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Core Capabilities

Have Docusign Core Capabilities questions? Find answers here!

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6124 Topics
A
Newcomer
A-TeamNewcomer
asked in eSignature
Service Templates Keep Disappearing From My Template Menu

My service agreement templates have recently disappeared from the menu. I was using the same agreement template for a long time and it disappeared from the menu. I changed my password and I uploaded a new updated template and now after one use it has disappeared from my template menu. What’s the problem? I’ve been using DocuSign for years without issue; so, this is a new problem and I don’t understand why it keeps happening.

7210
A
Newcomer
K
Newcomer
KatieggNewcomer
asked in eSignature
How to reorder pages in a template

How can I reorder pages in a template? I found this Reorder Documents but it did not work.  I have placed a ticket.   Thank you.  

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R
Community Moderator
J
Newcomer
justinwickerNewcomer
asked in eSignature
Attachment combination for Certificate & Summary page

I saw on a previous post about a being able to combine a Certificate of Completion and Summary page via email attachment wasn’t supported and I wanted to see if that is still the case? Other document signature apps have this figured out and I’m surprised that DocuSign doesn’t have this as an option as users really want to minimize the amount of documents received within their email but want to also receive everything within one .pdf file.Here is the post I’m referring to: 

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M
Community Moderator
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Newcomer
Habichuela2025Newcomer
asked in eSignature
Radio Buttons & Auto Navigation - change in 2025

Hi DocuSign Community  We have noticed that the system or backend of DocuSign has changed--we first noticed this change in November of 2024. We have been using DocuSign for at least 3 years and our documents/envelopes use a lot of radio buttons. The User Experience used to be that the “auto-navigation” of the envelope would take the ‘signer’ to each individual RADIO BUTTON GROUP. As of Nov. 2024, we have noticed that something on the backend has changed and the auto-nav of our envelopes is requiring the ‘signer’ to “choose” and simultaneously required to click through EACH INDIVIDUAL RADIO BUTTON, regardless of whether they are choosing it or not. This is super frustrating and we have gone back and forth with the customer support team and they refuse to acknowledge that this is a change in the UX.To illustrate the problem explained above. Please see a sample of a DocuSign envelope we might set up:Pre November 2024The Auto-Navigation would take the signer in the following order of the f

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Community Moderator
O
Newcomer
oran.redmondNewcomer
asked in eSignature
The Tab formula is not valid. A number numerical tab LocalePolicy does not match the LocalePolicy of another number numerical tab in the same formula.

Hi, I can see that this error has come up a few times over the last year+ but I cannot find any resolution. I am getting it on a template. I’ve gone through the fields and can’t see an issue. Is this a bug?Thanks

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R
Community Moderator
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Newcomer
dwdandsksNewcomer
asked in eSignature
How to see the overflow text in a signed document

If the person who is filling in the Docusign form types too much on some lines, all I can see is the last partial word before the end of the text box. I am sure there is more typing in there, but I can’t see it anywhere. The PDF doesn’t show it, I can’t get to it from the Docusign original. I really need to see what the person typed, but since the document is signed I can’t seem to get at it.Is there any way to see the overflow or hidden text, once a document has been signed?Thanks!

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Community Moderator
W
Newcomer
Wilberth809Newcomer
asked in eSignature
help firme copy

I signed a contract for a bank application and when they sent me the copy of the document I can notice a number under the signature. But after making a complaint to the buyer, he sends me another contract that he does not sign, but it does have the same numbering and the signature is the same as the previous contract, but this new contract also includes another signature that does not have numbering and is repeated several times, but it is very different from the one that does have numbering. How is it possible that different contracts have the same numbering and if it is possible that there is manipulation of the signature of the first contract to attach it to the next automatically, without prior authorization

121
R
Community Moderator
M
Newcomer
metausercalNewcomer
asked in eSignature
Paid but Suspended: 2 Seats, 70 Euros, and Zero Support!

I can not edit my payments settingsIt says my account has been suspended (but we purchased two seats and paid around 70 euros) I can not even cancel my suscripción! I’m paying but it says I can not contact support because I have no subscription!

132
Hengfeng Ge
Rising Star
H
Newcomer
HollyAwesomeNewcomer
asked in eSignature
DocuSign Comments Icon

I help manage an administrative-level DocuSign account and we are looking into adopting a new procedure that would use the comments feature within DocuSign. I have enabled comments in envelopes for the account level and in an individual envelopes; however, in testing adding comments to the envelope, the "add comment icon" is never visible. Any ideas, on how I can make this feature work?

