Help Forums

Hello,I have created some custom document fields. These contain descriptive words in the signing view, such as the location or a special number to be entered. If the signer then wants to fill in this field, he still has to remove the words “location” or “special number” before he can enter his own text.What setting can I use to display a descriptive alt text for the document fields, which does not have to be deleted when the signer clicks on the field, but simply disappears?Many thanks in advance!

Hello docusign community, due to data protection requirements I want to find out what happens to the contacts of a user that are deleted.Related article: What happens to a user's data once the user is closed?The article does unfortunatelly does not mention the contacts of a deleted user. There is an API endpoint that can be used for deleting the contacts of a user but what is the default action to happen in case a user is deleted?

I've tried over an hour to open a case or get some kind of help. I no longer have access to my email linked with my paid account so speaking to anyone with this free account is impossible. I NEED SOMEONE FROM DLCUSIGN TO HELP ASAP BEFORE IM CHARGED AGAIN OVER AND OVER!!!!

Hi.  I have the Stripe gateway configured to accept instant bank account verification, yet every ACH payment put through the gateway gets sent to Stripe with microdeposit verification.  I’ve confirmed with Stripe that the account is properly configured for instant verificaiton, and the Docusign gateway config is also configured for that.  Using the Docusign UI.Even after I verify the account information (the customer sent me the 2 microdeposit amounts), when she goes back to the document to pay, there’s an error since there’s no payment amount - see the attached discrepency.

Hi, I wanted to know if it is possible to download a document from an external source using the http client in CLM. I have to download the audit trail from adobe. I have set the headers as Accept: application/pdf. My response is showing 200 but I’m unable to see anything in the output variable. I’ve tried to set output variable as document, custom xml and text. document and xml ones are showing empty and the text one says Action failed with exception, returned: Value of variable output contains invalid unprintable characters.Thanks for your time and help.

Hi All,For the past couple weeks I have not received any email notifications when sending out an envelope. I have Docusign integrated into Freshsales and send all envelopes through Freshsales. Everything was working fine and both I and the recipient were getting email notifications as expected. But for the past couple weeks I haven’t gotten any email notifications as the sender. I haven’t changed any settings in either Freshsales or Docusign. I double checked all of my Docusign settings in both my Account Preferences and in the Admin Settings. Everything is turned on so I should be receiving email notifications for every little thing that happens with every envelope that I send. I can still see all the action when I log into my Docusign account, but I’m not getting the emails. I’ve read the following community posts and support articles. I’ve whitelisted the recommended Docusign email address in my email settings but that didn’t help. 

How can I copy a document with complex fields from one template to another existing template?  Creating a new envelope to send is not an option, as this will be accessed by my signers via a link embedded on my webpage. 

Is there a way to add an image to the CLM Doc Gen submission form? Example: We want our project support admin to insert an image of a blue print and we’d like it to appear in the contract as an image (that’s apart of the document, which goes through the approval process, etc.) NOT as a link or as an attachment to the end of the document.  Note: We do not use Salesforce 

I have been tasked to look into how we may incorporate DocuSign in our learning management system to replace the Read & Understood module, which is just a tick box currently. We also have mandatory toolbox talks that need to be signed by the users to acknowledge they completed and understand the given information.  Just wondering if anyone has done this already to work with LMS. 

Hello, first post here.Have been using for a while and all going fine, until last week.One of our regular documents we send to clients, which I upload in ‘Word’ format, is a normal typeface fony (Raleway 12). But when it’s uploaded on Docusign it then become some kind of Brushcript/itallic typeface which is hard to read.Any ideas to resolve please ?PS other word docs are remaining fine in the same typeface.

I tried to cancel my account… Dec 4th I got an email saying the cancellation is being refunded, and my account shows that it will take effect in 24-48 hours, but has been this way since early December. How do I get the account actually cancelled, and the additional two months of payments refunded? Is chargeback the easiest way?   

Hi, I need to get the current workflow id in a variable. This will be used to create an api link for “Wait for Signal” step.

Hi There,I’m generating a contract document from Salesforce Industries(Vlocity) OmniScript using OOB Document Generation capability.I want to integrate Stripe Payment gateway into this document. DocuSign has ‘Payment Item’ tag when we generate it from DocuSign eSignature.In the link below, they have mentioned tags like ‘vlcSignHere1’ but there is no tag for Payment Item. Can anyone confirm which tag I should be using while generating Contract Document from SF Omniscript?https://help.salesforce.com/s/articleView?id=ind.v_contracts_t_inserting_docusign_signature_tags_380498.htm&type=5Best Regards,Shri

Hello Everyone, I noticed there is a condition called “Last X days” in the decision step and it is only showing if the variable on the left side is a Date Variable.  Do you have any idea how this works? I tried setting a fixed date on the date variable while adjusting the number on the right side, but this step always goes down the True path. I would appreciate any insights or suggestions on how to resolve this. Thank you! 

