Signatures disappearing from completed envelope

Question

Over the last year we have been experiencing intermittent issues with signatures disappearing from completed envelopes. DS support has confirmed seeing the signatures completed on their end (and we even sent the completed docs to the printer for the customer) but upon going back into the docs through DSFS or DS.com, we find that the customer signatures are blank and everything else is there (salesperson, initials, manually added tags).

So in summary, the docs ARE being signed and completed, they are NOT using a drawing but a standard text signature, and they are coming back into both systems blank.

Has anyone else experienced this?

Jenny.Martin · Answer

Hello ​@Jordan.Whittle,Thank you for reaching out, and welcome to the Docusign Community! I appreciate you bringing your question to this Community.To confirm, is the envelope created from the Docusign UI?Did you manually apply the signature field for each recipient when you prepare the envelope?Can you share a sample screenshot(redact any PII) of what it looks like before sending and when it is completed?You can also send me a private message and provide the envelope ID so we can check.Looking forward to hearing from you.Regards,Jenny | Docusign Community Moderator

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