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I am employed by an organisation that annually requires a large number of parties to each sign (two signatories) an agreement via DocuSign in order to participate in our programs. I suspect that most of the parties are not themselves DocuSign clients.

We provide a link, which takes a party to the page that requires the first signatory to enter their own details (name and email address) and the second signatory’s details, which enables both signatories to sign the agreement in turn.

This year, the first signatory of one of the parties has signed the agreement but a problem has arisen with the second signatory: the second signatory has recently inherited a generic address, which was entered in DocuSign last year by the person who previously held the second signatory’s position, So, even though the new second signatory has entered their name as the second signatory, DocuSign apparently defaults to last year’s user by inserting their name and initials for confirmation and prompting the new second signatory to adopt the previous second signatory’s signature.

Does anyone know how this issue can be addressed, either from my organisation’s end or the signatory’s end?

Regards

Gunner 

 

 

 

 

 

Hi @Gunner,

 

Welcome to the Docusign Community!

 

We are glad to have you here and can't wait to help share as much knowledge as possible.

 

I am sorry to hear that your signer is unable to adopt their own signature and initials, but I will assist you in solving the issue. A quick workaround to this issue would be recreating the envelope, and slightly changing the recipient’s name, this will trigger the creation of a new record in eSignature’s back end that will allow the adoption of a new set of signature and initials. If this is not a viable option for your use case, DocuSign Support can assist in deleting the old recipient record.

 

https://support.docusign.com/en/contactSupport 


 

If you cannot open the case on the same page, you should scroll down to More Support Options and select "I can't reset my password or don't have an account." you will have the option of filling out the form or calling Support.

 

Feel free to let us know if you need further assistance with this. 

 

Thank you for using Docusign, we hope you have a wonderful rest of your day! 

 

Best regards,

 

Alejandro R. | Docusign Community Moderator  

 

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

​Hi @Gunner,

 

I hope you are doing well.

I would like to confirm if you were able to solve your issue by utilizing the solution that was suggested?           

If so, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Otherwise, feel free to let me know and I will gladly help you address the situation as soon as possible.

 

Best regards,   

 

Alejandro R. | Docusign Community Moderator   

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

@Gunner 

Seems like you should be able to go into your contacts (preferences - contacts) and delete/edit the contact so that the correct name for the generic email shows up.

good luck

mr1

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