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eSignature

Have Docusign eSignature questions? Find answers here!

  • 6,601 Topics
  • 21,430 Replies
6601 Topics
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Newcomer
SoundscapesNewcomer
asked in eSignature
Techsoup subscription charge

I don’t know what to do! I signed up for Docusign Standard Edition for an initial 5 seats via Techsoup for $100 in March of 2024. On the Techsoup site is says:Perpetual License This donation provides a perpetual subscription for up to five users. It does not expire or need to be renewed.  Then in January 2025 I signed up for Docusign Standard Edition, 5 Additional Users, and on Techsoup is says: DescriptionThis product is only for organizations that are requesting or have already received Docusign Standard Edition.This donation allows organizations to add up to five additional user licenses to their initial subscription. You can request this offer up to four times to obtain access for up to 25 users total. Then this March, my organization just received a bill for $3000 minus a discount for $1500 for the initial five users, but leaving $1500 for the additional five users. When I go to open a case, it says that my account is not eligible to open a case. How can I actually contact Docu

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Newcomer
shahzadNewcomer
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Being asked to go through identification third time

Having done the identification process with the DocuSign twice on video, I am being asked to go through identification process once again for 3rd time. I logged in to DocuSign beforehand, tried Review Document link, Access Documents but it still asks to go through identification process. This is really embarrassing and I need a plan to open a support case which in itself is “great”

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Newcomer
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admamatoNewcomer
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text on a pdf used as a template is not shown correctly after upload

Text in a pdf document is changed by docusign while uploading as a template document.Why does this happen? How to fix? Many thanks for help!Thomas

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Community Moderator
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Rising Star
mr1Rising Star
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Not always getting email notifications

Hello All:In the past few days I’ve noticed I do not always get an email notification when an envelope is signed/completed.I have been receiving the “viewed” notifications for every signer on every envelope, and I get most of the notifications for the “completed” envelopes. But not all of them.The most recent: I received both “viewed” notices (one for each signer) but did not received the “completed” notification - one of the signers (someone in my office, with the same email domain) forwarded me the notice to let me know it was complete.I have checked all my preferences/settings and ALL notifications are checked off. No changes have been made to any notifications. Any idea as to why this is happening and how to fix it? thanksmr1

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Community Moderator
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Newcomer
jerinthomasNewcomer
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Doc Content gets Distorted

When sending out documents to clients to sign , the data is getting distorted . Eg . The ‘Table of Contents’ page gets jumbled , the topics and their page numbers usually have spacking between them but now they are close to each other . As seen in the image , in the first line , the number ‘8’ should be below the ‘Page’ title . TL DR: “  when you upload a contract to Docusign , it distorts the content page when sent for signature “

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Community Moderator
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Newcomer
SeeBeeNewcomer
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Error when I true to use the docusign button that was sent to me in an email

Hello, Can you please help me? I am unable to access docusign documents sent to me. When I click the button in the email I receive I get an error message. I pasted it below. This happens both when using a VPN and not. 

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Newcomer
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wsampsonNewcomer
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Email Notifications

I am receiving notifications for signature requests in the App, but not through email as of today.  I checked and the domain for Docusign is not blacklisted.  Is anyone else experiencing this?

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Community Moderator
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Newcomer
AlexDyerNewcomer
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If an envelope has been signed by 2 people and I need to correct it to change the third signatory, will the first two have to sign again?

The envelope was to be signed by two clients and an adviser from our company. The clients have signed but the adviser is now on holiday for two weeks. I want to change the third signatory to an adviser that is in the office and can DocuSign. Will making this correction resend the envelope to the clients to re-sign?

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Community Moderator
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Conversation Starter
Lieber1Conversation Starter
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How can I change the Tag Colors?

