address (which is different from one I am posting) and subscribed to the eSignature Standard Plan with an annual payment of $240. I have attached confirmation from my credit card (SMS and online banking) as proof of payment. Initial Usage: I created one template & sent out an agreement for signing the email went out but now the link is no longer accessible. Access Issues: Suddenly, I was unable to access the account via the links provided in your emails. Hence I had to create this free account just to post about my issue. Password Problems: I attempted to log in, but the password I set was deemed invalid. As the sole user, I am certain I did not change it. Password Reset Attempts: I tried to reset the password using the "Forgot Password" feature. However, I did not receive th

Hi everyone,I’m using DS IAM with new interface. I am trying to map a Web Form checkbox group to an eSignature envelope template checkbox group but I keep getting this error:DOCGEN_PROCESSING_FAILURE  “Checkbox Values can't be blank”Setup:Web Form- API reference name: Checkboxpartenaire- Options (and API value): Facebook, Instagram, TikTokEnvelope Template- 3 checkboxes from the same group- same Data Label: Checkboxpartenaire- grouped togetherHowever, in the template editor I only see the Data Label field and no place to define the checkbox option values (Facebook / Instagram / TikTok).How should checkbox group values be configured in the template so they correctly map from the Web Form? In the example below I was even trying to add the API Value directly but there should be an area to provide both checkbox group API value and each checkbox API value no?