Skip to main content
arrow-left Back to Docusign.com
Solved

DocuSign PDF shows page as blank with credit card information

  • June 17, 2025
  • 2 replies
  • 41 views
W
Newcomer
Forum|alt.badge.img

We have a user who updates and signs the same PDF using DocuSign for different customers. One page has credit card information on it. This user can view all the PDF pages after signing it. Other users can also view all the PDF pages in most cases. But sporadically, only the page with credit card information shows up as complete blank to other users. In certain cases, only a portion of this page with credit card information is viewable to other users. 

I have tried viewing the PDF using Foxit PDF Reader and Adobe Acrobat Reader and removed any security restrictions in both the PDF Readers with no success. I want to determine how to resolve it.

Best answer by Jenny.Martin

Hello ​@WIuser,

Thank you for reaching out, and welcome to the Docusign Community! I appreciate you bringing your question to this Community.

Is this a completed envelope? You may try flattening the document. Flattening the PDF merges all layers into a single static document, which can resolve display issues for all users.

To flatten a document, follow these steps:

  1. Open the PDF in your preferred PDF viewer. Note: Your steps may vary depending on the PDF viewer you use.
  2. Click the File menu, then click Print.
  3. Select a PDF Writer from the Printer list, then click Print. Common PDF writers include Adobe PDF, Foxit Reader PDF Printer and Microsoft Print to PDF
  4. When prompted, choose a name for the file, then click Save.

If you continue to experience issues after trying these steps, I recommend reaching out to Docusign support directly to investigate further. Open a case in the Docusign Support Center 

I hope this information helps. If you believe this response effectively addresses your question, please click “Select as Best” to help other users with similar questions, locate it more easily.

Should you require any additional assistance, feel free to reach out. Thank you!

 

Regards,

Jenny | Docusign Community Moderator

If this helped, feel free to click "Best Answer"!

 

2 replies

J
Community Moderator
Forum|alt.badge.img+13
  • Jenny.MartinCommunity Moderator
  • Community Moderator
  • Answer
  • June 18, 2025

Hello ​@WIuser,

Thank you for reaching out, and welcome to the Docusign Community! I appreciate you bringing your question to this Community.

Is this a completed envelope? You may try flattening the document. Flattening the PDF merges all layers into a single static document, which can resolve display issues for all users.

To flatten a document, follow these steps:

  1. Open the PDF in your preferred PDF viewer. Note: Your steps may vary depending on the PDF viewer you use.
  2. Click the File menu, then click Print.
  3. Select a PDF Writer from the Printer list, then click Print. Common PDF writers include Adobe PDF, Foxit Reader PDF Printer and Microsoft Print to PDF
  4. When prompted, choose a name for the file, then click Save.

If you continue to experience issues after trying these steps, I recommend reaching out to Docusign support directly to investigate further. Open a case in the Docusign Support Center 

I hope this information helps. If you believe this response effectively addresses your question, please click “Select as Best” to help other users with similar questions, locate it more easily.

Should you require any additional assistance, feel free to reach out. Thank you!

 

Regards,

Jenny | Docusign Community Moderator

If this helped, feel free to click "Best Answer"!

 

J
Community Moderator
Forum|alt.badge.img+13
  • Jenny.MartinCommunity Moderator
  • Community Moderator
  • July 3, 2025

Hello ​@WIuser,

I hope you are doing well. I want 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.

 

Regards,

Jenny | Docusign Community Moderator

Code of ConductAccessibility statement

Docusign Community

Code of Conduct