Docusign Package requiring a fax number

@Shannon - Under Sending Settings, do you think this setting might have been enabled? 

Hello,

We are also having the same issue.  All of a sudden our DocuSigns are requiring a fax.  We have unchecked the “fax” box in settings but that has not fixed the issue.  Trying to figure out how to get around this requirement for a fax number.

Hi @Shannon and @Sarah M,

I hope you are doing well.

I would like to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

Christopher | Docusign Community Moderator

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

I’m encountering the same problem. Can someone post the solution here? 

Hi @CommunityUser1,

I hope you are doing well.

I would like to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

Christopher | Docusign Community Moderator

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

I’ve been using DocuSign for more than a decade and today is the first day this fax number glitch has occurred. It is asking or a fax number for each receipient and yet the box is greyed out so I couldn’t provide one even if my customers had a fax, which they don’t.  How can I get this fixed?  I contacted support and they essentially didn’t read the question and asked for a fax number.  Help.  

Hello ​@SEFLRealtor,

Thanks for reaching out to the Docusign Community—it's great to have you here! I am sorry to hear you’re experiencing this issue.

• Could you please let us know if this is happening with all the envelopes you’ve sent?
• If possible, could you share a screenshot of what it looks like from the recipient’s side?
• Additionally, providing the envelope ID and case number would help us investigate the issue more thoroughly.

Looking forward to your response.

Regards,

Jenny | Docusign Community Moderator

I’ve been a DocuSign account holder for 10+ years and had never had any issues sending documents for signing. This time I uploaded a pdf contract for signatures and when designating the signers everything worked until I tried to go to the next page to insert the tabs for initials and signatures. A “fax” field popped up under each signer’s email and it was mandatory to fill it out however, the field itself was grayed out. Plus these consumers don’t have faxes.  I contacted support. We were finally able to align our schedules and support suggested it is possibly a document issue so she had me load it into the template section instead of the normal home page area. That seems to have solved the issue. So thank you support for getting this solved today. 

Hi again, ​@SEFLRealtor !

That’s great to hear—glad things are working now. If anything else comes up or you hit another roadblock, don’t hesitate to reach out here in the Community.

Wishing you a smooth rest of your day!

Regards,

Jenny | Docusign Community Moderator

The last fix was temporary and didn’t solve the issue for the long term.  I did get back in touch with support and it turns out that when I changed my plan from a monthly plan to an annual plan it somehow reduced the plan to a “Standard Plan” which doesn’t work for my purposes.  It turns out I need the NAR plan in order to use DocuSign as intendded and to have the full suite of features.  So docusign cedited the annual payment for the standard plan and then I purchased the NAR annual plan and the issue was completely solved.  It is unknown why the plan was changed from what I have had over the years. But at least it is permanently solved.