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Question

Go Live Form Declined Without Explanation — How Can I Identify What Needs to Be Fixed?

  • December 29, 2025
  • 3 replies
  • 44 views
T
Newcomer
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Hi DocuSign Community,

I recently submitted a Go Live request for a DocuSign API integration, and it was declined, but I did not receive any explanation, comments, or guidance on what needs to be fixed or updated.

This has left me a bit stuck, so I’m hoping someone here (or a moderator) can point me in the right direction.

Integration Details

  • Authentication: JWT

  • Signing method: Embedded Signing (Recipient View)

  • Webhooks: DocuSign Connect for envelope completion

  • Status: Fully working and tested in Demo

  • Use case: Users sign a required agreement before account activation

What I’m Confused About

  • I never received:

    • An email

    • A checklist

    • Or any rejection reason explaining why the Go Live form was declined

  • I’m not sure whether the issue is related to:

    • Redirect URLs

    • Branding / consent screens

    • JWT configuration

    • Webhook configuration

    • Or something else entirely

My Questions

  1. Is there a way to see the rejection reason for a Go Live submission?

  2. Are there common reasons Go Live requests are declined without comments?

  3. Is there a best practice checklist I should re-validate before resubmitting?

  4. Can a moderator help escalate or clarify what specifically needs to be corrected?

I’m happy to provide any technical details needed — I just need to know what to fix so I can move forward.

Thanks in advance to anyone who can help.

3 replies

K
Docusign Employee
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​@Talha For this scenario the suggested next step would be to create a case with Docusign developer support. Docusign support will be able to provide more specifics on the reason for the prior declined envelope along with information on how to get your integration key promoted correctly.  

The reason this would be best addressed in a support case instead of via a public community post is that the process can contain sensitive account information that is best to kept in a private support case instead of a public community post. 

T
Newcomer
Forum|alt.badge.img+1
  • TalhaNewcomer
  • Author
  • Newcomer
  • December 30, 2025

Hello Koll,

I have tried but even thought I am on a business plan I have not been able to sign in to any of the support system logins, neither has the chatbot worked on the website the button does not lead anywhere and is an empty click. I paid for a support plan and logging into the IAM & Esignature option which i believe is what my support plan is gives me the screenshot below. I have never had this lack of ability to contact support before.

 

 

K
Docusign Employee
Forum|alt.badge.img+6

​@Talha I work at Docusign support. I will email you in a moment and it will come from my @Docusign email address. Please reply to the email once you see it come through and I can assist further. 

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