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Have Docusign eSignature questions? Find answers here!

  • 5,823 Topics
  • 18,318 Replies
5826 Topics
R
Newcomer
rahmaanNewcomer
asked in eSignature
fraud charge

I am still being charged after I closed my paid account. I had to create a free account just to access this comment page . I DO NOT WANT A DOCUSIGN ACCOUNT , REFUND MY MONEY NOW. How am I getting charged for a paid account that does not exist. I cancelled my account 1 month ago . At this point you are stealing my money.

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M
Community Moderator
F
Newcomer
FontAndFernNewcomer
asked in eSignature
Unable to log in to Docusign. Application Error. Contact support

Hi, We are unable to log into our Docusign account. We receive the following error on white background with the only option is to “Contact Support” Application Error The application encountered an unexpected error. When contacting Support, please include the session transaction ID dbf5ba95-4df0-4be1-acbf-d1bc78ec6d65 and the steps to reproduce this error. However, when trying to open a case, the system tells the account is not supporting case opening (we do not have an active subscription and the reason we need to get into the account to re-activate it!) We tried different browsers (Firefox, Safari, Chrome), as well as clearing browser cache and deleting cookies and trying to login using the incognito window. No effect on the issue. Can anyone advise on how to resolve this? Thanks!

1452
M
Community Moderator
K
Newcomer
Keith DaltonNewcomer
asked in eSignature
Transferring contacts and envelopes

I have an account that I am paying for, I just went to a brokerage that pays for our Docusign. It is integrated into other programs, so I want to use it. How can I transfer my contacts and envelopes between accounts?

272
M
Community Moderator
K
Newcomer
KatonksNewcomer
asked in eSignature
imbeded T&C's in a document

Hi Looking at imbedding T&C’s into a document but once the document converts to PDF the T& C’s are unable to be opened and read. Is there a way around this ? or would these need to go as a separate upload ?

92
M
Community Moderator
K
Newcomer
KerriganNewcomer
asked in eSignature
Signature problem

I am trying to buy a house and my Docusign signature has change my middle initial from M to L. Im trying to change it but I cant figure out how on the website.

92
M
Community Moderator
A
Newcomer
alinavoNewcomer
asked in eSignature
Extract signer attachments from documents

I would like to know how to extract signer attachments automatically and individually from the document. When I use the Signer Attachment button, it always combines them into one document.

161
Vinicius.Rodrigues
Docusign Employee
J
Newcomer
jparsonsNewcomer
asked in eSignature
Where to access custom fields in the new Agreement Template Builder?

Good Day, Has anyone had success with using the new eSignature Agreement Template Builder (ATB) with the already saved document custom fields? In the past with the previous version of creating a template, I can easily access shared document custom fields in my account on the left panel. In the new ATB, I no longer can find the document custom fields with the new UI. I also searched support articles and documentations and haven’t been able to locate any guide on this. Help! Thank you

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J
Community Moderator
J
Newcomer
jatfddsNewcomer
asked in eSignature
Disable KBA in Developer Account

Hello - We are working within the developer account currently. I have tried to remove the KBA reqiurement from the signers. When I open the document they are still there. I can only change the KBA to Phone or back to KBA. I have tried to remove it via the ADMIN panel and I am not able to do so either. We have no need to use the KBA. Is there any possible way to remove this in the developer account. We send out all of our documents via API. Thank you

142
M
Community Moderator
F
Newcomer
Frustrated12321Newcomer
posted in eSignature
Charged incorrectly

Good afternoon, I’m new to a DocuSign membership and opted into the $57 account. To complete a task, I needed more envelops than what was provided, so I contacted support (before they completely digitize, which I really stress has created an unhelpful support for account users). I made it clear to support, I solely need more envelops as an adjustment (1 time) to complete a task. They instructed me on a process through admin, which for a fee would increase the amount of envelops. They did not inform me that doing so would increase the users. I have now been charged my monthly fee 3 times and cannot get in touch with a representative. I was clear with what I was looking for and have been fed bad advise which has costed me, with no ability to contact a real person (even through the case management process), to stop this. At this rate, I’ll be charged this ridiculous fee for a service which, based on this experience, would like to opt out of.

