General Discussion

Could a DocuSign representative please advise on the process for raising an official complaint?I've been trying to renew our contract with two Renewal Coordinators at DocuSign for over a month, yet we're no closer to getting our agreement renewed.In the meantime, we've exceeded our allocated envelope allowance from our original term and are now being charged overage fees simply because our renewal hasn't been processed.Despite repeatedly trying to progress the renewal—and being ready to commit to a further two-year agreement with DocuSign—I've received minimal response, with previous communications repeatedly being ignored by the same Renewal Coordinator!This has been an extremely disappointing experience from a company that I'd expect to be professional, responsive and customer-focused.I'd appreciate it if someone from DocuSign could escalate this matter and help bring it to a resolution as soon as possible.

Context:I’m supporting a staff member who must rely on keyboard navigation for Docusign. When using a Docusign template, the workflow is to use the “replace” function and replace the default blank form with the identical form which has data entered and just needs to be sent to be signed.  IssueWhen keyboard commands: tab/arrow key/enter are used to navigate the file selection after selecting “replace” and the file is selected then the user presses enter or even navigates to “open” the file selection window closes like normal but will not replace the file. However, this works if users are able to “click” open instead of relying on: Enter, space, Alt-O What we’ve ruled out:Occurs in Chrome/Edge Affects all machines regardless of RAM 16-64gb with ample free memory JAWS is not required to reproduce - happens on any Windows 11 system File Location is not a factor - tested in default OneDrive/Downloads and in C:\Test Typing full file path directly in filename field produces same result Repla

Is there a purge limit for envelops created.  Am I able to keep all envelops created?

Hi everyone,I’m hoping someone can help me understand this issue.I’m not sending envelopes - I’m only using DocuSign to sign documents. Everything was working perfectly until recently. Now, whenever I try to complete the signing process, I receive the following error:ENVELOPE_SEND_ERRORThinking it might be an issue with my account, I signed up for a free trial. That allowed me to successfully sign another 3–4 documents, but now I’m getting the exact same error again despite my trial still being active. I have retried uploading the same documents as I have signed before but they still do not work - so the document itself is not an issue. Has anyone experienced this before or know what could be causing it? Could this be an account limitation, a signing limit, or a system issue? As far as I know there is no signing limit for a free account. Any help or suggestions would be greatly appreciated. Thank you!

Candidate signed off their onboarding but onboarding 2.0 has not updated with a completed status.  Candidate signed off their onboarding on the 29th May 2026, but the status in onboarding as well as docusign has not updated.Docusign - Onboarding2.0 says awaiting signatureDocusign - says completedManage Docusign in Successfactors - says signed

When I try to change my email address, I get (after 10 to 15 minutes) a verification code to the new email address, which I enter into the pop-up window in my web browser. Then, an error message containing the words “unknown error” is displayed, too briefly (it feels less than 3 seconds altogether) for me to read it in full. I’ve tried several times, with the same results each time. Is there a way to do what I need?

Due to a family illness, I have not kept track of docusign, but now returning back to work, I urgently need a signed contract that was held here last I checked. Date is Feb 2022.Now, I cannot see any historic documents at all. I don’t recall ever asking those documents to be deleted.What do I do? Many Thanks,

if you are searching all documents /envelopes and you dont know the date you used to be able to choose “all time” - that has gone now. 

I’m hoping someone can point me in the right direction because I’ve been stuck in a frustrating loop with DocuSign support.I upgraded to a paid account on June 10 and have the invoice and payment confirmation to prove it. However, my account is still being treated as a free account within the system. Because of this, I’m unable to use paid features such as sending documents, and I’m also unable to contact support through the normal channels.Every support path I try tells me that I need to request a manual review of my account, but when I log into the support portal, I’m only given access to the AI chatbot that appears to be intended for free accounts. I cannot find any option to open a support ticket, chat with an agent, or escalate the issue.The problem is not that I need to upgrade—I have already paid and have an active subscription. The issue appears to be that my account status was not updated correctly on DocuSign’s side.Has anyone experienced this before, or does anyone know how

Good morning everyone! I received a link from a company with a job offer wich then after redirected me to their platform.On the platform i had to register with email and then password.I Failed my first atempt to log in into the companies platform because i didnt edit the password.Only on my second ii edited the password and logged in.Strait away i had access to the document but with a message saying unable to redirect to docusign.My question is?Could that been caused by the fact that on my first attemp i failed to log in because i didnt edit the password and somehow the system of the company blocked the redirection to docusign? Thank you for your attentionAl   

