When I want to send a document to sign, I get this message "Account does not have permission to set Allow Comments" and I can't send it.

Hello,

Thank you for reaching out here in the DocuSign Community.

I apologize for the inconvenience, I understand that you get the message "Account does not have permission to set Allow Comments" and you cannot send it.

This error is normally prompted, when the account has the option to allow comments disabled at the backend, to confirm did you recently changed your account plan.

Are you creating the envelope from scratch or using a template?

If you need to confirm the account configuration at the backend, the DocuSign account Admin must create a case with DocuSign Support.

More information at How do I open a case in the DocuSign Support Center?

Note: Some advanced features and options are supported only in specific DocuSign plans. Your account plan might not support some 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.

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Let us know if you need further assistance with this.

Best regards,

Christopher | DocuSign Community Moderator

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

Dear DocuSign, I have already opened a case on the support center, that's why you mailed me.

Yes, I've changed my plan from the free monthly trial, to personal plan.

Since I've changed it yesterday, I can't use DocuSign, so please try to help me to solve this problem.

Thank you.

Best regards.

So I am also getting this error message. Yes I am the admin of my account. But I don’t really understand the reason for the error message because I DONT want to allow comments. My comments are disabled for a reason. So why do I have to allow in order to send? 

Hi ​@Mschneider,

Thanks for posting your question — we're glad you're here, and happy to share knowledge with you!

We understand you are encountering an error message stating "Account does not have permission to set Allow Comments" when sending. We apologize for the hassle and we're here to help you move forward.

To confirm, is this error occurring with all envelopes, or specifically when sending an envelope using a template? Was this functionality working without error previously? This issue could be due to a conflict between account-level settings and individual envelope or template settings. If comments are disabled at the account level, but a template or envelope still has the "allow comments" setting enabled, this could be the root cause. If the problem is occurring with a template, please check if you have access to the Advanced options within that Template and ensure comments are disabled. We've also noted community suggestions that creating a copy of the template from an envelope previously sent using that template has resolved similar issues for some users, and this might be worth trying.

Let me know how that goes or if you need anything else

Sincerely,

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

Hey ​@Mschneider,

How are you? I'm checking in to see if you still have questions or need further assistance. We’re here for you!

Sincerely,

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

I am having this same issue and it’s very frustrating. I am the admin, I upgraded from the free plan to the monthly personal plan and I created the envelope from scratch without using a template. So I have tried everything you have recommended in this thread and it’s still not working. Help please as I need to send a document urgently.

Thanks

Hi ​@JayeRW,

A warm welcome to the Docusign Community—great to have you here!

We completely understand how frustrating it is to encounter an error, especially when you've already tried everything on your end and still can't get it to work—all while needing to send the document urgently.

From what we've seen in similar cases, this specific error "Account does not have permission to set Allow Comments" usually happens because of a conflict between account-level settings and the settings on the individual template or envelope.

For example, if you initially used a Business Pro trial—which includes the Comments feature—and created a template or envelope during that time, then later switched to the Personal plan (which does not include Comments feature), the feature is removed from your account but remains enabled on those older templates or envelopes. This explains why you see the error.

To resolve:

• Basic troubleshooting if you haven't already
• Create a new envelope or template from scratch using your current plan's settings, making sure the comment feature is turned off
• Upgrade your account to at least the Standard plan, which supports the Allow Comments feature.

However, we acknowledge that you have already tried the recommendation (send envelope from scratch), so if none of those options seem to fit your situation and do not resolve the issue, please reach out to our Support Team so a Technical expert can investigate further and help you resolve it quickly

📍Open a case in the Docusign Support Center

📍How do I contact Docusign Customer Support?

📍Important Changes to Docusign Support

I hope our guidance is helpful and will help you resolve things. Let us know if you need further assistance. Here if you need us!

Sincerely,

Melanie | Docusign Community Moderator

Hi ​@JayeRW,

Do you still have questions and need further assistance?

Let us know— we're here for you!

Regards,

Melanie | Docusign Community Moderator