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Core Capabilities

Have Docusign Core Capabilities questions? Find answers here!

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7296 Topics
K
Conversation Starter
KatrinConversation Starter
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

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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. 

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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.

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Community Moderator
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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,

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Community Moderator
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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?

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Community Moderator
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Newcomer
SheridNewcomer
asked in eSignature
Need help

I have a signed document and it came back to me as signed but with the words across it “IN PROGRESS” Its very time sensitive and I cannot find a live support person to talk to. What kind of business is this?Does anyone know why this is happening and how to fix it fast?Thank you Sheri Davis

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Community Moderator
A
Newcomer
alexgiessNewcomer
asked in Identify
IDnow unable to verify US passport

Unable to Verify U.S. Passport with IDNOW Hello, I am having trouble getting my U.S. passport verified through IDNOW. I have attempted multiple approaches, including:• Scanning the page with the hologram• Scanning the page with my signature• Scanning both pages together Unfortunately, none of these attempts have worked, and I keep encountering verification failures. I’m at a loss as to why this process is so difficult. Has anyone else experienced this issue? Is there a specific method that works for U.S. passports? Any guidance or a concrete solution from the DocuSign team would be greatly appreciated. Thanks! 

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Community Moderator
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Newcomer
FamilyLife PurchasingNewcomer
asked in eSignature
Required signatures not signed, but envelope completed

Hello! I’ve created many previous templates. This time when I created a template and added in required signatures, it did not work as expected. The envelope came back to me as completed without the signatures that were required. I have a document that I need to fill out some info. Once I have completed my part, I need to have some approval signatures. I have every field as a required field. Also, I have two of the signatures as conditional signatures, but I didn’t need them on this particular envelope. I’m not sure what’s causing this and would love some help troubleshooting this issue. Thanks!

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Community Moderator
J
Newcomer
JessKobos
asked in eSignature
Completed Envelops Still Showing action required

A user has envelopes that have been completed several weeks/months ago but still show up under Action Required. There is no action needed & the original envelopes are showing completed on the sender’s end. How to fix this? We’ve already tried the troubleshooting steps below with no fix: Clear cache/cookies Try a different browser(s) Try an Incognito window Try a different device Try a different Internet network, such as on a mobile device using data with Wi-Fi disabled. Try using VPN, or if on one already, disconnect from VPN and try again

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Newcomer
A
Newcomer
Astrid KraftNewcomer
asked in eSignature
Payment not accepted

Hi,I have bought a standard esignature plan, but now it says that my payment was not accepted. Independent from which payment method I choose. At the same time I also cannot just cancel the plan anymore. Thanks in advance for support!Astrid

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Community Moderator
K
Newcomer
Kris BeischerNewcomer
asked in eSignature
Keep getting a message that says - your session has timed out

When a person goes to sign the document - a message pops up saying your session has timed out. They opened up the document and clicked on start or go to the signing page and then this message pops up. Please helpThank youKristine 

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Community Moderator
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Newcomer
RebSmithNewcomer
asked in eSignature
Document viewing

Can you turn on ‘Enable Links to Envelopes in Reports for Admins’ in the Account Plan Editor?”

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Community Moderator
J
Newcomer
Jack.sNewcomer
asked in DocGen
Question about formulas and how to display their results

2 part question. I’m Looking for some advice on formulas. I understand the concept of displaying a 1or 0 as a true/false result, Im curious if there is a way to display the result of a formula in a separate text box. For example, If I were looking to have the formula [Box 1] *.3 display the result in a new text box, is that possible?  Also, the closing parentheses in the If statement seems to be “breaking” the formula. I’d love some advice on how to properly format those. for Example, if([Box1] + [Box2] = 100, 1, 0)  ← the final parentheses seems to break the formula.  Thanks!

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Community Moderator
M
Newcomer
MercANewcomer
asked in eSignature
Access to signed documents

Hi,Is there a way to keep the client from accessing the contract both trough the link and PDF after they signed it?I have been using getaccept and they have that option. Thanks in advance

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Community Moderator
S
Newcomer
Spring316Newcomer
asked in eSignature
Stopping monthly billing after downgrading to a Free Account

I have attempted to downgrade to a Free Account since Jan-2025, yet continue to be billed $15/month!  I do receive a confirmation screen on the website after downgrading, and then I receive an email saying that my “order was not completed.”   I am not able to find anyplace on the website to downgrade my account.  Does anyone know now to stop the monthly billing after receiving a positive confirmation from the website that I have successfully downgraded to a free account?Thank You!

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Newcomer
B
Newcomer
Brittany RadtkeNewcomer
asked in eSignature
Upgrade not reflecting

I upgraded my DocuSign account, but the upgrade isn't showing up, and I need to send this agreement out right now. I've logged out and back in, and I've cleared my cache, but it's still not reflecting. Can you help me figure out what's going on? 

