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Hi everyone,

I'm new to DocuSign and was testing the signing process as if I were a customer to understand the workflow. During this process, I encountered what seems to be a bug.

Here’s what happened:

I initiated a signature request and received an email asking me to "Review Document." When I clicked the link, a popup appeared asking me to read the "Agreement Regarding Electronic Records and Signatures" (see attached screenshot).

Below this text, there’s a checkbox saying "I agree to use electronic records and signatures" and a language selection option, which I set to German.

Here’s the issue:
When I click the link to open the "Agreement Regarding Electronic Records and Signatures," the agreement still opens in English, despite my language being set to German. I believe this is incorrect, especially since many of my clients are older and speak only German. This makes the process confusing and problematic.

To make matters worse, I wanted to report this issue via a support ticket, but I’ve been getting the following error message for weeks now:

Unable to log in.
If this is your first login attempt after purchasing a DocuSign plan, allow 15 minutes for account creation before accessing your account.
For all other login scenarios, contact DocuSign Support for assistance.

Funny, right? How am I supposed to contact support if I can’t log in and the system doesn’t allow me to open a ticket?

Can someone from the DocuSign team please help or confirm whether this language issue is known and how I can proceed?

Thanks a lot in advance!

Best regards 
Dominic

 

Hello ​@Doze,

Thank you for reaching out, and a warm welcome to the Docusign Community! We are absolutely delighted to have you here and can't wait to share our knowledge with you.

I am sorry to hear about the inability to create a case with Docusign Support and the Electronic Records and Signatures language issue. Rest assured, I will make my best effort to help you. 

May you please perform the troubleshooting below and test again, creating a case:

  • Check if the browser needs to be updated.
  • Log out and Log back into the account.
  • Clear history and cache/cookies and set it to "All time."
  • Try a different browser(s).
  • Try to use Incognito. 
  • Different Internet network such as on a mobile device using data with Wi-Fi disabled.
  • Try a different device.
  • Enable/disable VPN if applicable.

When the error message no longer appears, you may follow this guide to open a Support case: Open a case in the Docusign Support Center or How can I request a phone call from Docusign Support?

Regarding the Electronic Records Signature language, Docusign does not automatically translate disclosures. You need to create a custom disclosure for each language used by your signers. Article: Create and Edit Custom Electronic Records and Signature Disclosures

I hope I answered your question. Let me know if you need further assistance. Thank you!

 

Best regards,

Melanie | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue

Hey ​@Doze,

How are you? I'm checking in to see if you still need assistance. If you run into any issues, we're happy to help with those here. Wishing you a smooth rest of your day!

 

 

Regards,

Melanie | Docusign Community Moderator
If this helped, feel free to click "Best Answer"!

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