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Have Docusign eSignature questions? Find answers here!

  • 5,656 Topics
  • 17,777 Replies
5658 Topics
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Newcomer
deroitNewcomer
asked in eSignature
Unable to cancel subscription, open new case, or get refund

I have been trying since last April to get subscription canceled, get refund and thought it was taken care of until I got renewal notice in email tonight. It won’t let me open a new case to have them call me or respond to this request. So this forum will hopefully get the attention it needs to respond to the attached emails last year…. SEE ATTACHED The attached files have been removed. Please see DocuSign Community Guidelines and Code of Conduct .

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M
Community Moderator
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New Voice
HC967New Voice
asked in eSignature
Need Docusign Forgery Expert ASAP

I was presented with a DocuSign Envelope in 3 pieces: Document 1 Document 2 Certificate of Completion On opening in PDF Document 2 has a visible Envelope ID, and a second Envelope ID layered UNDER the visible ID. The signature on each of the 3 Documents is missing the DocuSign Security Certificate. The Certificate of Completion Time stamps are out of date order. I did not receive a copy of this envelope in my email or in my DocuSign account. When opened in Adobe PDF viewer the signatures cannot be validated. I have reported this to DocuSign security however I have heard nothing back. Can someone point me in the direction of an expert that can validate that this is a forged document? Thanks much!

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Community Moderator
K
Newcomer
KennethNewcomer
asked in eSignature
Links to guidance documents

Morning Is there a method for adding links to guidance documents on the DocuSign landing page to assist internal users when creating envelopes? These links would allow specific teams to access a set of signing instructions. Many thanks for viewing. Kenneth

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M
Community Moderator
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Newcomer
HKarcherNewcomer
asked in eSignature
User Contact Support Directly

The Admin Release Notes dated March 12th indicates that all users now have the ability to contact Support directly. Is there a way to disable this new feature? We want our users to direct all their issues to our internal HelpDesk.

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Community Moderator
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Newcomer
JbailNewcomer
asked in eSignature
I was charged after Canceling My account.

2/13/25 I cancelled my Docusign Account, and have confirmation of it. Yesterday I was charged $850 +/- for the renewal. What I am gathering, is that I can not get any support on the phone, and when I log in to ‘Make a ticket’ the only option for me is to see my old created tickets but not create any new ones. I presume this is since my account has been made in to a ‘free account’ can somone help me get the refund on my Credit card I should have?

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Community Moderator
K
Newcomer
Kardo.sNewcomer
asked in eSignature
I can't download invoice from February 2025

Hi, When I try to download my invoice from February 2025, I keep encountering this error. I’ve tried different browsers, cleared my cache, used multiple devices, and even created a support case, but nothing has worked. I urgently need this invoice for my monthly accounting—please assist!

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Community Moderator
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Newcomer
ICare MayNewcomer
asked in eSignature
Help! Accidentally Purchased DocuSign Plan and Need Refund

I recently received a DocuSign document from another company, and I thought I needed a paid plan to sign it. So, I proceeded to purchase a plan. While selecting, I accidentally chose the Annual Plan instead of a monthly one. Soon after, I received an order confirmation email and realized that I had been charged a significant amount. To fix this, I then selected a Monthly Plan, thinking it might switch my plan. But now I’m confused—did my plan actually switch to monthly, or did I end up purchasing two plans? Later, I found out that I actually don’t need a paid plan to sign documents sent by other companies. So, I decided to cancel my plan immediately. I followed the cancellation instructions, but my account still shows that the plan will only terminate next month. I have not used any features at all, and I just mistakenly purchased this plan a few minutes ago. I want a refund, but I can’t seem to find any customer support to contact! Does anyone know how to get in touch with their suppo

81
Hengfeng Ge
Rising Star
R
Newcomer
RSenftNewcomer
asked in eSignature
Duplicate signatures

Hi, Im running into an issue where *sometimes* when two Clients have the same email address (Husband and wife), and both need to sign a form. When I send the docusign with signing spots designated properly, I get the document back and it has only one of their signatures in both of the spots that were separate when I sent them. Is there a way to avoid this error? Again, this only happens sometimes... so not sure what is causing the bug.

