signature certificate

Dear all,In some contracts registered by our partners, the Docsing system is displaying the name of the former manager, C***** B**** da C****, on the signature certificate.I need you to remove C***** B**** da C****'s name so that it doesn't appear on the certificate generated for the documents, since the data has already been changed within the platform.There are two certificates that exhibit this error, and I've attached one of them.

Dear Sir, thank you for your feedback.

This action has already been completed, but the error persists in the signature completion certificate for some contracts, as some documents still bear the name of the former manager.

*image removed*

Hi ​@Diego Silverio Nascimento 
If the information was updated after the envelope was sent, then it could be the reason why it still shows up on the certificate. But if the update was done before the envelope was sent, we will need to investigate this matter further if this is unexpected behavior.
You can create a support case so the expert can look into this.
 

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Sincerely,

Ma. Cassandra | Docusign Community Moderator
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Thank you for your feedback.

I would like to inform you that the name change occurred before the envelope was created.
Unfortunately, I've already tried opening a support ticket several times, but to no avail.
The support page won't open.
Could you help me with this issue?

Hi ​@Diego Silverio Nascimento
Unfortunately, the free account doesn’t have the option to access the support page. By the way, I reproduced this issue on my demo account and did not encounter the same issue.
However, I’m unsure if a configuration or setting on the sender’s end may have caused this matter to persist. I highly recommend contacting the sender and informing them about your concern.

So they can check.
 

If you found the response to be a useful solution to your question, please “like” and mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

Sincerely,

Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"

Hello ​@Diego Silverio Nascimento 

How are you? I'm checking in to see if you still need assistance. If yes, kindly reply here with more context or confirm if the issue has been resolved. 

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

Sincerely,

Ma. Cassandra | Docusign Community Moderator

If this helped, feel free to Like👍and click "Best Answer"