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When I upload a document to a template envelope, some fields are deleted.

  • June 6, 2024
  • 7 replies
  • 166 views
J
New Voice
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I start an envelope from the “Manage” option on the menu on top. I select an existing template and when I get to advance edit, I add a new document from template. Once I finish completing all the names, adresses, email subject and message, I click Next. But in the overview of my 2 merged documents some text boxes are missing. I check the original template and everything is in there. How can I fix this?

Best answer by JohnSantos

@JasminePPaladino - You can open a support case with DocuSign by following these instructions: Open a case in the Docusign Support Center

 

7 replies

JohnSantos
Guru
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  • JohnSantosGuru
  • Guru
  • June 6, 2024

@JasminePPaladino - Are you uploading a PDF document with form fields on it?  DocuSign would give you a prompt like this. 

 

Welcome to the DocuSign Community! Your feedback is highly valued. If you find my response helpful, please give it a "Like" and consider marking it as the "Best Answer" to assist others with similar issues.
J
New Voice
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No, the original template it’s a word document. But it happens only with the Release template. If I use the template by its own, all text boxes are there. Also, a new signer option comes up when I add this template. 
 

Advance edit screen

 

JohnSantos
Guru
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  • JohnSantosGuru
  • Guru
  • June 6, 2024

@JasminePPaladino - Are you using template matching to automatically add the fields to your document (the Release form)?

Welcome to the DocuSign Community! Your feedback is highly valued. If you find my response helpful, please give it a "Like" and consider marking it as the "Best Answer" to assist others with similar issues.
J
New Voice
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There shouldn’t be any automation involved. I start the envelope from a template (NDA) and in the advanced editing screen, add a new document from my templates. Each template is a word document with text boxes that I generated when creating the template before. But there is a problem when I use the 2 templates in the same envelope. The curious thing is that it only happens with the template "Release".

Do you think I could talk to someone at DocuSign to show him/her this problem in zoom? How do I do this?

JohnSantos
Guru
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  • JohnSantosGuru
  • Guru
  • Answer
  • June 7, 2024

@JasminePPaladino - You can open a support case with DocuSign by following these instructions: Open a case in the Docusign Support Center

 

Welcome to the DocuSign Community! Your feedback is highly valued. If you find my response helpful, please give it a "Like" and consider marking it as the "Best Answer" to assist others with similar issues.
J
New Voice
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Thank you, I will!

C
Community Moderator
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Hi @JasminePPaladino,

 

I hope you are doing well.

 

I would like 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.

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