General Discussion

Hi,I would like to check if Docusign can generate the Documents without the envelope IDs. Our firm (ASCAP One) is using ‘Enterprise Pro For Salesforce’ Plan. Thank you.Regards,Naga Chaitanya Yepuri

Hi! I’m trying to access my free docusign account. I’m blocked at the 2-factor authentication step as the phone number isn’t correct. I called the assistance and they managed to deactivate it for me to access. but the moment i try to go the privacy settings to change the phone number for the 2-factor authentication I’m asked to sign in again and blocked again with the 2-factor authent. Do you know what i can do to fix this? 

Is there a report where I can view the signers and see who has already signed and who is still pending?

The envelope created contains the developer name and email in the message body.Is there any setting to remove it. Any help greatly appreciated.  

I have an active paid subscription that is being charged to me. I no longer know the email address associated with the account. I can verify the cardholder name, last four digits of the card, charge amount, charge dates, and provide proof of payment. I need the subscription cancelled because I cannot access the account. What’s the best way to do this?

A company sent me a form to fill out.  On the form there is a "SHARE %" number field and it says to enter as XXX.XX.  There are multiple lines but in total the percentages and must add up to 100%.  As I completed the entry a counter showed the cumulative percentage.  Upon entering the last value th counter showed 100%.  However I  could not submit the form due to this error message  "Required Number-XXX.XX-Invalid number."One thing I noticed is that of the five XXX.XX spaces, only the last two had blue backgroun and I could not put the pointer on the first three spaces which were white background.  Reported the problem to the sender and they kept telling me to try things that didn't make sense.  They even had the nerve to tell me to try to enter the values as XXX instead of XXX.XX. What’s the problem here?

i have 2 text fields and input as numbers.If the user fills in text field 1, then cannot fill in text field 2if the user fills in text field 2, then cannot fill in text field 1User is required to enter number in either of the text fields, but not bothuser cannot submit the document until either of the text fields are filled in.How to set this up?I try conditional field, but errors out saying cannot loop 

When anyone in my company uploads a document it is completely blurred out, have logged out and back in does the same thing tried print save to pdf same thing.  Not just one person this is happening to multiple people.  

 HiUsing DocuSign on its simplest way : write and send documents towards different addressesMy user wants to sort all the historical exchanges onto dedicated folders (the same way we’d be doing using MS Outlook for the mails)what are the guidelines / best practices availableThanksStéphane

Docusign pushed out a big change to its email notifications such that both recipients and signers were randomly not receiving envelolpes that docusign says were “sent.” We had to contact support before learning that there was a change to the IP addresses it was using to send these emails, and we fielded a bunch of frustration from our team and from clients about documents that weren’t arriving when we sent them. Wildly unprofessional.Docusign should’ve just notified us in advance of the change so that we could have added the new IP addresses to our allowlist, rather than running into a bunch of problems that reflected poorly on us to clients. We pay ENTIRELY too much for this service for such subpar performance, especially when there are so many quality competitors that we could go with.

Hello everyone,I'm hoping someone from the DocuSign Community or Support can advise on our situation.Our company, has a DocuSign account where the previous administrator has left the company. Unfortunately, they did not transfer the administrator role or provide their account credentials before leaving.As a result:We no longer have access to the administrator account. We cannot manage users or update account settings. We cannot assign a new administrator. We still have active users on the account, but none of them have administrator privileges.I've already contacted DocuSign Support, but I was directed to the article explaining how to change an administrator. Unfortunately, that process requires an existing administrator to initiate or approve the change, which isn't possible in our case.Has anyone experienced this situation before? Any advice or shared experiences would be greatly appreciated.

I have tried everything and followed all instructions and cannot figure out how to get CORRECT in the MORE menu??  Please help, I need to correct this!

We are experiencing similar problems with DocuSign account management and our renewal.I proactively reached out to our previous account managers in July.  When I did not receive a response, I submitted a sales inquires and someone responded, thinking they were getting new business.  Then the account manager went silent. How does DocuSign expect to retain customer with a lack of response?

Hi everyone,I’m currently trying to setup a backup system which automatically downloads signed envelopes either upon completion or on a daily basis (1 day look-back). However I keep running into different issues with any of those two scenarios:The flow that grabs pdfs of signed envelopes actually behaves as planned (saves pdf with envelope ID as title, which are completed the day before) but does not take envelopes into account that have been signed as a “Signing Group” member (“Signing Group” completed envelopes account to 99% of all completed envelopes) - see snip below. The Power automate action “When a Docusign Connect event occurs (Account-level)” does not retrieve any pdfs in real time - none at all. The flow is almost the same but with a different trigger (i.e. When a DocuSign Connect event occurs OR When an envelope status changes) Any ideas how to get it running? 