 Good morningAfter I have signed a pdf document with Docusign ADVANCED Electronic Signature,I would like to inspect the details of the electronic signature that was applied.Since we operate in the European Union, I headed to the documentation provided by the European Commission.On the page https://ec.europa.eu/digital-building-blocks/sites/spaces/DIGITAL/pages/880312429/eSignature+FAQ the topic "How do I validate an electronic signature/seal as qualified?" lists 3 methods of validation, but only for Qualified signatures.Still, I tried each of them.1) the DSS Validator, available at https://ec.europa.eu/digital-building-blocks/DSS/webapp-demo/validation does not work well with Advanced Electronic Signatures. When uploading a pdf signed with an advanced signature, I receive multiple errors such as "Unable to build a certificate chain up to a trusted list!", "The certificate chain for signature is not trusted, it does not contain a trust anchor."It is true that I use a demo 1-month-trial

What is the correct DocuSign email for support?I’ve had some unexpected subscription charges from DocuSign on my credit card over the past few years. I’m now trying to contact DocuSign Support to clarify and request a refund, but I can’t find a proper email address for billing or customer support.I also can’t log in to the DocuSign Support Center to open a case or talk to the chatbot — it keeps looping me back without letting me submit anything.Does anyone know:The correct DocuSign email address I can write to for billing/subscription issues? Or a reliable way to reach a human (e.g. a specific link, form, or workaround) if you can’t access the Support Center?I’m feeling really stuck and frustrated trying to communicate with the DocuSign team, so any advice or experience would be very helpful.Thank you!

I'm posting here because I've exhausted every other channel and I want both the Docusign team and the community to see what is happening.Two systemic problems I want to call out1. The billing/account system is designed against the user.- Auto-renewal is processed without any fresh consent or confirmation step.- There is no option in the account UI to unbind or remove a credit card once it has been added. The only "option" is to contact Support — which, as you'll see below, is its own problem.The combination of these two design choices means a user who wants to stop paying Docusign cannot actually stop paying Docusign through the product itself. That is not a UX oversight. That is a deliberate friction wall around the exit, and it directly enabled what happened to me.2. Customer Support is non-functional for billing disputes. *information removed due to PII*I cancelled my subscription on 15 October 2025 and have proof of that cancellation. I did not authorize, request, or interact with

Hi,Since a while we can only go back the Last 12 months to search for a sent envelope.To find a document that was sent before, the workaround with the report and paste the envelope ID is very time consuming and not customer friendly.Why was the search ‘All time’ removed? If it was for performance reasons, I think a solution has to be found.Thank you for considering this.Regards

I transferred ownership of an envelope to another user. How do I confirm that the transfer went through?

Hi, At different times these past 2 days I have been trying to create a new account, but I am getting stuck on the phone message stepI get " Unable to process your request. Please try again later or contact support." Can't acces instant chat from customer support when I click there nothing happensTried with 3 different phone numbers, so this is not something related to just my phone and my service provider. Can I get any direct support? 

Can someone please the me where I can find this on the site as I’ve looked everywhere and can’t seem to find it.  

We have been a docusign customer for many years, paying over $50k per year. This year we’re still in middle of negotiating contract with Docusign, and our account is now suspended. Our business operations are severely affected. Is this how docusign force their clients to sign a unfair renewal without explaining clearly each item in the contract?

HiHope someone can help. I have a document which requires 10 people to sign and witness. I have set each of them up as a Witness Group, and put the fields in the right places on the document. Then hit send.None of them are getting the email that tells them they have a document to sign.One of them logged into his docusign account, and the document was sitting there.I need people to get the notification. It doesn’t seem to be anything to do with email servers as the 10 people are all from different organisations, and none of them have got the notification.I have resent, checked email addresses - all good. Any ideas?Jamie

Good afternoon Dear DS CommuityCan someone help? As admin (with full rights), I can select Transfer envelope but when prompted to select targeted user, no user is displayed so I can’t select the target…  

 We are trying to raise a support case via the Docusign Support window, but on keying in the details to continue, the ‘No submit my case’ box is NOT enabled to click on.  Attached screen shot refers.Has anyone else encountered this issue please?

Having signed up for the Free Trial would any document I signed remain visible in perpetuity?

Good day,Is there a way that I can at the date on the document where the customer must sign? Currently it is only showing on the Summary.We send multiple documents to customer, and we want the date and time on each document where the customer must sign?Regards  

Is is possible to use Docusign for purposes of e-voting ballot? I tried using check box Group with “exactly 1” as a validation but did not work”.  Tried a radio button with only one place for voters to select and it did not give me the number of voters.  Should my approach be set up each voter with its own items to vote and sign it? 

Hi everyone I am having some trouble cancelling my Business Pro free trial. When I select “Close Account” it says it will cancel all accounts including paid for that email address. I have tried to change the email address on my free trial but keep getting an error message. I have also tried to access the “call back” option from within my paid account but when it asks me to login it isn’t working. Any help appreciated :)