Core Capabilities

I attempted to sign a document using my Portuguese ID Card; however, the system rejected it, stating that the new version of the card is not accepted. I contacted the other party to the contract to explain the situation, but they informed me that there is no alternative method for obtaining the signature and that the process via DocuSign is mandatory.I am unsure how to proceed, as it is not my fault that the system does not accept my ID card, which holds the same legal validity as the previous version.

I was sent a document for signature by a 3rd party. I opened the relevant link and uploaded my custom signature. I clicked the region to be signed. Unfortunately the image initials appear too small in the document.  Now every time I open the link it uses the same initials to sign and I can't change it. I tried to hover of the logo to get the change signature option but it doesn't show up. How do I resolve this issue?

Hello - We have a document that we would like to be able to route as follows, is it possible? Signer 1 - student, who uploads supporting docs Review/Possible signer - the form first goes to the Registrar. If no further action is needed, the Registrar will sign and close the envelope, But if further action is needed, the Registrar can route the form to the Curriculum Reviewer. The Curriculum Reviewer will make notes and sign and close the envelope. Everyone (including the Registrar) will be notified.Is this at all possible within Docusign?Many thanks,Jacob

We are unable to use docusign because it says our credit card has expired. We have updated it several times, we have an active credit. But the same error comes up. We have opened cases and requested call backs but no one is responding. We cannot use our account. Could someone please help or advise? The support service is terrible.

We are trying to remove the person’s name from the “Message from” part of the e-mail sent to users.  As an example, when the user first clicks the “Review Document” button from the e-mail, they get something similar to…  Right now, the person sending the envelop has their name and the company name shown.  How do we either get rid of the entire line or the name of the person sending it?

Hello -I used to be able to upload a pdf to an envelope and then apply a template or upon the upload it would automatically have a pop-up box appear asking if that was the template I wanted to use.  Now I don’t get the automatic template application and if I apply a template some fields don’t appear and others it seems are huge because the file is loading smaller than normal?  I’m perplexed.I no longer get the emails from DocuSign when my powerform has been completed either.

On the Standard Plan DocuSign, can i make text box in a template be / allow multi-lines?I cannot see that option on the left or right menus. 

I use the DocuSign template feature all the time and have always had a really good experience with it up until recently. Over the past few weeks I’ve noticed the template feature has been incredibly buggy. For example, I already have a template that I created last year that I’ve been using, but can no longer make the same basic updates without running into errors, basic edits such as updating a signatory name and email address or even replacing the document in the template (which the document can’t be deleted).  I also can’t even create a new template because I get an error message and the error messages often don’t make sense. For example, the error message in the attached is for the body description and I get this same error message whether I add text to the body or not.  I’ve even tried creating a template from a sent agreement by clicking “Save as Template” but all these issues still occur.  Would love for this to be fixed as I use this template feature often. 

Candidate filled in wrong details to the Compliance form (TFN / Superform), as admin we are unabel to edit the generated pdf to correct details.Whenever we try to edit the pdf it says, it is already signed.But candidate hasn't signed yet

Hi,I use DocuSign maybe once a year for a couple of signatures, so I usually subscribe for a month or two then cancel my paid subscription. I did not download my invoices prior to closing my account, and now I don’t have access to them and can’t create a case on the support site because I don’t have a paid subscription.How do I get my invoices?Thanks!

I sometime have to sign documents with just my name, and sometimes I have to sign with my name and a title afterwards, such as Trustee.  Does Docusign allow a signer to select which signature to use before I start signing a document?  If so, how do I set this up?Thanks.

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. 

Dear DocuSign-Community,as my search wasn’t succesful, I’ll try hear and have the following question:I need to get my document signed by either one of both directors.As I don’t know with one I can reach first, I would like to send the document via DocuSign to both to get a signature as soon as possible. If the first one signed, I do not need a second signature anymore. Is it possible to map this process in DocuSign? How can I do this?Thx in advance! :-)Simone

HiMy son is trying to complete the identity verification process on your platform, but the system is unable to recognize his passport during the document's photo scanning step (when at last after a lot of time it recognize the passport photo page, he fails to get the identify approval).Me and 3 others succeed to get approval and we were in the same roomHe has a valid passport, photographed clearly, in good lighting, and from a straight angle, but the process keeps failing.I would appreciate it if you could review this issue or offer an alternative method (such as uploading a scanned image or manual verification).Details: Document type: Israeli passport (non biometric) Expiry date: [8/3/2027] We tried with my phone also Request: Please advise whether a manual or alternative verification is possible. Thank you in advance for your support,

I need to discuss my account. I tried to upgrade to get more sends. I put in my info for them to charge me once. And, they charged me 26 times. According to my bank, they actually tried to charge me over 50 times but they took all my money so they couldn’t. How do I get this fixed and get my money back?  

