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eSignature

Have Docusign eSignature questions? Find answers here!

  • 5,826 Topics
  • 18,326 Replies
5829 Topics
J
Newcomer
Jane888888Newcomer
asked in eSignature
Which plan is most appropriate for me?

I am on a DocuSign trial, but I’m not sure which features are only available for the Business Pro plan versus the Standard or Personal. The two things that are ‘higher level’ that I’m using are: grouped checkboxes (i.e. where there are five options, and I am setting a checkbox next to each option, and the signer is required to check exactly one out of the five options), and conditional fields (i.e. if one checkbox is checked, then one set of fields is displayed, and if another checkbox is checked, then a different set of fields is displayed) Are both these features available in the Personal and Standard plans, or do I need to pay for a higher-level tier? The Features summary on the pricing and plans website is very unclear. Thanks!

63
M
Community Moderator
J
Newcomer
JoselineNewcomer
asked in eSignature
Issue with loading documents with external signatures.

We have identified that DocuSign is not allowing the upload of documents with external signatures, which negatively impacts our operations by preventing us from receiving several important forms. We request that this issue be resolved as soon as possible.If an immediate technical solution is not feasible, we ask that a clear error message be implemented when filling out the form, informing the user that documents with external signatures are not supported. This would help avoid confusion and delays.

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J
Newcomer
D
Newcomer
DTDDAVENewcomer
asked in eSignature
CUSTOMER SUPPORT - PLEASE CONTACT ME - HELP

Hi A This is getting to the point of dispair and possible fraud i am starting to think you have automatically set up 200 envelopes/ 2 seats from 19/4/25 to 26 without allowing me to CANCEL / get a refund even though i dont want this service level I NO LONGER need this amount of Envelopes and therefore want to REDUCE the PLAN NOW !!!! and get back the £480 you have taken without my authority I am getting to the point of looking into a LEGAL action against you now as you are not calling me back (3 days) and also not allowing me to cancel this service ONLINE - its really UNFAIR !!! i will not need this level of enevlopes in the next 12 months and wish to take out a LESSER plan asap My number is +** **** *** *** Please can somebody in customer support kindly contact me asap Thanks Dave

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M
Community Moderator
M
Newcomer
MMaxwellNewcomer
asked in eSignature
Missing Account

What happened to my account? I went to login and it said that I don’t have an account with you under that email even though I have an annual subscription. I created a new account under the same email and all of my templates and agreements are gone.

336
M
Newcomer
S
Newcomer
SteveStoreyBatonRougeNewcomer
asked in eSignature
Scam or not?

About once a month I get an e-mail that says someone may have accessed my account (through COINBASE this month) and they want to know if I authorized this or not. When I called the number (a Los Angeles area code, not a 1-800 number) I got someone who really didn’t speak English. The e-mail LOOKS like it came from docusign, but how can I tell if this is legit or if this is a scam? Thank you.

121
M
Community Moderator
R
Newcomer
richard1785Newcomer
asked in eSignature
DocuSign locking branding for small businesses

I have just updated my account from monthly to annual and discovered the branding functionality has been locked (with no warning). On investigation I have been told this functionality is now only available to enterprise customers paying four figures a month. For small businesses this greatly reduces the value of platform and is a huge change to bring in without any kind of communication. Very disappointing. Hopefully this is something the platform will reconsider

795
M
Community Moderator
W
Newcomer
wnasNewcomer
asked in eSignature
Former Employee is Main User

Dear DocuSign Support, I would like to cancel our DocuSign account. The account was originally created by a former employee, who was set up as the main user. I only had access to the signing function. Now that this employee no longer works with us, I am unable to log in to his account to manage or cancel the subscription. Could you please advise me on how to proceed with the cancellation under these circumstances? Thank you in advance for your help.

