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Expired SSO certificate, users can't log-in and use service

Forum|Forum|1 year ago
July 15, 2025
6 replies
342 views

Hello,

Our users can’t login to Docusign for over two weeks because the SSO certificate from IdP Azure expired.
To my knowledge we have ‘require all users to log in via SSO” policy in place, and bouncing of walls. We’ve already went thorough domain verification (DNS records & GUID) and there’s no further communication from Support.

How can we resolve this problem? We need our service back.

Thanks,
HicITDS

SSO

Best answer by Michael.Rave

@HICITDS

This is exactly the reason why Docusign Administrators should have a login policy that allow them to always use email address and password as a backup to log into Docusign.

The best way to resolve this is create a support case and ask them to disable the identity provider for your organisation, then you can login with your Administrator credentials, update the login policy, upload the new certificate and enable SSO again.

This Docusign Support article has additional information.

Michael.Rave

Answer

Docusign Employee

@HICITDS

This is exactly the reason why Docusign Administrators should have a login policy that allow them to always use email address and password as a backup to log into Docusign.

The best way to resolve this is create a support case and ask them to disable the identity provider for your organisation, then you can login with your Administrator credentials, update the login policy, upload the new certificate and enable SSO again.

This Docusign Support article has additional information.

"Select as Best" below if you find my answer is a valid solution to your issue and mark it as resolved.

H

HICITDS

Author

Newcomer

Hello @Michael.Rave,

Once the service is up & accessible for us, we’ll definitely implement a separate login policy for DocuSign Administrator as per the doc you’ve included, but the problem seems to be more complex than initially though. Our Docusign Admin (which was also the Docusign Org Admin) is no longer with the company, as per our policy and account provision that account was removed (not sure if automatically or manually i.e. by Azure provision or manually by DS Admin, I could probably find out). In some companies sometimes there’s one possibly two Docusign Org Admins (Not DS Admins) and we need to take under the consideration accessing this system by ‘local’ none SSO accounts by ex-employees, hence the SSO across the board even for Admins. Perhaps the way to go forward is by creating Admin service account with none SSO login policy (MFA, password rotation, etc) so that we may go (unwillingly) through a staff rotation and it wouldn’t affect us again event if that employee leaves the company on a hurry.

M

Ma.Cubio

Community Moderator

Hello @HICITDS

I hope you are doing well.
I want to confirm if you were able to solve your issue by utilizing the suggested solution or if the information provided was useful.
Let me know, and I will gladly help you address the situation as soon as possible.

Ma. Cassandra | Docusign Community Moderator
Mark as “Best Answer” if this helped clarify things.

M

mllopis

@Michael.Rave It happens to our company the same and now we are locked out. I’m administrator and the other administrator only has SSO login. Can you help us? As we cannot login we cannot open any support case, chat, email or request a call from https://support.docusign.com/s/contactSupport?language=en_US

M

Ma.Cubio

Community Moderator

Hello @mllopis

Thank you for reaching out, and welcome to the Docusign Community!

I’m sorry to hear that you are currently locked out and can’t create a support case to address your concern. No worries, I’m here to help!

To help me look into this further, please send me a private message with the following details:

Account name
Account number in question
Email address associated with your account

Once I have this information, I’ll follow up to address your concern appropriately.

Sincerely,

Ma. Cassandra | Docusign Community Moderator

M

Ma.Cubio

Community Moderator

Hello @mllopis

How are you? I'm just checking in to see if you still need help. If yes, please reply here with more context, or confirm if the issue has been resolved.

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

Sincerely,

Ma. Cassandra | Docusign Community Moderator

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