Hello! I am trying to cancel my DocuSign account. I was just charged for an annual subscription on 3.31.25. When I tried to cancel it, I received a message saying:Refund informationWe’re sorry to inform you that your account is not eligible for a refund. This is either because it's been over 30 days since your purchase or you do not have an annual subscription. For more information on refunds, please review our Terms and Conditions.The customer support chatbot either drops the chat immediately or asks me if I need help with fraud. I’ve been a DocuSign customer for 5 years and can’t believe that I’m receiving such poor support. Does anyone have any suggestios on how to reach a live support person. I tried to login and schedule a callback and was booted off the page as well. Thanks!

Hi there. I'm trying to understand the right structure for our Docusign workflow. We want to use Docusign as a pre-start vehicle before people join the business, specifically to collect data, get documents signed, and receive documents from new hires.We're currently subscribed to the Business Pro plan for one month, and that's what we intend to use. We've already created a web form for people to enter their personal data, and we also have a PDF document that needs to be completed and signed with their personal details. Additionally, we need to have documents uploaded so that we have some information before their starting date.Could someone please provide some pointers on the expected structure for this workflow? I'm feeling a little overwhelmed with the amount of information available and would really appreciate some guidance. Thank you.

I am trying to open a support case in the support portal but I’m getting an error. I’m logged in with my admin account but when I select the eSignature and IAM Applications as the product and hit Continue, I get the error below. I’m not sure how else I can contact DocuSign.   

Hi everyone,I'm trying to create a workflow in Maestro using a template that includes a Web Form. The process is: through the CLM step "Maestro Workflow", I start a Maestro workflow that sends a Web Form to a partner for them to fill out and attach documents. However, when I click "Create workflow version", I get an error saying that it's not possible because the template contains attachment fields.Why is that a problem? Create Workflow VersionError 

Hi everyone,I’m trying to sum the values from a table column using XPath in a DocuSign CLM document.I already know that this works: <# <Content Select="(sum(//Valor_Por_Data))" /> #>  However, the sum result only works if the numbers are in the format: 00000.00 (no thousands separator, and with a dot . instead of a comma , as the decimal separator).The issue is that this is not our standard number format — we normally use a thousands separator and a comma for decimals (e.g., 12.345,67).Is there a way to perform the sum directly with our local number format, or do I need to convert the values before summing them?Thanks in advance!

The server keeps throwing an error when the trying to cancel my subscription. Not able to login to support to raise a support request. 

Hello, We are using Docusign Gen Templates for document generation and for sending for signatures. We are using Word Document templates with special fonts for our documents. Headers: Montserrat Body: RubikThe templates and the merge fields in the template are in the right font format but when we generate PDFs it changes to Arial and Calibri. Any idea why this is happening and what can be done to fix it? Context: Using Salesforce => Docusign for the document generation, currently working in a Sandbox and a Docusign Developer org. 

There is nothing wrong with customer email, its not in Spam or Junk etc… But can take up to a day for customer to receive the envelope.. ??Several others at my company are getting the same problem..Never happened before & all other emails arrive immediately..What's wrong with DocuSign???

What is the expiration period for a DocuSign signature request link for the client?

I've been trying to create a DocuSign developer account, but the registration process doesn't complete, regardless of which email address I use. Even when I tested with an email already associated with an existing account—expecting an error message—the "Get Started" button just remains in a loading state, with no confirmation or error displayed. So far, I've attempted registration using multiple email addresses, and the issue persists. I need access to a DocuSign developer account for signing purposes, as it's critical to a production-ready application I'm working on. This integration is a key dependency for the entire project, and any delay directly impacts our timeline. Despite multiple attempts, I haven't been able to move forward. Could someone please assist me in resolving this as soon as possible? Thank you.