211
Vinicius.Rodrigues
Docusign Employee
Arnaud LAMY
Newcomer
Arnaud LAMYNewcomer
asked in eSignature
How to prevent the template duplication shared with other users

Hello I'd like to prevent duplication of templates shared with other users.I've activated a number of locks on shared templates (advanced options), but I can't find anything to prevent duplication.Is there a solution? Thank you for your help Arnaud

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J
Community Moderator
S
Newcomer
shehzad1186Newcomer
asked in eSignature
which mail is working for creating the docusign developer account

hello guys how are you all i think that you will be great at alll guys i have very serious issue guys i need such akind of mail that works for docusign developer account creation i have tried many kinds of of mail but not to avail plz let me know that which mail is used for creating the docusign developer account creation

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J
Community Moderator
S
Newcomer
SandyRNewcomer
asked in eSignature
User permission issue

Hi , I am calling docusign for using create envelope method .But I get the following error message . Is anyone familiar with this ? Thanks . Error=This User lacks sufficient permissions. User does not have the permision to the CreateEnvelopeFromTemplates method

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J
Community Moderator
D
Newcomer
DREAMHOMES OF CABONewcomer
asked in eSignature
I DO NOT HAVE THE OPTION TO ADD MY VAT INFORMATION ON THE BILLING SECTION

I WANT TO ADD MY VAT INFORMATION, BUT I HAVE READ THE “SUPPORT”. IT MENTIONS WHEW YOUR INFORMATION OF BILLING IS, YOU CAN EDIT IT AND ADD YOUR VAT NUMB ER, HOWEVER, WHEN I GET TO THE BILLING PART, I DO NOT HAVE ANY BUTTON THAT ENABLES EDITING ON THIS PART. AS THIS IS A FISCAL MUST HAVE IN MY COUNTRY, I REALLY NEED IT, CAN SOMEBODY HELP???

132
J
Community Moderator
R
Newcomer
Rogue_cxNewcomer
asked in eSignature
recipient email address using other than .com

i have been sending documents to email address that are not .com i have been sending documents to email addresses that end in .tech and it doesn’t go thru. anyone experience this?

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J
Community Moderator
A
Newcomer
AjeeshNewcomer
asked in eSignature
Are there any tax exemptions available for nonprofit organizations?

Are there any tax exemptions available for nonprofit organizations?

192
J
Community Moderator
B
Newcomer
blessenmeNewcomer
asked in eSignature
Is this fraud?

This email came to me 1 day after using docusign for tax forms. I don’t work with or use coinbase 🅿ayPal Customer Support via Docusign www.docusign.com From:dse_na4@docusign.net To:Laura Mason 🅿ayPal Customer Support sent you a document to review and sign. REVIEW DOCUMENT 🅿ayPal Customer Support ********************@gmail.com We have detected an unusual Coinbase transaction associated with your PayPal account. Amount: $479.69 Transaction ID: TX-8454217803720567M To protect your account and initiate a full refund, please reach out to our dedicated Customer Support team right away at: +1 (888) (343) (5933) Our support team is here for you around the clock to help and ensure the security of your account. At PayPal, we prioritize your account security and are dedicated to resolving this issue as quickly as possible. We appreciate your prompt attention to this matter. Best regards, PayPal Security Team +1 (888) (343) (5933) Do Not Share This Email This email contains a secure link to Doc

952
J
Community Moderator
C
Newcomer
ChristinahoffNewcomer
asked in eSignature
Online Process for Sending documents for signing - not improved; made more cumbersome - why?

Why must you keep backtracking and forcing senseless clicks for the user? This is the second time in less than a year, that the online DocuSign page forces extra clicks for every item sent after the first one. Previously, you could send multiple items and after each one, the Home page would be displayed with the shortcut to your template that would allow you to seamlessly start the next one, next it went to 3 times that it would take you back to home, then 2 times, now not at all. No, now after the item is sent, the navigation stays in the Sent folder which is not helpful at all. Not only that but the sent confirmation message that includes the statement about your environmental impact is displayed 4 TIMES! for each and every item sent. Someone make me understand why user convenience appears to be secondary. At this point, I’d rather attach the document to my email and have it executed and returned the same way.