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Community Moderator
T
Newcomer
the Line options disappearsNewcomer
asked in eSignature
I need TECH Support NOW

Can anyone tell me the best competitor for Docusign? I’ve been a member for 20 years but they have NO tech support when their product is not working. I know how to send a docusign. The software is messing up and I cannot get help. Please someone tell me the best company to use for electronic signature? In running a business who has time to not get help when needed.

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Community Moderator
F
Newcomer
fudd1004Newcomer
asked in eSignature
circling a word in a sentence

how would i circle a word or phrase on my contracts if they are virtual

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R
Community Moderator
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Newcomer
HollyAwesomeNewcomer
asked in eSignature
DocuSign Comments Icon

I help manage an administrative-level DocuSign account and we are looking into adopting a new procedure that would use the comments feature within DocuSign. I have enabled comments in envelopes for the account level and in an individual envelopes; however, in testing adding comments to the envelope, the "add comment icon" is never visible. Any ideas, on how I can make this feature work?

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M
Community Moderator
S
Newcomer
sravelNewcomer
asked in eSignature
How do you send a document that needs to be filled out and signed the client

I would like to send disclosures to be filled out and signed to a client. I do not seem to know how to set it up Thanks

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M
Community Moderator
R
Newcomer
RandomusernameNewcomer
asked in eSignature
Cannot undo custom branding

Hi everyone, I have changed the custom branding of my account while the account was without subscription. Now I bought the standard plan and it is impossible to change or remove the custom branding. Does anyone have an idea what to do?

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M
Community Moderator
I
Newcomer
Isabel87Newcomer
asked in eSignature
Pre-fill fields in combination with approval button

I have made some templates with pre-fill fields for HR colleagues to fill in before sending an envelope. However, I also want to inlcude the approval/decline button for our HR manager in the template and signing order. However I can only add the buttons when I switch to the classic editor. But when I do so, all the pre-fill fields dissappear. It seems I cannot use the newest editor with pre-fill fields in combination with the approve/decline buttons. The only alternative I found is that the buttons can be added manually before sending an envelope.That makes the process more time consuming and prone to errors. Are there other solutions within e-signature and is this something that is easier to organize in CLM?

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Community Moderator
F
Newcomer
FedeNewcomer
asked in eSignature
How can I change the signature in a document when it is adding one I don't even have in my account anymore?

I have received a Document to Sign, but when I click sign, it applies an old signature I had 5 years ago. I need to change that signature. I went to my account, added a new signature and deleted the old one. But when I open again that document to sign I have only available the deleted signature, and I cannot access the new one (that is the only signature I have now, actually). If I click on the signature I don’t have the option to change it. What can I do to sign it with the signature I choose?

353
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Community Moderator
J
Newcomer
JPSchNewcomer
asked in eSignature
Unable to Log In Error (Customer Support)

Is anybody able to get past the log in error loop? I was unable for several months, then I was shocked to learn that I could create a case about two weeks ago! I emailed back and forth with an actual person but now they have closed my case before it was finished. I am back in the login in error loop: Unable to log in. If this is your first login attempt after purchasing a DocuSign plan, allow 15 minutes for account creation before accessing your account. For all other log in scenarios, contact DocuSign Support for assistance. “contact DocuSign Support” is a hyperlink, then I get stuck in the loop again. I have no idea how I was able to get past it last time. I am unable to recreate that access. I have had my account for several years. I’m thinking of opening a case with the Better Business Bureau. I see that several others have opened similar cases but a solution has never been offered.

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M
Community Moderator
S
Newcomer
SandeepNewcomer
asked in eSignature
Focused View - CORS issue on Mobile Devices

Hi,We have implemented Embedded Signing - FOCUSED View in our PWA (Progressive Web Application)In Browser its working fine In Native app, its throwing cors error, and also I found out from the documentation that Docusign doesn't support localhost in prod.Host_Origin forAndroid: http://localhostIOS: capacitor://localhost So, what are the options we have?? Thank you

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S
Newcomer
K
Newcomer
ksickingerNewcomer
asked in eSignature
Cannot login to docusign support to open a new ticket

When i go to https://support.docusign.com/s/contactSupport?language=en_US and click on Open a Support Case, and then select eSignature, I login with my account info but am then brought to a screen that says “Unable to log in. If this is your first login attempt after purchasing a DocuSign plan, allow 15 minutes for account creation before accessing your account. For all other log in scenarios, contact DocuSign Support for assistance.” My account is not new. My account was created in 2016. This happens on every browser i try. In a private browsing window, too. Can someone assist me with being able to open a support ticket, please??

