Customer's receiver, GCEO facing wrong signature box for DocuSign signing experience

We have tried these troubleshooting steps below but cannot fix it.

Created DUMMY.docx document on 18-MAR-2026 and required N******* M****** (*email removed*). Customer GCEO in the company to sign but it does not show the valid signature box for sign.

Envelope ID is 85ea9888-bebf-4ac8-91eb-6ced4fb6d32f. This document sent on 3/18/2026 at 01:39:37 pm.

Did try using different browser to view the document, using incognito mode and even clear browser caches. But problem still persist.

Hello ​@stwongyy 

Thank you for reaching out, and welcome to the DocuSign Community! We appreciate the troubleshooting steps you’ve already taken, and I’m sorry to hear the issue is still happening.
In Docusign, a signature is applied based on the recipient’s name and email address assigned in the envelope. If another recipient’s signature appears, this usually indicates that the field is actually linked to a different recipient ID, even if it looks correctly assigned. In this case, Docusign will automatically apply the signature associated with that recipient.
This can happen when:

• The template or envelope has duplicate or reused recipient roles
• A recipient was replaced or corrected after tags were added
• The tags remain linked to the original recipient ID

(When recipients are updated after tagging, fields may stay assigned to the original recipient unless they are reassigned.)

About the missing “Edit” button during signing:
This is expected in certain scenarios, such as:

• The sender has restricted the signer from changing their signature
• The account or envelope has settings that disable signature editing
• The signer is using a pre-saved (adopted) signature profile

You can review this setting under:
Account Settings > Signing Settings

If the field is correctly assigned to the recipient but still shows a different signature, and if the recipient has a Docusign account, they can try:
Removing all their saved signature and initials, then creating (adopting) a new signature.
Steps:

• Log in to Docusign
• Go to Manage Profile
• Select Signature
• Delete existing signature/initials and create a new one

Here are the related articles you may check.

Change Your Signature
Change your signature or adopt a custom signature.

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Sincerely,

Ma. Cassandra | Docusign Community Moderator
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