Recently my tag colors are all of the sudden Pastel colors. When I need 3 signatures, I can’t even tell 2 of the colors apart because they are so light and almost exactly the same color...just maybe a slightly different shade of Baby blue for example. Can I change somewhere in setting to different colors? Thanks so much 

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Docusign Employee
Community UserLegacy User
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Sending to multiple people but only require one their signatures to proceed

Hi, I am wondering if there is an "or" functionality where as I am able to send a document to two people (from one department) but only require one of their signatures in order for it to progress to the next signatory?In other words, I send out documents for signing to different departments but only need one signature from each department but I'd like everyone in that department to be able to have the chance to sign and once it is it goes to the next department. Please advise if there is a way to make this work! ThanksJimmy

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Newcomer
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Newcomer
TJ.GNewcomer
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I am the only user on an account and no longer have access to the email associated with my log in.

I am the only person on a personal account that I used for business. I no longer have access to the email address and now can not complete the 2FA to access my account. I also can not access the account to place a support ticket! How do I access MY account without this. Based on previous responses I see the answer is I can’t and if that is the case, how do I cancel my account since I can’t use it, but have paid for it!?

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Newcomer
billgilbertNewcomer
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After the migration to Azure, will my data stay in US data centers?

Per some contractual requirements we need to keep everything within the US.After this Azure migration, will our data stay in the US data centers in Azure?

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Newcomer
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Newcomer
bishalNewcomer
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How to Remove Language Dropdown on Disclosure Page

Hello,Our organization uses DocuSign envelopes where we must collect information exclusively in English. To ensure compliance, we need to prevent signers from changing the language on the disclosure page or information intake fields.Currently, signers can use the language dropdown to switch from English. Our goal is to either: Hide the language dropdown entirely and lock the page in English, or Set English as the default and disable the option to change it. How can this be achieved through account, branding, or template settings?Thank you for your assistance. 

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Newcomer
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Newcomer
bishalNewcomer
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How to Mandate Co-Applicant Information (name and email) Collection from First Signer in a PowerForm before starting application

Business logic requires information gathering from both applicant and coapplicant which has been configured on the docusign form. Similarly, applicant and coapplicant role has been created with ‘needs to sign’.Now the issue arises when we use the power form, the first person (say applicant) can start the application by filling out his/her name and email as they are marked mandatory. Coapplicant information (name and email) often times are missed as there is not a clear indication that the fields are required for applicant to fill in the same way they fill in the name and email section of the applicant portion. Is there a way to make the coapplicant detail fields required fields as applicants fields; inorder for applicant to initiate the form. 

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Newcomer
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Newcomer
User123456Newcomer
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REFUND REQUEST FRUSTRATION

I am very frustrated a I would like to cancel my subscription & get a refund. There seems to be no contact number or email address available to cancel. 

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Community Moderator
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Newcomer
krocheNewcomer
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Certificate Invalid

I am trying to sign a document but I get a certifiace error from eu.docusign.net

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Newcomer
Jochen Homborg
Newcomer
Jochen HomborgNewcomer
asked in eSignature
Selecting and deselecting the checkbox rewrites the subject line.

Hello,I noticed the following. If, in a template with a predefined subject line, the ‘Customise email and language for each recipient’ checkbox is selected and then deselected again, the predefined subject line is overwritten with the file name of the stored template. The subject line remains unchanged even if the checkbox is selected again and must be adjusted manually. The email text itself remains unchanged.

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Jochen Homborg
Newcomer
퀘
Newcomer
퀘스쳔Newcomer
asked in eSignature
[Inquiry] I would like to inquire about the Location plan.

I'm contacting you because I have some questions about Docusign.1. When A, B, and C personal accounts in a certain department are being used in the Admin account with permission to use, I want to give permission to D personal accounts in other departments in the Admin account.At this time, I would like to know if D can use Docusign without allowing D personal accounts to view documents from existing A, B, C personal accounts.I would like to know if each department can restrict access rights.2. If I create an Admin account for each department and want to authorize it by creating a higher Admin account above it,please check if I can transfer documents, and works from the department's Admin account to a higher management account.

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Newcomer
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Newcomer
Charan BalamNewcomer
asked in eSignature
Can't be able to extend the envelope expiration date after envelope is created.