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Newcomer
A
Newcomer
AngelaGrossNewcomer
asked in eSignature
Is there a way to show default text in fields?

I have had several issues with people filling out forms incorrectly.  Is there a way I can change the default text in text boxes from “Text” to another word or phrase?

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M
Community Moderator
c2wjones
New Voice
c2wjonesNew Voice
asked in eSignature
How to get back to a live support chat?

I had an active technical matter going. A change was made by support. The support person wanted me to confirm that the process was successful. However, the chat box was lost and replaced with the bot asking irrelevant questions.  How can I reengage back with the live chat or send a message to them?

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c2wjones
New Voice
J
Newcomer
jhollenderNewcomer
asked in eSignature
Can I set Document Visibility at the template level?

I have my Document Visibility settings enabled, but I want to be able to choose which documents would be visible within the template itself - I don’t want my sales team to have to select it every time they create an envelope. Is that possible? When I look at the settings in my template, the checkboxes for each document visibility are greyed out.

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Community Moderator
C
Newcomer
cwinstonNewcomer
asked in eSignature
Document will not open

I have sent about 30 employee handbooks to be read and electronically signed by each employee. A few have come back that I have been able to open, download and save to our organizational files. No problem. However, I received one, and when I clicked to open, it sent me to a Docusign screen that said → Access Denied. User lacks sufficient permissions. For assistance, please visit our Support Center.  How do I access the document? Why was I able to access the others and not this one? 

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Community Moderator
1
Newcomer
1234bNewcomer
asked in eSignature
My Documents Keep Purging Out of My Account

My Documents keep purging out of my account. I have never enabled this. Why is there no customer support to call?

242
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Community Moderator
C
Newcomer
cnemtNewcomer
asked in eSignature
Bulk Send Versions

I successfully did two Bulk Sends within the past two months. Now, when I try, I get some error message about how the legacy version is retired and something about using v2. It includes a link to a Transition to Bulk Send v2 page regarding bulk sending that is unnecessarily long. It begins with; “Docusign is encouraging all customers using the original bulk send feature (v1) to begin their transition to the enhanced bulk send for multiple recipients (v2). Bulk send v2 offers many great improvements and the end of life was February 28, 2022. This article provides more information about the transition to help guide you through the process.” As I read this, v2 ended Feb 28, 2022!? Also, what is the point of all of this. When I press Bulk Send, just simply go into the Bulk Send. Why do I have to stop what I’m doing to read through all of this seemingly nonsense, set up Demo accounts, etc.? Why wouldn’t it just walk me through it? 

612
M
Community Moderator
V
New Voice
VI3DSNew Voice
asked in DocGen
Salesforce ETL, querying current value of Salesforce field - DocGen

Hi,Is there any documentation available on how to use the Salesforce ETL step?I’m interested in querying a Salesforce field value at a certain point further downstream in my workflow and not at the start of the workflow (or as part of a Doc Gen form). Thanks!

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Newcomer
A
Conversation Starter
alexisdgConversation Starter
asked in CLM
Salesforce ETL step

Hello Everyone!Does someone knows how to use the expression builder of Salesforce ETL Step in the CLM workflow? I am having a slight issue with using the expression builder in the document generation form field. The problem is the DocGen forms that we’ll use is dynamic that’s why we’ve tried to make use of the expression builder but it is having an error on that process. The variable that we are declaring in the expression builder is a String Variable. Can someone help me how to use the expression builder on this step properly?I will attach here an image about the step and my code on how I declared the DocGen form using C#.     Thank you for your help! Regards,Alex

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J
Newcomer
C
Docusign Employee
Community UserLegacy User
asked in CLM
How do I grab/import data from Salesforce to the CLM?

Hey all,Currently I stuck getting data from Salesforce in order to use it in a workflow. So far I can tried to use the Salesforce ETL workflow step for it. However, it constantly fails.In order to get the data from the Salesforce object (Opportunity), I tried e.g. the following setup:Salesforce Object Type: OpportunitySalesforce Object id: I used the Opportunity id (18-digits) referring to one specific record (hardcoded)Additionally, I created Configuration Variable with the following input in order to get the name and stage of the Opportunity:<?xml version="1.0" encoding="UTF-8"?><Opportunity>  <Name></Name> <StageName></StageName></Opportunity>Resulting into the following translation:  My questions regarding this topic:is the workflow step Salesforce ETL the correct step? if so:is it correct to use the 18-digits opportunity id Did I do something wrong with the xml file? Unfortunately, I could not find anything documented r

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J
Newcomer

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