Docusign sent me an email:-------------------------------------------------------------------You received a document to review and sign.Review DocumentAlan.pdfComplete with Docusign: Alan.pdf-------------------------------------------------------------------So I clicked the ‘Review Document’ button and I was taken to a page for signing in. I have no idea what user name and password are expected. I try some sensible values and I am rejected. There is a panel displaying ‘Sign in options’ and I click it, hoping to be enabled to set a new password. Nothing happens.Your email also says:-------------------------------------------------------------------------------------------Alternate Signing MethodVisit Docusign.com, click 'Access Documents', and enter the security code:CB4D8********************************7--------------------------------------------------------------------------------------------In which ‘Alternate’ presumably means ‘Alternative’. I go to Docusign.com and there is nothin

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?

Does the sender receive a notification every time a reminder is sent to the signer? If not, is this something we can turn on?

I have a personal free DocuSign account under j*****@*************y.edu My employer needs to provision me under their corporate DocuSign account, but this personal account is preventing that. Please permanently close or remove my free account so my employer can activate my corporate account. I understand I will lose access to any documents associated with the free account. It was a free account so I can’t actually speak with anyone- which is frustrating. Also I can’t:Click your profile icon. Look for Admin. Then Plan & Billing. See if there is a Close Account option.When I try doing this the links don’t actually work:You do not need a paid support plan to use the "I can't access my account / don't have an account" contact form. Scroll down if necessary until you find one of the general support forms.Please someone help, this is ridiculous. 

I have catch-22 type of an issue.docusign charges me every month, yet my account says that I am on “free” plan, so I can not cancel it and stop the charges, because their AI chatbox will only allow me to talk to human if I’m on a paid plan. Their AI agent actually understands this and wants me to connect to a human, but it looks like then it is blocked by some rule that tells it I can not chat to human because I do not have paid account. Argh. Any ideas? I’m thinking maybe of upgrading to a paid / higher tier plan and then cancelling it?

Is anyone currently using DocuSign In-Person Signing with Topaz GemView tablets? We've successfully tested DocuSign with our Topaz SigLite Standard pads using SigPlusExtLite, but we're interested in providing a better customer experience by allowing signers to view the documents directly on the signing device. Since DocuSign appears to support GemView tablets, I'd be interested in hearing about any real-world experiences, lessons learned, or recommendationsWe're hoping to gather some feedback before investing the time and resources into testing and deployment.

Hello,I accidentally created a Business Pro Trial account.According to the documentation, I should be able to downgrade to a Free account instead of closing it, but the "Downgrade to Free" button is missing.My account only shows:View Plans Close AccountCould a DocuSign employee please help convert my account to a Free account? **information removed due to PII**

My wife had a paid DocuSign account and she cancelled over 30 days before the renewal date. She got a cancellation email too. Yet today, her card was charged again. When she tried to login to DocuSign, she found there was no way to login and she kept getting the message that her account does not exist. So now, out of frustration I’m going into ALL CAPS. DOCUSIGN, I HOPE YOU ARE NOT DEAF:THERE IS NO WAY TO CONTACT DOCUSIGN IF YOU CANNOT LOGIN - THAT’S WHY I’M USING MY ACCOUNT TO BE ON THIS POST SINCE SHE CANNOT LOGIN, SHE CANNOT EVEN CONTACT THEM FOR SUPPORT THE CHAT BUBBLE DOES NOT WORKCONCLUSION: By the number of complaints on this community forum, there’s one conclusion - DOCUSIGN SUPPORT IS NON EXISTANT AND THEY HAVE MADE IT VERY HARD FOR ACCOUNT HOLDERS TO REACH THEM. THEY ARE HIDING BEHIND A WALL. ALSO THEY ARE QUICK TO CHARGE YOU, BUT HAVE CLOSED FISTS AFTER THAT.SHAME ON YOU. 

Why do I see, on occasions, the signing time and date in the “Signature” section are completely different from the “Timestamp”? For example, I have a training log that shows a staff member completed the training on 05-Jun-2026 but the “Signature” block indicates that she signed on 28-May-2026 at 2:23:12 PM EDT; and the “Timestamp” section in the audit trail had this: Sent: 5/28/2026 11:12:29 AMResent: 5/28/2026 4:01:32 PMResent: 5/29/2026 8:28:46 AMResent: 5/29/2026 3:51:20 PMResent: 6/1/2026 3:27:54 PMViewed: 6/1/2026 9:56:52 PMSigned: 6/5/2026 5:52:08 PMWould someone please help explain this? 

why am i not able to change the order of the documents in my docusign envelope by clicking on the thumbnail image and dragging it.  This worked 2 days ago, but no longer works. 7/17/26 Thank you

Hello,I have just purchased an annual plan (esignature personal) by accident (I only wanted a month plan). Can you please tell me, step by step, how to cancel this (i have used no envelope yet) and get a refund?When I press cancel subscription, in Cancellation Summary it says I am not eligible for refund? “Your subscription isn’t eligible for a refund. This is either because it's been over 30 days since your purchase or you don’t have an annual subscription.” I don’t understand.Thanks