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Core Capabilities

Have Docusign Core Capabilities questions? Find answers here!

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6448 Topics
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New Voice
Carla LopezNew Voice
asked in 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
EstherKerkhofNewcomer
asked in eSignature
Problem activating account

I write this question from a different account then the one the question is about… I created and paid for an account per my work email. Got the payment confirmation, but no activation email. When I contacted sales, they can see my account is set on “no paying costumer”, but I did pay! When I try to login I get an email saying there is no account on the concerning mailadres. But sales can't help me and I can not log in to make a support ticket! Help!

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Community Moderator
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Newcomer
Unhappy CustomerNewcomer
asked in eSignature
billing issue and not able to contact the support center

I was auto renewed and charged for my account yesterday that I was not intended to, and I haven’t used Docusign for a while. I canceled my account immediately, but Docusign won’t stop my plan till a year later and said I was not eligible for a refund. I was trying to contact the support center to open a case to get refund but found that I was not able to log into the support center. It was extremely difficult and frustrating to follow the online instructions and messages, and it took me hours searching on solutions and I still couldn’t log in to the support center. Can anyone help me from there?

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J
Community Moderator
M
Newcomer
MDH71Newcomer
asked in eSignature
How do I access a document for another person?

My step father passed last year and I am trying to help my mother access a contract on this site to avoid having a lien placed on her home. I have the POA, etc., necessary to do this on her behalf. I tried using the contact support link to speak to someone, but it is impossible. Any help is appreciated.

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Community Moderator
A
Newcomer
AustinGNewcomer
asked in eSignature
Assistance Finding Limits on Enterprise Pro ESignature Account

Hello, I’m currently the admin for an enterprise pro account for DocuSign eSignature with our Salesforce and I’m trying to find any limits (licenses or templates) that can be used on this plan. On the page it says only personal plans you can see the limits but I want to see what limits there actually are before adding a bunch of users and creating more templates. Does anyone know where I can find this or with this account plan what those limits are?

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Community Moderator
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Newcomer
Vince the brokerNewcomer
asked in eSignature
How to allow customer to choose signing options

I am a mortgage broker and we need clients to sign an insurance waiver where they can apply for life insurance to cover their mortgage or waive it. In either instance we need them to initial beside apply or waive. How do I create a spot for them to choose where to add their initials in one of two spots like an either or option. They would either choose to add their initials beside apply or add it beside waive. They have to choose one but not sign bothThank you for any assistance you can provide Cheers

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Community Moderator
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Newcomer
paytonjsNewcomer
asked in eSignature
empty document keeps getting sent

Hello, I am trying to send over a document for two people to read and sign. They cant read what i have filled out in the document blanks with the “text”tool. they just receive my blank template with nothing filled in. How do i fix this?

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Community Moderator
S
Newcomer
StrohllegalNewcomer
asked in eSignature
How do you change the format on date so it reads _____ day of _________ , 20____

How do you change the format on date so it reads _____ day of _________ , 20____

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Community Moderator
K
Newcomer
KatonksNewcomer
asked in eSignature
Upload a large excel work book with tabs

Hi Could anybody tell me if it is possible to upload a very large excel work book with quite a few tabs with different information on them so it opens in sequence or would i have to separate each tab and load separately ? and what is the permitted allowed size to be uploaded Thanks Katonks

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Community Moderator
L
Newcomer
LewNewcomer
asked in eSignature
User leaves the company

I have an user (real estate agent) changing companies. How can they open their own Docusign account and transfer their envelopes to them? Thanks

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Community Moderator
M
Newcomer
mtwNewcomer
asked in eSignature
The defaulted name is incorrect

I am having trouble changing the default name that is prompted when filling out documents. I have changed the name of the account, but it does not solve the issue. I am trying to change the name of the user in the Admin tab but I am given “An error occurred while getting user detail.”. How can I fix this?

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Community Moderator
M
Newcomer
Moon16Newcomer
asked in eSignature
Can new users get free envelopes to use?

Hello, I have a query, if we are setting up new users with the default permission profile, can users get any certain number of free envelopes to use, or will they be using the paid envelopes as per the company contract?

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Community Moderator
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Newcomer
linjudyNewcomer
asked in eSignature
No one is receiving the document to sign

Hi all, I have a free account, and just created and sent a document with 3 signees (including myself). None of us got any notification from Docusign. I did not specify a signing order. I have resent multiple times now. What else to do? I tried the chat support and got the message that free accounts no longer have any support

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Community Moderator
Justin Jiang
Digital Collaborator
Justin JiangDigital Collaborator
asked in eSignature
DocuSign Momentum 2025

I was thrilled to attend DocuSign Momentum on April 16. The conference was insightful, well‑structured, and truly revolutionary, and the executive experience was outstanding. Proud to be part of the DocuSign community!

