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Question

I use PDF files and fill them out before uploading them to DocuSign for sending. I set where the signatures should be, send the document, then open it from the email—but the information I entered is erased.

I tried sending another envelope. I entered the text in the right places in DocuSign app, placed the signatures, and sent it. However, when I opened the document from the email, the information I typed through DocuSign was erased again.

I do not have the option to open a New Case. I have one free envelope left, but after multiple attempts, DocuSign continues to erase the information in my document.

How can I contact support regarding this issue? Additionally, how can I request a refund for documents that were damaged due to DocuSign?

rodolfo.napay · Accepted Answer

Hello ​@mr_stanislav123,Thank you for reaching out here in the Docusign Community. Welcome to the Docusign Community and thank you for posting your concerns!I apologize for the inconvenience you have experienced with uploading your prefilled documents to Docusign.The fields that are coded in your document is different from the one generated by Docusign that is why the entries are being deleted. The workaround would be to print your prefilled PDF to a flat PDF before uploading to Docusign so that the entries would no longer be an editable part if the document.As for the opening a new case please use the link below.https://support.docusign.com/s/contactSupport?language=en_US&rsc_301At the bottom part of the site, look for “More support options” and then choose the same options in the screenshot below.This will allow you to open a support case without logging in to your account.Let us know if you need further assistance.Best regards,Rodolfo | Docusign Community Moderator"Select as Best" below if you find the answer a valid solution to your issue!

marco.tanglao · Answer

Hello ​@mr_stanislav123I hope you are doing well.I want to confirm if you were able to solve your issue by utilizing the suggested solution or if the information provided was useful.If so, please mark it as the "Best Answer ✅" by clicking “Select as Best” to make it easier for other users to find.Otherwise, let me know and I will gladly help you address the situation as soon as possible.Best regards,Marco Paulo | Docusign Community Moderator

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