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I have sent a document for signature, very simple one. Then I upgraded my account and have tried to send another document but I get the message “

Account does not have permission to send to Certified Delivery recipient type.”. I’ve no idea why it worked previously on an unpaid account and now won’t work. I’m sending to the same recipients.

I’ve tried to open a case for help from support but I’m told I have to have a “Paid Plan”, which I do! Then when it prompts me to upgrade for support, it says I have the current plan…..

Totally stuck. No idea what could be wrong and no support accessible from Docusign...

Could share the screenshot how you added this recipient? Not meet this error before.

 

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Hello ​@dwphelan,

Thank you for reaching out, and welcome to the Docusign Community! We're sorry to hear about the issue with sending envelopes and we know it can be frustrating when it hinders the completion of tasks. Let's work together to resolve it.

To start, check if one of the recipients has the Needs to View role. If yes, please have your eSignature Administrator take the following steps:

  1. Log in to Docusign.

  2. Select the Admin tab and in the left menu, select Sending Settings.
    Enable needs to view role.png 

  3. Below Recipient Roles, make sure that the box next to Enable needs to view role is checked.

More information here: DAL error: “Failed to update one or more template recipients.”

Regarding the case you opened, mind sharing it with me via private message? Thank you!

 

Regards,

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

Hey ​@dwphelan,

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!

 

 

Best,

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

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