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Hengfeng Ge
Frequent Contributor
S
Newcomer
sonamNewcomer
asked in eSignature
Cannot create developer account

I am trying to create a new developer account on docusign using https://www.docusign.com/developers/adlp/sandbox but after clicking on ‘Get Started’, nothing happens and the registration doesn’t progress. What are the steps to resolve this?

603
Hengfeng Ge
Frequent Contributor
H
Newcomer
hannibNewcomer
asked in eSignature
Will cancelling my subscription delete my profile?

Years back when I started with DocuSign it took a bit of time to set up the profile/branding, etc. for my e-signature documents. I unfortunately had no use for DocuSign last year so plan to cancel my subscription for now. My question is - Will my profile remain in the system so when I go back to DocuSign down the road and pay again I don’t have to start from scratch? Or will I need to create a new user account in the future and do the whole set up again?

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Community Moderator
M
Newcomer
MatildaNewcomer
asked in eSignature
How can I save the completed document as a separate PDF, instead of merging it with the document I sent out.

How can I save the completed document as a separate PDF, instead of merging it with the document I sent out. I would like to ensure that the document I send out is a single PDF, and the document I receive back is also a separate PDF.

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J
Community Moderator
M
Newcomer
MegaTrevTronNewcomer
asked in eSignature
Strange Email dse@camail.docusign.net

I recently logged into my Docusign account on my iPhone. I then received an email with a verification code. Which I entered and logged in like normal. Then later I was sorting through some spam emails and I noticed I had emails from Docusign in my focused and other tabs. So I decided to go back and check the actual email address which was. dse@camail.docusign.net Which is somewhat suspicious looking. So I checked Grok and did a google search but can’t find anything that verifies it being a legitimate email used by Docusign. Can anyone verify if this is a legitimate email or not? If it is a phishing email that provided me with a verification code which actually logged me into my account does that mean my accounts compromised?

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J
Community Moderator
V
Newcomer
vinay1423Newcomer
asked in eSignature
minimum character limit

can we have enhancement were field is set to have a minimum character limit, so that it will be easier to our end users.

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Community Moderator
S
Newcomer
SWJNewcomer
asked in eSignature
Show all users in Organization in the Directory list

We have one organization and several accounts for some departments. Users in department A would like to be able to search and select users from department B in the Directory book. We would like this to be automatic and include all users from other accounts in the list. I do not want to manually maintain the users in the address book or as shared contacts. They are already listed in DocuSign and associated with the Organization. This could be visible in only one “central” department where templates and envelopes are created for users in other departments. Maybe this list is search only like the organization user search and a separate entry in the dialog for the address book button on the user field.

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Community Moderator
L
Newcomer
lori_mmfcuNewcomer
asked in eSignature
Would like ability to add more columns to reports

We would like the ability to add more columns to our reports at our leisure. Management needs the reports dates on the Account Identity Authentcation Report, but the dates are not an option.

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Community Moderator
J
Newcomer
JBEANewcomer
asked in eSignature
Envelope Count

Want to confirm my understanding of envelopes - I see that once something is signed it’s counted as an envelope, but want to confirm, once sent, it’s all still counted, whether: voided declined expired not completed Many thanks!

102
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Community Moderator
J
Newcomer
jparsonsNewcomer
asked in eSignature
Navigator - Is there a way to remove custom agreement type?

Good Day, Does anyone know if it’s possible to remove a custom agreement type that was added in Navigator? I’ve searched through the support guide documentation and the support site and wasn’t able to locate this information. It looks like the workaround is to edit the added custom agreement name (label) and re-purpose it, but I’m trying to see if there’s a way to condense the list of agreement types in our environment overall to lessen the system load to do the AI review. Thank you

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Community Moderator
N
Newcomer
NalaNewcomer
asked in eSignature
After selecting a Pdf with completed fields, they all go blank

Im selecting a document to be signed and as soon as this happens, the previously completed document goes blank. What is happening?

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M
Community Moderator
L
Newcomer
lawstudent101111Newcomer
asked in eSignature
Unable to Get Support After Paying for Business Pro

Hello - I am trying to reach business support but there is a message that pops up saying my account does not qualify for it. I have business pro.

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Community Moderator

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