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J
Newcomer
S
Newcomer
Susan YangNewcomer
asked in eSignature
How to correct receiver's email?

Hello, after I sent out the documents, one of the receivers told me that he didn’t receive it, after checking, I sent the envelope to the wrong email address… and another receiver already e-sign the document, how could I correct/revise the wrong email?

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extol7
New Voice
G
Newcomer
GrammieccNewcomer
asked in eSignature
Change of Email Address Used to log into DocuSign

I currently have a DocuSign account for sending out contracts for signature. Our company recently changed email servers and at some time in the future, the old email address (that is being used by DocuSign) will cease to exist. How do I change my profile to the new email address without losing access to all the documents under my old email address? If I change my email address under profile, will I then have to log into my DocuSign account with the new email address, and if so, will all the documents currently in DocuSign under my old email address carry over to the new email address?

101
JohnSantos
Valued Contributor
sofian_solusign
Troubleshooter
sofian_solusignTroubleshooter
posted in eSignature
How To Use Docusign Conditional Logic Fields in 2025

Hi! I just published a new YouTube video on how to use Docusign conditional logic fields to streamline forms and create dynamic documents. You’ll learn how to: Set up conditional logic in static documents, web forms, and Word templates. Show or hide fields dynamically based on user input. Automate complex workflows with formulas and conditional triggers. Integrate Docusign with CRM and databases to remove manual data entry. Simplify your document workflows and improve accuracy with automation! Watch the full video here: Sofian Saoudi | Founder @Solusign Consulting - Docusign Partner Need help with Docusign? Book a call with me 🌎 www.solusign.com | 📧 hello@solusign.com | 📺 Learn Docusign on YouTube

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sofian_solusign
Troubleshooter
K
Newcomer
knightstoneNewcomer
asked in eSignature
The wrong signature is is being used despite only one signature on account

Hello. I was initially having issues with the wrong signature being used on documents. I deleted all other signatures and left my custom signature. This is also set as a default signature. Now, when i go to sign a document, it inserts a created signature, not my custom signature, and won’t allow me to change it. HELP!!

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Alexandre.Augusto
Docusign Employee
B
Newcomer
BudsyNewcomer
asked in eSignature
Connect Webhooks log success but don't seem to be sent

I am using eSignature API with the C# SDK, working in developer/test mode. I have everything working really well, except for my Connect webhook isn’t getting event notifications. I have a working endpoint which tests well using CURL and a mock SIM payload. And the Admin Connect logs show ‘Success’ for every event. But my callback listener nor the server register any incoming requests. In my code I create a list of Envelope events and later add them to the Envelope object’s EventNotifications list object. List<EnvelopeEvent> envelopeEvents = new List<EnvelopeEvent> { new(){ EnvelopeEventStatusCode = "Sent"}, new(){ EnvelopeEventStatusCode = "Delivered"}, new(){ EnvelopeEventStatusCode = "Completed", IncludeDocuments="true"}, new(){ EnvelopeEventStatusCode = "Declined"}}; envDef.EventNotifications = new List<EventNotification> { new EventNotification("SIM", EnvelopeEvents: envelopeEvents, RecipientEvents: recipientEvents )}; I am able to sign my PDF forms and have the emails sent, and al

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B
Newcomer
C
Newcomer
cewyrick1Newcomer
asked in eSignature
How do I remove the timestamp from my signature and date settings?

I go into settings but it doesn’t give me the option to remove it but just to choose which timestamp I want. I don’t want a timestamp at all.

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D
New Voice
K
Newcomer
kevin cNewcomer
asked in eSignature
Can't upload

Under the sign document option I can’t drag files into the box and the only option to upload documents is to use a template? Any ideas on how to fix?

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J
Newcomer

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