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Go-Live Failed - No feedback on dashboard or available from support

  • February 26, 2025
  • 2 replies
  • 47 views
V
Newcomer
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Hello,

We have followed all the instructions on your Go-Live docs, but continue to receive a review declined. There is no reasoning available on the dashboard.

We have lodged multiple support tickets and have been told they cannot assist us.

How can we find the reason for the failed review? Other posts on the community have pointed to asking support with an integration ID, but support are adamant they cannot assist.

 

Our API efficiency score is above 85 and our application polls every 90 minutes (well above the 15 minutes).

Docusign - where can we find the failed reason? Can you please improve your developer experience? 

Thanks

2 replies

I
Docusign Employee
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  • Iandro.SimoesDocusign Employee
  • Docusign Employee
  • 4 replies
  • February 27, 2025

Hi ​@valeng 

 

Thanks for reaching out to Docusign. The Review Declined status requires additional information before we allow integrations to go live. Please create a case ticket on the Docusign Support portal, and our team will guide you through the next steps. Don't forget to inform the integration key on the case. 

 

Best regards,

 

Iandro
Docusign

V
Newcomer
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  • valengNewcomer
  • Author
  • Newcomer
  • 1 reply
  • March 4, 2025

Iandro - thanks for coming back to us.

 

>  Please create a case ticket on the Docusign Support portal, and our team will guide you through the next steps.
We have created multiple tickets through your Docusign Support portal. Responses have included:

  • “Have you tried clearing your browser cookies”
  • “The declined reason can be found on your dashboard” (It clearly isn’t)
  • “Please submit a ticket through the developer portal” - a subsequent ticket told us the developer portal is no longer available
  • “Please review the Go-Live troubleshooting doc” - We have, including the last point that directs us to submit a ticket to Docusign Support.

 

We have unfortunately been directed in circles for weeks now. Your Docusign support team do not know how to provide support for your API. 

 

Is there another way to gain assistance here?

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