292
J
Community Moderator
A
Newcomer
Aest91Newcomer
asked in eSignature
Wrongly Charged & Poor Customer Service

I cancelled my Docusign plan that I’ve had for years in preparation for my maternity leave and not needing the service during that time. I cancelled with plenty of time before my annual renewal was due and received confirmation of such. I have now been charged for another year out of the blue, with not even an invoice to show for it. As I am now on a free plan, I can’t contact anyone to resolve this issue and have been going round in circles trying to figure out how to resolve this. I even resorted to calling sales and they said they would put a case in for me, which they didn’t end up doing. When I called up again to check in, the woman on the phone was rude and dismissive. I would like a refund asap but am at a loss to figure out how to do so.

318
J
Community Moderator
U
Newcomer
UCB1930Newcomer
posted in eSignature
Dissappointed with Refund Policy and Customer Service

I am extremely disappointed with the lack of customer service and this “make a case” process that does not work well. When I started with DocuSign, I was told it would be mobile phone and tablet friendly. It is not in my experience so far. I tried to appeal the refund policy as we paid for the whole year and would to cancel after only using it for 5 months. I am so disturbed by the person I spoke to on the phone, named “Charlie” from sales. I called Sales because it was the only way to speak to an actual person. I submitted 3 cases on the same issue and have not received a single call back after I provided the number. I got an email that says “we can’t help you,” but they will take my business’s money. DocuSign please take responsibility for false advertising and for poor customer service. I'm sure not every employee that works for Docusign is like “Charlie,” but because of him, it has worsened my experience. I would like a refund for the months I was used

101
J
Community Moderator
A
Newcomer
aaaaaaalllNewcomer
asked in eSignature
Download, print and sign

I received multiple documents in a single envolope for signature, but I do not agree with some of the documents. The sender did not activate the print and sign option. Can I download the PDFs, print and sign the documents individually? Are they legally valid? What happens if the workflow is not completed?

173
J
Community Moderator
C
Newcomer
c.hollinsNewcomer
asked in eSignature
Automatic Combined PDFs

At the moment when a customer signs a contract both ourselves and the client are sent separate PDF attachments. All of clients and ourselves require the combined version, so we have to go in and download these individually for each contract. Would it be possible to automatically email over the combined PDF attachment once something is signed

344
M
Community Moderator
D
Newcomer
diana.murciaNewcomer
asked in eSignature
Inquiry: Managing Multiple DocuSign Consoles with Google SSO

Dear DocuSign Community, We have a client with the following setup: Original Subscription: DocuSign eSignature Business Pro with Google SSO. New Subscription (June 2024): DocuSign eSignature Standard (separate console). The client's goal is to manage user access to both consoles via their Google SSO. Specifically, they want to designate which users, through their Google accounts, should have access to either the Business Pro console or the Standard console. Currently, new users for the eSignature Standard console must be created manually, which is inefficient. We have two primary questions: Is it possible to connect both DocuSign consoles to the same Google group for SSO management, allowing us to differentiate which users access which console? If connecting to a single Google group is not feasible, is it possible to utilize separate Google groups (one for Business Pro users and one for Standard users) to manage access for each console? Thank you for your assistance with this matter. S

91
J
Community Moderator
K
Newcomer
kkhouryNewcomer
asked in eSignature
Collaborative fields on eSignature standard

Do collaborative fields exist on eSignature essentials Standard plan?Thanks

133
M
Community Moderator
S
Newcomer
SvetlanaNewcomer
asked in eSignature
Phone number

Dear All, I have tried to create a DocuSign account. However, for doing so a contact phone number was requested. The system did not accept the general phone number of our office. It seems that a mobile number is needed to which the system will send the verification code. I wanted to ask if there is an option to create an account without a mobile phone number. Thank you! Svetlana

191
Vinicius.Rodrigues
Docusign Employee
E
Newcomer
esandovNewcomer
asked in eSignature
PDF/A format

I want to know if docusign support PDF/A? Once a document is signed in DS, they will be PDF/A compliant?

131
Vinicius.Rodrigues
Docusign Employee

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