Custom Email Resource XML file not updating (Last Updated timestamp stuck / Default template still showing)

Question

Hi everyone,I’m facing a technical issue with Custom Branding, specifically when trying to customize the Email Resource File (XML). I'm hoping someone here has encountered this before and found a solution.The Setup: I modified the standard Email Resource XML file to apply a custom HTML layout for the main signing invitation email. Specifically, I updated the HTML code inside this tag: <data name="EnvelopeActivation_HtmlBody">The Problem:When I go to my Brand settings and click "Upload Email Resource", the system validates the XML file successfully and shows the green "Changes updated successfully" message.However, the "Last Updated" timestamp next to the Email Resource file does not change. It remains stuck on an older date/time, ignoring the current upload.When I send a brand-new Envelope using this Default Brand, it completely ignores my custom XML and continues to send the old "DocuSign Default" template Has anyone experienced this where DocuSign says "Success" on upload but refuses to actually commit the changes or update the timestamp? Is this an account enablement issue that requires Tier 2 support, or is there a trick to force the backend cache to clear?

Luke.Cervantes · Answer

Hello ​@Yahia,Thank you for reaching out here in the Docusign Community. It’s great to have you here!I understand you are encountering an unexpected behavior with your Email Resource File (XML). It is definitely frustrating to receive a “Changes Updates successfully” message while seeing that your custom HTML changes are not actually being applied.Because the system is validating the upload but failing to commit the changes, this issue could potentially be a product issue or require backend intervention. It would be best to open a support case with us directly so our technical support team can thoroughly investigate and troubleshoot this concern for you.You may open a case here: Open a case in the Docusign Support CenterThank you for your cooperation! Let me know if you have any questions.Best Regards,Luke | Docusign Community ModeratorIf this helped, feel free to Like👍and click "Best Answer."

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