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Have Docusign eSignature questions? Find answers here!

  • 5,831 Topics
  • 18,344 Replies
5834 Topics
K
Newcomer
KmiloNewcomer
asked in eSignature
Envelope Allowance Exceeded on demo developer account

Hello, hope you all are doing great, I am testing a DocuSign integration for my job (my company has a payed plan but I am using a free demo account just to test things out), and today I got the following error message: ENVELOPE_ALLOWANCE_EXCEEDED: The envelope allowance for the account has been exceeded. The only thing that changed was that I started testing SMS authentication, wich might be the reason for the error. (current usage = 12) In my demo account it says that I have have an Umlimited number of Envelopes. Please help and thanks.

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Community Moderator
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Newcomer
chrisdavNewcomer
asked in eSignature
Can't verify account via SMS: "Enter a valid phone number"

Hi, I am trying to create a new account on Docusign. However, during SMS verification I get the error: “Enter a valid phone number.” My phone number is valid and I have tested both my U.S phone number and Swedish phone number - both are being rejected as not valid. Among others, I have mainly tried the following formats: +1 XXXXXXXXXX +1 XXX-XXX-XXXX +46 XXXXXXXXX There are no spaces in my input when I’m submitting. This is effectively blocking me from starting a new account, and there is no way for me to reach support since on this account, which seems to be an old account I’ve had active for a long time, on the support case page there’s no button for me to open a new case. I tried calling the corporate number +1 877-720-2040 and it just redirects me to contact via the support page, which I can’t log in to on my new account since the phone number is not verified, and I can’t start a new case on this account because the button to start a case does not exist. Please advise.

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Community Moderator
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Newcomer
diana.murciaNewcomer
asked in eSignature
New Subaccount Provisioning Request

Hello DocuSign Community, We need your help enabling the "New Subaccount Provisioning Request" option that appears in the Partner Portal. We received a message stating that, starting February 1, 2025, isvlicenseprovisioning@docusign.com will no longer accept Provisioning Request Forms for ISV Embeded sub-account provisioning. We also explored the alternative of cloning accounts, but this option is not available nor suitable for us. We would appreciate your support in enabling this option, since we need to create one really urgent. Also we’ve been creating a lot of cases to docusign’s customer support team and partner portal and we do not have an answer. PLEASE HELP! CASE: 14911810 , 14914393 Thank you in advance!

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Community Moderator
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Newcomer
luxeNewcomer
asked in eSignature
Webform Notification Results

Is there a way I can have the results of a completed webform automatically emailed to my inbox?

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Community Moderator
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Newcomer
igutowskiNewcomer
asked in eSignature
Document visibility in envelope

Hi, starting with accoung details: I have business pro plan, and i am one and only user of a account, with DS admin status. I want to send envelope with 3 documents, but i don’t want to permit one of the recipent to take a look on one of the document, but he have to sign 2 other ones. I read that it is possible, but in Sending Settings I don’t see receipents privilages, so I can’t modify it. Could you please give a hand with that topic?

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Community Moderator
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Newcomer
MlawNewcomer
asked in eSignature
How to verify a scanned document ?

I’ve received a scanned version of a docusigned document. How do I verify the type of signature (qualified e-signature or not) and the validity of the signatures ? I have the number of the envelope and dates, not the certificate of completion. I cannot ask for more documents.

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Community Moderator
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Newcomer
AikenCNewcomer
asked in eSignature
How can I get a refund if they want me to oay again just to get in person support?

How can your request a refund or get customer service without having to pay again for a service that didn’t work for you to begin with? We would love to hear from anyone with success in refund issuance, or anyone that was charged an amount incongruent with the posted fees, & managed a resolution. Our experience is below, & thanks in advance for any advice. Immensely frustrated with DocuSign in its current state. I had DocuSign for years through my other company & loved it. When the need arose for electronic signatures in the fall of 2024, following Hurricane Helene, I immediately turned to my previously trusted resource, DocuSign. I used many of their apps & services, including Salesforce for years! Now it has been a few years, but in my wildest imagination, I could not have expected a 180° departure from the culture that I had experienced for all those years. It didn’t take long to realize after one month that we needed to upgrade from 5 envelopes a month to 100, since now envelopes a

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Community Moderator
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Newcomer
a.k.sanguiNewcomer
asked in eSignature
Customization for "received envelope" email

Hi community, I would love to customize the email that our customers receive when an envelope is completed. Is there a way? In the template editor, I only see an option to add text; images and formatting are not allowed.

