Hello @STOBG HRIS,

Thank you for reaching out to the Docusign Community.

To better assist you, do you know if the affected user has multiple accounts? If yes do they have the Switch Between Docusign Accounts option?

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some of the options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

Hi ​@STOBG HRIS,

I hope you are doing well.

I want to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

 Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

I have been using Docusign for over a year with no problem. Today, I went in and selected a “ shared with me template” and clicked on use. However, the following fields were gone: who I was sending it to or signer and their email. Plot twist: when my bosd got on a zoom with me and I shared my screen, he was able to see the to/email fields but also saw that I wasn’t able to when I selected the use button. Help! Thanks!

Hello ​@Stephaniegf,

Thank you for reaching out to the Docusign Community.

Are you the only affected user?

Is this happening to all of your shared templates?

Are you a regular user? Or do you have Admin rights?

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some of the options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

Yes, I am the only one affected and I was able to use the templates one day and not the next day. I am a regular user and my boss has admin rights. Is there a number I can call for help? I’m  in sales and everytime I have an agreement to send, my boss has to jump on zoom call, I share screen with him and then I can send the agreement. Thanks!

Hello ​@Stephaniegf,

You will need to open a case with Docusign Support, To open a support case in the Docusign Support Center, go to the "Get Support" section and select "Open a Support Case". Log in using your Docusign credentials and select a case subject. If you have multiple Docusign accounts, choose the appropriate account to continue. Open a case in the Docusign Support Center. 

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.