Hello,
I recommend opening a case with DocuSign Support and requesting the support agent to review the current configuration at the backend to confirm if the feature is enabled or not.
A case is needed because the support agent will review Private information that cannot be disclosed in this public forum.
https://support.docusign.com/s/articles/How-Do-I-Open-a-Case-in-the-DocuSign-Support-Center?language=en_US
Let us know if you need further assistance with this.
Best regards,
Christopher | DocuSign Community Moderator
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