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Community Moderator
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New Voice
ACOUNew Voice
asked in eSignature
Customize all of Docusign emails with variables

Hello, According to your documentation, it isnt possible to customize emails sent after "Voided", "Declined" and "Complete" status with data specific to our company. However this is possible with signing invitation email in the case of remote signatures. Am i wrong ? Why can we customize only one mail ? Regards, Arthur

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Community Moderator
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Newcomer
A-TeamNewcomer
asked in eSignature
Service Templates Keep Disappearing From My Template Menu

My service agreement templates have recently disappeared from the menu. I was using the same agreement template for a long time and it disappeared from the menu. I changed my password and I uploaded a new updated template and now after one use it has disappeared from my template menu. What’s the problem? I’ve been using DocuSign for years without issue; so, this is a new problem and I don’t understand why it keeps happening.

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A
Newcomer
J
Newcomer
justinwickerNewcomer
asked in eSignature
Attachment combination for Certificate & Summary page

I saw on a previous post about a being able to combine a Certificate of Completion and Summary page via email attachment wasn’t supported and I wanted to see if that is still the case? Other document signature apps have this figured out and I’m surprised that DocuSign doesn’t have this as an option as users really want to minimize the amount of documents received within their email but want to also receive everything within one .pdf file. Here is the post I’m referring to:

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Community Moderator
H
Newcomer
Habichuela2025Newcomer
asked in eSignature
Radio Buttons & Auto Navigation - change in 2025

Hi DocuSign Community We have noticed that the system or backend of DocuSign has changed--we first noticed this change in November of 2024. We have been using DocuSign for at least 3 years and our documents/envelopes use a lot of radio buttons. The User Experience used to be that the “auto-navigation” of the envelope would take the ‘signer’ to each individual RADIO BUTTON GROUP. As of Nov. 2024, we have noticed that something on the backend has changed and the auto-nav of our envelopes is requiring the ‘signer’ to “choose” and simultaneously required to click through EACH INDIVIDUAL RADIO BUTTON, regardless of whether they are choosing it or not. This is super frustrating and we have gone back and forth with the customer support team and they refuse to acknowledge that this is a change in the UX. To illustrate the problem explained above. Please see a sample of a DocuSign envelope we might set up: Pre November 2024 The Auto-Navigation would take the signer in the following order of the

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Community Moderator
D
Newcomer
DonnaTorontoNewcomer
asked in eSignature
Initial View of PDF BEFORE Adding Any Fields

I circulate A LOT of documents, and find that I’m wasting a lot of time changing the initial view size of the PDF. I upload the PDF into my template and click on ‘Next.’ When the PDF opens in the next screen -- the Zoom size is set automatically to ‘Fit to Width.’ This makes the PDF very small on my screen, so before I can add any fields, I’m wasting time resizing the view and scrolling around the screen to locate it. Is there a setting for changing this Zoom size so I no longer need to manually resize the PDF each time? Thank you.

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Newcomer
I
Newcomer
Impact MontanaNewcomer
asked in eSignature
TechSoup- unable to add extra purchased seats, renewl few shows full price not discounted price

The codes purchased through Techsoup are not working to add extra seats that I just purchased. Our renewal rate is set to renew at full price instead of the perpetual subscription price we paid last year. I have opened a support case with Docusign, I then added another support case with Docusign since the department my original case is going to doesn't seem to understand the issue. Please help

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Community Moderator
K
Conversation Starter
KatrinConversation Starter
asked in eSignature
Change name of subscriber after first signature

Hello, in our company we have numerous employees who just need to sign documents and who do not need or do not want to have an own DocuSign user account. When these colleagues receive an envelope to sign for the first time, they enter their name and initials and choose a signature style. Now it has happened more often that some of these colleagues have forgotten a prefix that they have to put in front of their name. Is there a way for these colleagues to customize their name after their first signature, i.e. add the prefix, without having to have a DocuSign account? I found the solution to change it in the “Signature Adoption Configuration”/Lock recipients name but I only see these settings in our developer account, not in our live-account. I am an org admin and we obtain an individual DocuSign volume-based plan for our company. Best regards, Katrin

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R
Community Moderator
c2wjones
New Voice
c2wjonesNew Voice
asked in eSignature
How to chat with actual live agent?

