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Go-Live Process takes very long and is declined eventually without further information

  • January 10, 2025
  • 9 replies
  • 441 views
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New Voice
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Hi community,

I need some help with the Go-Live process. I’m trying to get my Integration-Key into production since round about a month. There is no problem with the automatich review (20 successful API calls, no polling). But there seems to be some sort of manual review when I try to promote the Integration-Key to a production account. The first two times I tried it took 10-14 days and in the end the review was declined. Today I created a new Integration-Key and tried again and it got declined within a few hours.

I actually have no idea why the promotion is declined. I didn’t get a mail or any sort of information about the decline.

While waiting for the promotion the first time I created a support ticket with our production account and I was told that there is no support on basic API plan.

So what are my options? Currently we’re paying for an API plan that we cannot use.

Best regards,
Dominik

Best answer by Islam.Hassanein

Hi ​@Dominik,

You can open a support case and provide your integration key to determine the exact step where the review didn’t pass. This will also allow the support team to trace the progress and confirm if any manual review needs to be conducted. You will receive dedicated and comprehensive support to resolve this matter efficiently.

 

M
M

9 replies

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Docusign Employee
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  • Islam.HassaneinDocusign Employee
  • Docusign Employee
  • Answer
  • January 12, 2025

Hi ​@Dominik,

You can open a support case and provide your integration key to determine the exact step where the review didn’t pass. This will also allow the support team to trace the progress and confirm if any manual review needs to be conducted. You will receive dedicated and comprehensive support to resolve this matter efficiently.

 

D
K
Newcomer
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  • karthikNewcomer
  • Newcomer
  • January 13, 2025

Hi, I’m facing a similar problem. Were you able to resolve this?

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New Voice
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  • DominikNew Voice
  • Author
  • New Voice
  • January 14, 2025

I created a support case yesterday. First response was: “Need to check with review team”. Second response from review team was only a general info on how Go-Live is supposed to work. Nothing about my actual issue 🙄 I’m still on it.

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Newcomer
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  • renthavenNewcomer
  • Newcomer
  • January 16, 2025

Same problem, docusigned billed my credit card and then declined my review without notification or explanation. Expected more from the likes of docusign. I will try to open a case to see why they declined my review

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Newcomer
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  • oaken_devopsNewcomer
  • Newcomer
  • January 16, 2025

I am facing the same issue, got rejected multiple times already.  No explanation on why was rejected.  

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Newcomer
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  • renthavenNewcomer
  • Newcomer
  • January 17, 2025

In my case from looking at my calls, I saw that I polled more often than 15 minutes during dev so resubmitted with an increased polling window (20 minutes) and passed. Not sure if that was the exact reason, but this time I was promoted

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Newcomer
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  • oaken_devopsNewcomer
  • Newcomer
  • January 17, 2025

​@renthaven  I had the same issue in my first attempt to go live, docusign gave me log file on that violation.  Which I fixed because I was testing on dev with the same test envelope.  On my subsequent go live attempts, I didnt have that issue and no explanations on why rejected.

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Newcomer
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​@Dominik do you have any updates on this, were you able to fix it?

have the same issue, don’t have any polling in my 20 requests (only POSTs to create an envelope). First review is OK but the second is always declined w/o a reason 

D
New Voice
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  • DominikNew Voice
  • Author
  • New Voice
  • February 18, 2025

Actually, we only managed to get our integration key into the production environment today after more than two months. Contacting support was a complete mess. I exchanged about 15–20 emails with the support team back and forth, always getting the same answers: 'Check your 20 API calls,' 'Do not perform polling,' 'Use OAuth2,' 'Check the go-live documentation,' and finally, 'No support for the API with the basic API plan.'

I insisted that our app met all the requirements. It seemed like no one had actually read my ticket or issue.

Eventually, someone from support sent me a 'Go-Live Form' to sign, and after that, my integration key was moved to the production system.

I still don’t know what the actual problem was, but even though support is in bad shape, it’s still your best option.

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