71
M
Community Moderator
A
Observer
abtosoftwareObserver
asked in eSignature
verification number

Hello, i have a problem. verification number i have registered, is not working properly. Sms codes are not incoming any more. Once i was registering i have obtaied sms code. Now i want to change my verification number but i cannot. Who can help me to do it.

351
M
Community Moderator
Z
Newcomer
zabaNewcomer
asked in eSignature
email for esignature not received

I did not receive the email to sign a document (I suppose the other party recipient also dit not). What is the problem here.

61
Hengfeng Ge
Frequent Contributor
C
Conversation Starter
CCO MedicalConversation Starter
asked in eSignature
Document Visibility and Conditional Routing

I am looking into how to set up Document Visibility settings together with conditional routing, so that when a value is triggered in a dropdown field, a new envelope containing the different document will be sent to the same recipient's email address. For example, My template is an application for paid parental leave. The signer has the choice to select Mother or Father from a dropdown field. If mother is selected, I want a new envelope with additional forms to complete to be sent to the signer. I would really like this to be a WebForm if possible.

143
Vinicius.Rodrigues
Docusign Employee
G
Newcomer
gilyNewcomer
asked in eSignature
frustrating trying identifying liveness with elderly person

I am reaching out regarding a recurring issue with the facial recognition process in the DocuSign app. The individual (my mother) attempting to sign is a very elderly user who is unable to complete facial recognition despite multiple attempts under proper conditions (adequate lighting, camera functioning, in-person assistance) and my assistant. I kindly request the following support: 1. An alternative authentication method or more time to do the face movement . 2. Recommendations or features adapted for elderly users or those with physical limitations. 3. Any guidance to help us complete the signing process. Thank you Gily

40
G
Newcomer
T
Newcomer
Tanaka AxbergNewcomer
asked in eSignature
Online Notary in Washington

I would like to become an online notary with Docusign. Do I need to be invited by a company, or is there another way to do this work for Docusign?

81
M
Community Moderator
M
Newcomer
mauerbachNewcomer
asked in eSignature
Allow different Document Retention Policies by Template or Envelope

Our unit has different types of DocuSign envelopes that have different retention policies per federal and institutional policies, so we are unable to use the current global “document retention policy” setting. We would love to be able to specify the retention period on a template or envelope basis at the time the envelope is created. Example: Envelopes created based on template A have a document retention period of 90 days. Envelopes created based on template B have a document retention period of 5 years. When creating an ad hoc envelope, one of the envelope setup options should be “set envelope retention period?” with the option for the sender to specify one.

111
M
Community Moderator
T
New Voice
Teri.MaierNew Voice
asked in eSignature
Bulk Send Reporting

Is there an admin report that I can run to see which envelopes were sent as part of a Bulk Send job? We are about to renew our contract and we are considering adding the Retrieve feature so that we can mass download completed envelopes. Before we do this, I want to know who else in the firm, if anyone, uses Bulk Send. If I am the only one who uses Bulk Send, then Retrieve probably is not necessary. I have full admin access and can run any available reports. Thanks, Teri

71
J
Community Moderator
A
Newcomer
andreamwillsNewcomer
asked in eSignature
Receiving copy of signed document via fax

Can the last role in the signing order be “Receives a Copy” with a Delivery of “Fax”? The business unit wants all signers to receive documents via email but then once signed, the BU would receive the signed documents via fax.

276
M
Community Moderator
Clovis
Newcomer
ClovisNewcomer
asked in eSignature
How to retrieve a copy of a document that I signed electronically and did not have a copy and the link has expired

I am a tenant and the realtor sent me my lease to sign. After signing, he did not send me my own copy after he has verified it. He did not send me a copy and I did not download the document I signed. The link has expired. Is there any means by which I can have a copy of what I signed?

