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Question

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

  • January 13, 2026
  • 1 reply
  • 27 views
K
Newcomer
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Hello,

I'm reaching out because my Go Live request was recently declined, and I'm unsure why — no feedback or rejection reason was provided.

About Our Integration

We're building a B2B SaaS platform (Getmany.com) that requires customers to sign commitment agreements. 
 

The Go Live form was declined by Drew Martin, but I received:
- No email explaining the issue
- No checklist of what failed
- No comments or next steps
 

I'd appreciate any help with:

1. Visibility - Is there somewhere I can view the rejection reason?
2. Common Issues - What typically causes silent rejections? Or it’s normal?
3. Checklist - What should I verify before resubmitting? I did more than 80 tests.
4. Escalation - Can someone from DocuSign review my submission?

I'm ready to fix whatever is needed - I just need to know what it is.

Thank you for any guidance you can offer.

Kyrylo Kozak
 

1 reply

B
Docusign Employee
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  • Byungjae.ChungDocusign Employee
  • Docusign Employee
  • January 15, 2026

You can view the declined reason by clicking the "Review Documents" button (as shown in your attached screenshot), then selecting the 3-dot button on the top-right and choosing "View History".

The common reasons for the Go Live declination are as follows:

  • Invalid Production API Account ID. You can find the valid production API Account ID on the Docusign Production Portal (https://apps.docusign.com) > Admin > Apps and Keys > API Account ID.
  • The signer is not an admin user of the production account. The signer must be a Docusign user with administrative privileges for the provided production account.

Please review the envelope's history to view the declined reason. If you still have a problem, please open the support case with Docusign: https://support.docusign.com/s/articles/How-Do-I-Open-a-Case-in-the-DocuSign-Support-Center?language=en_US

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