Hello Everyone,After creation of an envelope by setting notification object at the time envelope creation. But know I need to update the expiration date of an envelope but it is throwing error as '{"errorCode":"USER_LACKS_PERMISSIONS","message":"This User lacks sufficient permissions. Setting: userOverrideEnabled."}'.Let me know I need to configure anything from my end.Thanks and RegardsCharan Balam

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Community Moderator
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Newcomer
Lurence_MartelNewcomer
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Bulk Send with Conditional Spousal Consent Recipient

Hi everyone,I’m looking for advice on how to configure a bulk send scenario.I need to send out about 300 envelopes using the bulk tool. Each envelope will always go to one known recipient (the main participant). However, in certain cases, if that recipient has a spouse, we also need the spouse to complete and sign one of the documents (spousal consent).The challenge: Conditional requirement – We don’t always know in advance if the recipient has a spouse. If they do, the spouse must sign. If not, that step should be skipped. Unknown contact info – We don’t have the spouse’s name or email. This information would need to be provided by the first signer (the known recipient). Bulk CSV limitation – When I try to set this up using the bulk send CSV, the spouse’s name and email fields can’t be left blank. Has anyone implemented something similar? Ideally, I’d like the workflow to be: Envelope is sent to the main participant. If the participant has a spouse, they’re prompted to enter the

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Community Moderator
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Newcomer
JBEANewcomer
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One Recipient Receiving an Extreme Number of Documents

I’m doing some research to determine how my organization is using DocuSign.  I pulled the envelope recipient report just out of curiosity at first, because I thought it would be too detailed to be useful. However, I noticed that several recipients are getting large numbers of duplicates that I don’t think could possibly be from human error. For example, one recipient got the same document 141 times, as 141 different envelopes. I’m not having much luck talking to a human from DocuSign, but wonder what folks think. I also want to be able to determine if it’s an issue on our end, because we seem to have some automated sending...

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Community Moderator
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Newcomer
ChantelleNewcomer
asked in eSignature
Added new users as admins - invitation link doesn't connect to account

I sent invitation e-mails with links for 2 new users to be added to my company's corporate account. The user clicked on accept in the invitation, but he isn’t connected to our account. It looks like he’s just on the 2 week trial. What is missing here?

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Community Moderator
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Conversation Starter
sgarciavConversation Starter
asked in eSignature
Time of day when report is automatically generated

Hi all. I have a customized report that I generate weekly on Mondays.Up to last week, everything was perfect. The report was generated at roughly 3AM, and I could modify it as needed in the morning and send it off to the interested party.Today (Monday Aug, 25), it arrived at 2:11 PM. A little too late in the day.I checked the scheduling and it does not offer the option to select a time for generation.How is the time of generation calculated? Is there anything I can do to have it generated early in the morning?As always, thank you! 

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Community Moderator
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Newcomer
Harmeet.SinghNewcomer
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Automatic Account ID Profile and permission profile Assignment for JIT Users Based on their Active Directory Security Group Membership

We would like to implement a configuration where user accounts in DocuSign are automatically assigned different accounts and permission profiles based on their Active Directory (AD) group membership. Please confirm if this approach is supported with SAML/JIT provisioning setup, and if any additional configuration steps are required on either the Identity Provider or DocuSign side. We are using Entra ID as IDP.

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Community Moderator
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Newcomer
ts2570Newcomer
asked in eSignature
PowerForm URL on website

Hi everyone,I believe I can create a public link on the website for customers to sign a form based on the template i’ve created. I have some questions:Can the customer upload a PDF document with prepopulated fields into Docusign and then sign the document?  Can additional supporting attachments be uploaded as part of the envelope but does not populate into the template/form e.g an image of license Can certain fields (excluding the signature field) be completed in Docusign after uploading the PDF where some information is prepopulated? and can that be any field? (the form has set fields that are prepopulated already and set fields that require input) Can we use phone verification for customers accessing the form via the URL on website If we have multiple forms, can we use the same URL or do we require multiple URLs?  Set rules/questions to signing parties. The problem we have is customers will only have 1 party sign even if they require 2. So a question to ask their structure before doc

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Community Moderator

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