The Docusign bot is failing me. The bot will not connect me to a live agent. The module keeps taking me in circles. It wants me to open a new case. The Docusign support page will NOT allow me to open a new case despite being a paid member. There is a glitch with their system. It shows me past cases, but there is no opportunity to open a new case.

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Community Moderator
J
Newcomer
JunitaNewcomer
asked in eSignature
Bulk Sending

Hi So I am currently operating on the Business Pro Account and need to make use of Bulk Sending . But the option does not appear at all. I have contacted support but I am not receiving any response. If anyone is able to tell me how to check the setting or enable Bulk sending please.

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Community Moderator
T
Newcomer
tuyettruc0703Newcomer
asked in eSignature
Date Time Status Envelope is Expired

I see time expired, it will be within the 24-hour timeframe. I has created Envelope on 24/1/2025 19:04 - expired: 9/2/2025 17:58 Envelope on 24/1/2025 16:05 - expired: 8/2/2025 17:54 I don’t clear about time expired for cases above. And Envelope status is Voided for case Deleted or Expired. So, I can’t determine to divide case Deleted or Expired. Best regards,

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Community Moderator
J
Newcomer
joegaff76Newcomer
asked in eSignature
The envelope allowance for the account has been exceeded.

Hello, up until today, I have always used the free version of DocuSign with no problems. I ONLY sign my own documents that I prepare; I never send them via email to be signed by anyone else. I never ran into any issues with the number of documents I could sign. Since i never send them, I never had to worry. As a matter of fact, my homepage still says I have 2 sends left. However, when I tried to upload a new document to sign, I received this message: “The envelope allowance for the account has been exceeded.”. As I previously mentioned, I never had to worry about a signing limit. I’ve signed many documents in a month, sometimes over 15 with no issues. I’ve been using DocuSign since 2018. Can someone help?

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Community Moderator
R
Newcomer
refresh00Newcomer
asked in eSignature
How can I contact support?

Hi! I have a paid plan. The billing history fails to load. I am trying to contact someone from the support team but all I see is that I can not open a case and I can also get wrong answers from the bot. How can I talk to any human to get the invoice and send it to our accountants?

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Community Moderator
S
Newcomer
SheridNewcomer
asked in eSignature
Need help

I have a signed document and it came back to me as signed but with the words across it “IN PROGRESS” Its very time sensitive and I cannot find a live support person to talk to. What kind of business is this? Does anyone know why this is happening and how to fix it fast? Thank you Sheri Davis

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Community Moderator
F
Newcomer
FamilyLife PurchasingNewcomer
asked in eSignature
Required signatures not signed, but envelope completed

Hello! I’ve created many previous templates. This time when I created a template and added in required signatures, it did not work as expected. The envelope came back to me as completed without the signatures that were required. I have a document that I need to fill out some info. Once I have completed my part, I need to have some approval signatures. I have every field as a required field. Also, I have two of the signatures as conditional signatures, but I didn’t need them on this particular envelope. I’m not sure what’s causing this and would love some help troubleshooting this issue. Thanks!

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Community Moderator
J
Newcomer
JessKobos
asked in eSignature
Completed Envelops Still Showing action required

A user has envelopes that have been completed several weeks/months ago but still show up under Action Required. There is no action needed & the original envelopes are showing completed on the sender’s end. How to fix this? We’ve already tried the troubleshooting steps below with no fix: Clear cache/cookies Try a different browser(s) Try an Incognito window Try a different device Try a different Internet network, such as on a mobile device using data with Wi-Fi disabled. Try using VPN, or if on one already, disconnect from VPN and try again

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J
Newcomer
A
Newcomer
Astrid KraftNewcomer
asked in eSignature
Payment not accepted

Hi, I have bought a standard esignature plan, but now it says that my payment was not accepted. Independent from which payment method I choose. At the same time I also cannot just cancel the plan anymore. Thanks in advance for support! Astrid

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Community Moderator
K
Newcomer
Kris BeischerNewcomer
asked in eSignature
Keep getting a message that says - your session has timed out

When a person goes to sign the document - a message pops up saying your session has timed out. They opened up the document and clicked on start or go to the signing page and then this message pops up. Please help Thank you Kristine

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Community Moderator

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