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Template Matching Not Working for User

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I am having an issue with other certain templates not matching for a user all of a sudden (has previously worked fine). The templates are shared with the user, the user has adjusted their matching percentage down to 20% but when uploading a document, the correct template will not pop up to choose. I try the exact document the user is attempting and the template matches at 78%. Any advice?

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nathaly.mongeAnswer

Docusign Employee

Hello @TGodbolt ,

Welcome to the Docusign Community and thank you for posting your concerns!

I’m sorry to hear that the template matching is not working as expected, I understand this does work when shared in a group by not for individual users.

If you apply IDR zones to your template, do they get the same outcome?:Set custom IDR zones

Let us know if you need further assistance with this.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

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nathaly.monge

Docusign Employee

Hello @TGodbolt and @ALWEBER,

If you found my response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

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TGodbolt

New Voice

Sorry. It doesn’t. I mentioned in a comment above your response that we had already opened a ticket with DocuSign support as well.

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Bruna.Lima

Newcomer

Hello @TGodbolt I am also experiencing this issue. Did you receive any feedback?

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TFizz

Newcomer

I was having this same issue with two employees. Everyone else had the same access and had no issues. They already had access to the shared folder where our templates were saved but it would not match to any of them.

After reading the original response, I went into the shared folder and additionally shared each template with them and it resolved the issue. Working great now!

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