I suddenly realised DocuSign were charging me for an unused account for 7 months using a backup payment method I was not actively using or checking.This occurred as I was never sent any invoices or bills so did not realise this was the case where normally a company would communicate with their customers and this would have avoided this issue entirely.After being told conflicting information where every time someone different responds to your email and initially being told I would get a curtesy refund I was then refused one with reasons varying from the fact I had complained to the bank (which I hadn’t at that point) to my account being ineligible for refunds so it’s hard to know what to believe.Emails to staff at the company go ignored and then the same people then email me with marketing emails a few days later wanting to sell me more stuff and continue to ignore customer service emails. Now I am just trying to obtain an invoice showing the charges that

Hi! I just published a new YouTube video explaining how to use Docusign approve and decline buttons to create efficient approval workflows.You’ll learn how to:Add approve/decline buttons to templates to create approval processes. Configure signing orders so documents are routed correctly. Workarounds if you don’t want to waste your envelopes with these buttons!Transform your approval processes with these techniques! You can find it here:  Sofian Saoudi | Founder @Solusign Consulting - Docusign PartnerNeed help with Docusig

My organization canceled our subscription to DocuSign months ago and keep getting billed for it. I was able to get a refund, then they changed their customer support model and everything is  the AI Chat Bot. I can not get anyone on the phone and want them to stop charging us for a service that was canceled and I want our funds refunded. Any help is appreciated.  *I can not “add a case” as the button does not appear on the support page for our account.

HiTrying to add new Admins to our Docusign account.Add the user, they get the email invite and click on activate, They try to sign in and click the password reset link and get sent a code.When they enter the code they just then get a 404 page not found after entering the code: Can anyone advise please? Thanks!Dave

Hi Team, I have installed the appexchange product ‘Docusign eSignature for Salesforce’  in my personal developer salesforce org. After i authorize with salesforce credentials, in second step/tab when i try to authorize ‘DocuSign’ its saying invalid password. However if I use the same credentials to login directly into Docusign its working fine. Do i need to connect salesforce or establish the connect from Docusign or from within Salesforce screen?Your quick response is highly appreciated. Thanks,Raj Burugupally

Hi,When accessing the DocuSign App Launcher in Salesforce Partial SB, it displays a loading screen but doesn't redirect to the setup page. However, it works correctly in the production environment. Does anyone have suggestions on how to resolve this issue?Thank you.

HiI currently use Word Documents and add the /sn1/ tag.  I then send the document for signing via the DocuSign REST API.My question is, what tags can I add in my Word document to capture free text or dates? I don’t want the end user to have to drag on the fields.Thanks,

Hello all! I am a DocuSign administrator. A DocuSign user signed a document, but now some issues have come up and he requested that his signature be “unsigned” from the document until the issue is resolved. I have searched on how to do this and found some information, but does not coincide with what I am seeing onscreen. Am I able to revoke his signature from the document? If so, how? Thanks! Salvador

I signed up for a free trial today (Jan 24, 2025) and am unable to test out custom branding. I found a note in a support page that says, “Note: These features are temporarily disabled for account plans purchased on the web after November 20, 2024. For more information, contact Docusign Support.”So it would appear that new accounts simply cannot use custom colors, fonts, logos, etc. It’s all just the default Docusign styling only, which seems like a big problem for businesses! I tried contacting support but am unable to log into the portal, possibly because I only have a trial account?Does anyone know more about this? Will custom branding come back as a feature, or is there a higher-tier plan that does allow for customizations? I’m looking to just apply my company’s logo, brand colors, and fonts to envelopes and documents.Thanks all!!

Hi everyone, I am not able to send one document for signing. This is not first case like this one. I see what is it problem, but i can’t find it in settings. I have admin role. 

Hi DocuSign Community,I'm having trouble sending an envelope via the DocuSign API using a template. I have verified that my template is set up correctly (it works as expected when I create and send an envelope manually from the console). However, when I create an envelope using the API, the envelope is created with a status of "created" (i.e., a draft) rather than "sent".Here’s my setup: Template Details: Template ID: templateId The template contains two recipient roles: one with the role name "provider" and one with "site". The template has required fields and signature tabs already configured. Envelope Definition (API Payload): const envelopeDefinition = { templateId: 'templateId', templateRoles: [ { email: 'provider@a