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M
Community Moderator
M
Newcomer
mr_stanislav123Newcomer
asked in eSignature
The data is blurred after loading the document.

I use PDF files and fill them out before uploading them to DocuSign for sending. I set where the signatures should be, send the document, then open it from the email—but the information I entered is erased.I tried sending another envelope. I entered the text in the right places in DocuSign app, placed the signatures, and sent it. However, when I opened the document from the email, the information I typed through DocuSign was erased again.I do not have the option to open a New Case. I have one free envelope left, but after multiple attempts, DocuSign continues to erase the information in my document.How can I contact support regarding this issue? Additionally, how can I request a refund for documents that were damaged due to DocuSign?

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R
Community Moderator
R
Newcomer
RSenftNewcomer
asked in eSignature
Duplicate signatures

Hi,Im running into an issue where *sometimes* when two Clients have the same email address (Husband and wife), and both need to sign a form. When I send the docusign with signing spots designated properly,  I get the document back and it has only one of their signatures in both of the spots that were separate when I sent them.  Is there a way to avoid this error?Again, this only happens sometimes...  so not sure what is causing the bug.  

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M
Community Moderator
D
Newcomer
DdengNewcomer
asked in eSignature
Get an error ENVELOPE_ALLOWANCE_EXCEEDED

Hi Team, We've been using a docusign demo account in our test environment for about 8 months. but we get an error when  send envelope:Error calling CreateEnvelope: {"errorCode":"ENVELOPE_ALLOWANCE_EXCEEDED","message":"The envelope allowance for the account has been exceeded."}I delete the old envelope expect to reduce the number of envelopes, but it can not work.could you please give some advice? Thanks and regards.Dong 

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M
Community Moderator
sofian_solusign
Troubleshooter
sofian_solusignTroubleshooter
posted in DocGen
What is Docusign Document Generation

Hi! I just published a new YouTube video on how to use Docusign Document Generation to create polished, dynamic documents directly inside Docusign.You’ll learn how to:Generate documents that adapt dynamically and create polished documents. Eliminate formatting issues when merging data into templates. Use Word-based templates for better design control. Automate document creation with CRM and database integrations.Transform your document workflows with Docusign automation! You can find it here:  Sofian Saoudi | Founder @Solusign Consulting - Docusign PartnerNeed help with Docusign?Book a call with me🌎 www.solusign.com | 📧 hello@solusign.com | 📺 Learn Docusign on YouTube

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sofian_solusign
Troubleshooter
D
Newcomer
DonnaTorontoNewcomer
asked in eSignature
Initial View of PDF BEFORE Adding Any Fields

I circulate A LOT of documents, and find that I’m wasting a lot of time changing the initial view size of the PDF. I upload the PDF into my template and click on ‘Next.’When the PDF opens in the next screen -- the Zoom size is set automatically to ‘Fit to Width.’ This makes the PDF very small on my screen, so before I can add any fields, I’m wasting time resizing the view and  scrolling around the screen to locate it. Is there a setting for changing this Zoom size so I no longer need to manually resize the PDF each time? Thank you.

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G
Newcomer
T
Newcomer
The Transaction HouseNewcomer
asked in eSignature
Docusign Inability to Properly Apply Templates

Docusign for the past 2 months has been unable to properly assign templates. If templates are assigned it is taking longer than 10 minutes for the application. Once inside the envelope the document states a template is applied however no template is visible. I then have to remove the ‘so called template,’ reapply the template, wait another 10 minutes and then go back into my envelope. I also can’t get anyone to call me after being a paying customer for over 10 years and sending more 40,000 envelopes in that time. Your customer service, and technical support is lacking. Docusign is wasting at least an hour of my time a day……………………………...

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M
Community Moderator
S
Newcomer
SeanMNewcomer
asked in eSignature
No Attachment Field

Hello. The attachment field is not appearing in my standard fields in DocuSign? I have signer attachment field enabled under sending settings. I have a Business Pro account. Thank you 

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M
Community Moderator
M
Newcomer
M. BoyneNewcomer
asked in eSignature
Fraud

I received an e-mail from a person I do not know. It was in reference to a Paypal account payment for bitcoin that included a DocuSign notice. I wanted to speak to a customer service rep for fraud detection. I am unable to find any phone numbers available. This is terrible, or actually non-existent, customer service. Please send me a phone number so I can find out how bad a situation this may be.

