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Have Docusign eSignature questions? Find answers here!

  • 5,885 Topics
  • 18,545 Replies
5888 Topics
D
Newcomer
diana.murciaNewcomer
asked in eSignature
Bug in Support Platform - Unable to View Case Details

 Hello Docusign team,Is there a bug in the support platform? I am unable to check case details and receive the message "there was an error completing your request; please contact your administrator for help". This same error is also happening to other users within our company.Please help us resolve this issue.Thanks!  

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Community Moderator
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Newcomer
c.hollinsNewcomer
asked in eSignature
Automatic Combined PDFs

At the moment when a customer signs a contract both ourselves and the client are sent separate PDF attachments. All of clients and ourselves require the combined version, so we have to go in and download these individually for each contract. Would it be possible to automatically email over the combined PDF attachment once something is signed

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Community Moderator
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Newcomer
CaroNewcomer
asked in eSignature
Recipient set as "Allow to Edit" - edits they made are not saved

Recipient #1 was set as “allow to edit”.They got into the envelope fine, added an additional document to the envelope, and then edited/added a number of fields. All was looking good until they realized there was one last thing they needed to edit BUT they wouldn’t be able to do it until the next day.Pleased they were almost finished, they looked around to press save on all of the edits they had made thus far so they could return and finish it off the next day but, alas, there seemed to be no “Save” function. Ok it was me --- I looked around everywhere but could not find a “Save” option. I tried a bunch of different things and sometimes it looked like it was paused in “Correcting” mode and changes I had made were saved but then I’d go back in later and the changes were gone and it was back to the original version. Is there something I’ve missed that will for sure save my progress on changes I’ve started but not finished?Thx!   

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Community Moderator
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Newcomer
boniNewcomer
asked in eSignature
I'm stuck in trying to cancel! Help, please!

My account  is suspended as I no longer use it and I refuse to pay for something I won’t use.I go through the pages to cancel with Admin, but it wants me to pay before it lets me cancel. I’ve replied to the invoice thats sent to me to cancel, but nothing happens. How can I get rid of this? I haven’t used it in over a year.Thanks,boni

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Community Moderator
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Docusign Employee
Community UserLegacy User
asked in eSignature
Hello, I am getting this error message when I try to send the form....Account does not have permission to set Allow Comments.". I googled what this means and it says I must be an admin to manage this. I am an admin! Can anyone help me?

Note: By default, comments are disabled for an account. To enable comments and manage the settings for them, you must be an administrator with All Administration Capabilities. If the comments option is not available on your account, contact DocuSign customer support to enable the feature.

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Newcomer
J
Newcomer
JPSchNewcomer
asked in eSignature
Unable to Log In Error (Customer Support)

Is anybody able to get past the log in error loop? I was unable for several months, then I was shocked to learn that I could create a case about two weeks ago! I emailed back and forth with an actual person but now they have closed my case before it was finished. I am back in the login in error loop: 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 log in scenarios,  contact DocuSign Support  for assistance.“contact DocuSign Support” is a hyperlink, then I get stuck in the loop again. I have no idea how I was able to get past it last time. I am unable to recreate that access. I have had my account for several years.I’m thinking of opening a case with the Better Business Bureau. I see that several others have opened similar cases but a solution has never been offered.

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Newcomer
T
Newcomer
True CFPNewcomer
asked in eSignature
No option to 'Send' when opening an envelope

When I open an new envelope and add documents I am unable to access the usual @Send’ button’ in the right hand corner

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Community Moderator
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Newcomer
pkoNewcomer
asked in eSignature
Using a template with *up to* 4 signers, but won't complete unless all of them sign, even if I delete a couple.

I’ve created a template which, depending on the situation, needs to be signed by anywhere from 1 to 4 people. Take a case where I need 2 people to sign.So I choose “use template” and then if I only need 2 people to sign, I delete 2 of the signers. It reminds me that the fields for those signers will get removed, which is fine, and then I finalize and send my document.The problem is that even after those 2 people sign, the workflow tracking is still waiting for “the other 2 people” (who I thought I deleted) to sign for the document to complete.What do I need to do differently so I can have a template for up to 4 signers, but be able to use it with less than 4 signers and have the process complete?

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Community Moderator
J
Newcomer
JenLNewcomer
asked in eSignature
Email notification formatting: body of email is not centered

I’m setting up a new company in Docusign and I noticed that all email notifications are aligned to the left instead of the center. How do I change this?

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J
Newcomer
D
Newcomer
DTDDAVENewcomer
asked in eSignature
CUSTOMER SUPPORT - PLEASE CONTACT ME - HELP

Hi AThis is getting to the point of dispair and possible fraud i am starting to think you have automatically set up 200 envelopes/ 2 seats from 19/4/25 to 26 without allowing me to CANCEL / get a refund even though i dont want this service level I NO LONGER need this amount of Envelopes and therefore want to REDUCE the PLAN NOW !!!! and get back the £480 you have taken without my authorityI am getting to the point of looking into a LEGAL action against you now as you are not calling me back (3 days) and also not allowing me to cancel this service ONLINE - its really UNFAIR !!!  i will not need this level of enevlopes in the next 12 months and wish to take out a LESSER plan asap My number is +** **** *** ***Please can somebody in customer support kindly contact me asap   Thanks Dave

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Community Moderator
R
Newcomer
RaqimNewcomer
asked in eSignature
TEXT NOT SHOWING

I am uploading a pdf onto docusign, the text which I have inserted on the document does not show up.