47778
H
Newcomer
C
New Voice
Carla LopezNew Voice
asked in eSignature
I was charged even after canceling subscription

My DocuSign subscription was going to renew 04/16/2025 so I cancelled the subscription on February 26, 2025. I received confirmation that the subscription was going to be cancelled April 15th 2025 (Subscription Cancellation attached). I checked my account today April 04/17/2025 and I see that the renewal amount $591.78 was charged to my account. I have tried to submit a case to DocuSign Support to get the refund, however, my account is now a free account and DocuSign only allows paid accounts to create cases, not free accounts. They downgraded my account to a free account the minute the subscription ended, but still took the money for the renewal right away. Trying to get in contact with anyone has been practically impossible and incredibly frustrating. This is a very deceptive business practice. If I don’t have a response in a timely manner I will be getting in contact with my bank to initiate a chargeback.

10923
M
Community Moderator
E
Newcomer
EstherKerkhofNewcomer
asked in eSignature
Problem activating account

I write this question from a different account then the one the question is about… I created and paid for an account per my work email. Got the payment confirmation, but no activation email. When I contacted sales, they can see my account is set on “no paying costumer”, but I did pay! When I try to login I get an email saying there is no account on the concerning mailadres. But sales can't help me and I can not log in to make a support ticket! Help!

454
J
Community Moderator
U
Newcomer
Unhappy CustomerNewcomer
asked in eSignature
billing issue and not able to contact the support center

I was auto renewed and charged for my account yesterday that I was not intended to, and I haven’t used Docusign for a while. I canceled my account immediately, but Docusign won’t stop my plan till a year later and said I was not eligible for a refund. I was trying to contact the support center to open a case to get refund but found that I was not able to log into the support center. It was extremely difficult and frustrating to follow the online instructions and messages, and it took me hours searching on solutions and I still couldn’t log in to the support center. Can anyone help me from there?

152
J
Community Moderator
M
Newcomer
MDH71Newcomer
asked in eSignature
How do I access a document for another person?

My step father passed last year and I am trying to help my mother access a contract on this site to avoid having a lien placed on her home. I have the POA, etc., necessary to do this on her behalf. I tried using the contact support link to speak to someone, but it is impossible. Any help is appreciated.

62
J
Community Moderator
A
Newcomer
AustinGNewcomer
asked in eSignature
Assistance Finding Limits on Enterprise Pro ESignature Account

Hello, I’m currently the admin for an enterprise pro account for DocuSign eSignature with our Salesforce and I’m trying to find any limits (licenses or templates) that can be used on this plan. On the page it says only personal plans you can see the limits but I want to see what limits there actually are before adding a bunch of users and creating more templates. Does anyone know where I can find this or with this account plan what those limits are?

71
M
Community Moderator
V
Newcomer
Vince the brokerNewcomer
asked in eSignature
How to allow customer to choose signing options

I am a mortgage broker and we need clients to sign an insurance waiver where they can apply for life insurance to cover their mortgage or waive it. In either instance we need them to initial beside apply or waive. How do I create a spot for them to choose where to add their initials in one of two spots like an either or option. They would either choose to add their initials beside apply or add it beside waive. They have to choose one but not sign bothThank you for any assistance you can provide Cheers

184
M
Community Moderator
P
Newcomer
paytonjsNewcomer
asked in eSignature
empty document keeps getting sent

Hello, I am trying to send over a document for two people to read and sign. They cant read what i have filled out in the document blanks with the “text”tool. they just receive my blank template with nothing filled in. How do i fix this?

92
M
Community Moderator
S
Newcomer
StrohllegalNewcomer
asked in eSignature
How do you change the format on date so it reads _____ day of _________ , 20____

How do you change the format on date so it reads _____ day of _________ , 20____

132
M
Community Moderator
K
Newcomer
KatonksNewcomer
asked in eSignature
Upload a large excel work book with tabs

Hi Could anybody tell me if it is possible to upload a very large excel work book with quite a few tabs with different information on them so it opens in sequence or would i have to separate each tab and load separately ? and what is the permitted allowed size to be uploaded Thanks Katonks

92
M
Community Moderator

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