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M
Community Moderator
I
Newcomer
Impact MontanaNewcomer
asked in eSignature
TechSoup- unable to add extra purchased seats, renewl few shows full price not discounted price

The codes purchased through Techsoup are not working to add extra seats that I just purchased. Our renewal rate is set to renew at full price instead of the perpetual subscription price we paid last year. I have opened a support case with Docusign, I then added another support case with Docusign since the department my original case is going to doesn't seem to understand the issue. Please help

213
M
Community Moderator
H
Newcomer
HardwareParkNewcomer
asked in Web Forms
Template Fields Missing From Webform Mapping

I am creating a Webform from a very simple template. The template has fields as shown below. The user selects “Individual” or “Entity” in the Signing As dropdown, then the fields for the respective block are shown. When I create a Webform from this template, none of the template fields except Signing As show as mappable fields (see below) despite having Webform entry fields for all of the required data. How can I have Name, Company, and Title show as mappable fields in the Webform creation tool?I have tried removing the conditional logic from the template and recreating the Webform but get the same result.     

111
R
Community Moderator
K
New Voice
KatrinNew Voice
asked in eSignature
Change name of subscriber after first signature

Hello,in our company we have numerous employees who just need to sign documents and who do not need or do not want to have an own DocuSign user account. When these colleagues receive an envelope to sign for the first time, they enter their name and initials and choose a signature style. Now it has happened more often that some of these colleagues have forgotten a prefix that they have to put in front of their name. Is there a way for these colleagues to customize their name after their first signature, i.e. add the prefix, without having to have a DocuSign account?I found the solution to change it in the “Signature Adoption Configuration”/Lock recipients name but I only see these settings in our developer account, not in our live-account. I am an org admin and we obtain an individual DocuSign volume-based plan for our company.Best regards,Katrin

298
R
Community Moderator
c2wjones
New Voice
c2wjonesNew Voice
asked in eSignature
How to chat with actual live agent?

The Docusign bot is failing me. The bot will not connect me to a live agent. The module keeps taking me in circles. It wants me to open a new case. The Docusign support page will NOT allow me to open a new case despite being a paid member. There is a glitch with their system. It shows me past cases, but there is no opportunity to open a new case. 

334
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Community Moderator
J
Newcomer
JunitaNewcomer
asked in eSignature
Bulk Sending

HiSo I am currently operating on the Business Pro Account and need to make use of Bulk Sending . But the option does not appear at all. I have contacted support but I am not receiving any response. If anyone is able to tell me how to check the setting or enable Bulk sending please.

93
M
Community Moderator
T
Newcomer
tuyettruc0703Newcomer
asked in eSignature
Date Time Status Envelope is Expired

I see time expired, it will be within the 24-hour timeframe. I has created Envelope on 24/1/2025 19:04 - expired: 9/2/2025 17:58                      Envelope on 24/1/2025 16:05 - expired: 8/2/2025 17:54I don’t clear about time expired for cases above. And Envelope status is Voided for case Deleted or Expired. So, I can’t determine to divide case Deleted or Expired.Best regards,

284
M
Community Moderator
J
Newcomer
joegaff76Newcomer
asked in eSignature
The envelope allowance for the account has been exceeded.

Hello, up until today, I have always used the free version of DocuSign with no problems. I ONLY sign my own documents that I prepare; I never send them via email to be signed by anyone else.  I never ran into any issues with the number of documents I could sign. Since i never send them, I never had to worry. As a matter of fact, my homepage still says I have 2 sends left.  However, when I tried to upload a new document to sign, I received this message: “The envelope allowance for the account has been exceeded.”.As I previously mentioned, I never had to worry about a signing limit.  I’ve signed many documents in a month, sometimes over 15 with no issues.  I’ve been using DocuSign since 2018.  Can someone help?

605
M
Community Moderator
R
Newcomer
refresh00Newcomer
asked in eSignature
How can I contact support?

Hi! I have a paid plan. The billing history fails to load. I am trying to contact someone from the support team but all I see is that I can not open a case and I can also get wrong answers from the bot. How can I talk to any human to get the invoice and send it to our accountants?

336
M
Community Moderator

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