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Community Moderator
A
Newcomer
AppycronNewcomer
asked in eSignature
Billing history not available

I can't view my billing history. I tried accessing it from chrome and safari also from different internet connections but no success. Can't contact support since I don't have a plan right now but I need the invoice

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Community Moderator
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Newcomer
Lieber1Newcomer
asked in eSignature
How can I change the Tag Colors?

Recently my tag colors are all of the sudden Pastel colors. When I need 3 signatures, I can’t even tell 2 of the colors apart because they are so light and almost exactly the same color...just maybe a slightly different shade of Baby blue for example. Can I change somewhere in setting to different colors? Thanks so much 

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Community Moderator
M
Newcomer
Max LingNewcomer
asked in eSignature
Add custom fields from bulk import into form

Hi everyone,I would like to use custom fields that I have imported via the .CSV file for the bulk message in a form that is being added.In the .CSV file I have the VAT code and a job title, but when I import the table, the extra data gets lost.And I can’t select “Data Field 1” or other custom fields to the document, when placing the placeholders for the Signature and the Date.

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Community Moderator
M
Newcomer
monikin7Newcomer
asked in eSignature
Charge after subscription was cancelled

Hi, I cancelled my subscription on January 2025 and I was charge for February. It is not letting open a case either, when I go the cases section the “New case” button does not appear. 

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Newcomer
K
Newcomer
kkhouryNewcomer
asked in eSignature
Collaborative fields on eSignature standard

Do collaborative fields exist on eSignature essentials Standard plan?Thanks

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Community Moderator
M
Newcomer
MPLikesEmailNewcomer
asked in eSignature
Guidance requested on emails and quarantine

We have emails from Docusign going to quarantine. I have read other posts where they are advised to whitelist Docusign. That is not an option because malicious emails are also coming from Docusign. Whitelisting would let all emails through - good and bad. Is it possible to log directly into Docusign to sign the document or is only the advice to whitelist docusign.net?

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Newcomer
M
Newcomer
MaxLeedsNewcomer
asked in eSignature
Docusign Checkbox

Followed the format. Clicked + on checkbox. Had a checkbox group. Went to Validation. Tried any number of them. Exactly 1. Range 1-4. At least 1. Doesn’t work. Makes each box required on preview or when sent to investors. 

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Community Moderator
S
Newcomer
spetersNewcomer
asked in eSignature
Bulk Send - What Price Package Will I need?

I will be sending the same form to about 900 customers. They each need to sign it and send it back. They will all be on separate schedules, so I hope that doesn’t cause delays. I’ll only need to do this once, and then 1 or 2 at a time. Same form though. Which sales package would I need? From what I’ve read, this could be accomplished in 1 envelope with bulk send. Though I would probably break it up into 5 or 6 envelopes. Am I thinking about this right?

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S
Newcomer
Q
Newcomer
qtphNewcomer
asked in eSignature
signed documents don't show up on my account page

I am able to find previously signed documents, even very old ones, by its IDs but they are not showing on my account page. Please advise.

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Q
Newcomer
A
Newcomer
ana STNewcomer
asked in eSignature
Sending business envelopes (QES) to signers who already verified their identity (personal email)

We may encounter the following scenario an would like to know if we are going to face any blockers. We are sending a document to a colleague John Doe - we have entered his business email and we are requesting the Qualified Electronic Signature (QES) from John. John received an email on his business email (as expected). However, John had already verified his identity, as he had to do it for some personal transactions a few months ago. Back then, he used his personal email address when verifying his identity.  The question is - can John sign (QES) the document sent “via” his business email address?Many thanks!

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A
Newcomer
W
Newcomer
weareNewcomer
asked in eSignature
I’ve added an anchor string for a signature in DocuSign. How can I automatically insert the signing date when the document is signed?

I’ve added an anchor string for a signature in DocuSign. How can I automatically insert the signing date when the document is signed?

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W
Newcomer
L
Newcomer
Lucine CenterNewcomer
asked in eSignature
Entering Information into pre-filled fields in a template before sending

I am new to DocuSign. I created a template using a combination of pre-fill tools and standard tools. I want our intake worker to be able to fill in the pre-filled tool elements (such as client name) before sending it out to the parent/guardian for signature. I tried to test it and I couldn’t figure out how to enter the client information into the field. Any guidance or tutorials would be appreciated. 

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T
Newcomer
M
Newcomer
Michelle MasonNewcomer
asked in eSignature
Pre Approval Before Sending for Signatures

Is it possible to add an internal approval level as the first person to see a document before it is then sent onwards for signatories? Basically want a manager to review documents before they are sent externally. We have eSignature Business Pro Edition for SFDC.Thanks 

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H
Newcomer
H
Newcomer
hurbsterNewcomer
asked in eSignature
IF formula

Hi,Hopefully someone has the solution for my issue: the total score (‘Score 1’) in my form must be translated into a letter grade according to the outcome. If the outcome is less than 1.99, it becomes an A; less than 3.00, a B; less than 4.00, a C; greater than 5.00, a D; and greater than 5.00, an E. What is a possible formula if the total score data label is 'Score 2' and the letter data labels are 'A', 'B', 'C', 'D', 'E'?Txs for your help! 

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Newcomer

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