Help Forums

Hi everyone,I’m about to send out around 300 documents and trying to automatically include the client name in a completed PDF file name when sending from a Business Pro account. This is so I can bulk upload the agreements into our broader ERP system, and I’m struggling to get it working.Here’s what I’ve done so far: Created a Custom Field (text) called ClientName Added this field to my template  Set the template name to include {{ClientName}} Tested by sending an envelope to myself and filling in the ClientName field As the client/signer I can complete the field ok and the document content looks fine But the completed document file name never updates — it always ignores the merge field  My questions: Does my account require an additional module or settings to make this possible? I’m on a Bu

I'm getting this error:Error uploading CO ALF SIGN 09 15 23.pdf: DOCUMENTS_EDITOR:UNSUPPORTED_PDF_CONTENTIn the past I have used DocuSign and now want to come back but all my “old” pdf’s no longer are allowed to be uploaded and give an error. I have tried flattening the layers but there were not layers to begin with. So basically, like from 2023 ro now these are the same pdf i used in the past? attached is an example/ 

We are attempting to Go Live and moving our developer integration key to production, however we have been systematically declined every time for… not having a production key. How are we supposed to provide a key which we are applying for? 

I’m working with DocuSign Maestro Designer and need to get the value of a webform field/description that was filled in during a workflow run. Specifically, I want to retrieve the field values via the WorkflowInstanceManagement: getWorkflowInstance API.Currently, I have access to: accountId workflowId instanceId But when I call getWorkflowInstance, I only see general instance metadata and status details. I don’t see how to extract the actual webform responses that were submitted.

I have updated my signature to a handwritten version, but my name still appears as typed text instead of the handwritten signature.I don't know what to do anymore. Please help me.

Automating using Verification Type : access code is working fineVerification Type : ID Verification and Phone Authentication is not taking the value provided via power automate cloud flows.I am using the add verification type to a recipient(v2) action using the DocuSign Connector.Please find following steps:Create envelope - working Add documents to envelope - working Add recipient details to envelope - working Add verification type to the recipient - working for Verification Type set as Access code and None but not working for Phone Authentication and ID Verification. Asking for workflow ID- which I passed blank value , does throw any error but doesn't write the value in docusign application Kindly suggest what when wrong.

I have my own DocuSign account. In addition, I can use an approver’s secondary email address (let’s call it “email address A” for convenience), which I received for this process. The approver also has a primary email address (email address B) linked to his DocuSign account.Currently, I am executing DocuSign using email address A and would like to create a guest account for it, but I’m unable to do so. As a result, I cannot set the correct time zone for email address A.Do you think that if email address A were properly registered with DocuSign, I would be able to set its time zone?Email address A does not have its own DocuSign account. However, it appears in the DocuSign template, so any document that uses this template is automatically sent to email address A.

You want authorised users (those who can view a specific agreement set) to be able to assign that agreement set to agreements they have completed, without enabling the “View All Agreement Sets” setting.Currently, enabling “View All Agreement Sets” allows assignment, but it also exposes agreement sets that the user should not be authorised to view.

Hi, I’ve completed a signed agreement and have received email notification to retrieve my completed document from my lawyer.  I’m a “free” (unpaid) user of docsign while I’ve contracted with an organization that uses the service.  I have used the same email I used to view, review and sign the document and then access my account gain access to the completed document.  When I log in (after confirming access), the “Welcome back” page is presented with NO Agreement visible for me to download.  Reviewing all COMPLETED documents, there are none in my account.  I have NO Envelopes sent, NO Envelopes in my Inbox.   Nothing there.   This was all on FireFox.  I ran the same scenario on Chrome.  Alternatively, I tried the “Alternate Signing Method” which I processed on both FireFox and Chrome and got the same results. I’m here because I can’t get any support.  I tried to access 

If i create an envelope with multiple documents and multiple signer (ex. 2 docs and 2 signer)if i dont sign one of the documents of envelope with a specific signer, and terminate processall docs of the envelope are considered signed? how can i down the status of the single docs?

Hi,Can anyone assist me with how to raise a Complaint. Do we do this via the docusign customer support portal.We have been advised by a member of docusign that there is no procedure but we find this hard to believe.The complaint we wish to make is against docusign themselves and a mis-sold contract.If anyone can assist us that would be appreciated. 

Hello,I’m unable to pass the identity verification process using my passport.Could you please check what is going wrong on your side?My passport is valid (expiration date: June 2031).I noticed a consistent pattern: On the first attempt, the system always rejects my passport with the error "Wrong document shown", even though I’m using the correct document. On the second attempt, the passport is accepted, but the recognition process takes a very long time. After completing all steps, I receive the final error: "Your identity has not been verified". The sender of the document cannot change or disable the verification requirements, and I urgently need to sign a work contract. I’m at risk of losing my job if I cannot complete this process.Could you please investigate my case and advise what can be done?Thank you in advance.

Our administrator is no longer with the company, and we need to assign a new administrator. How can we accomplish this?

Hi All,  We have rebranded and I have two accounts one with my new email and one with my old email. Is it possible to merge these please? 

If someone has Full Adobe, you can download a DocuSign document, and convert it to a word doc. When you do this, signatures also copy over to the word document. This means that if one party has signed a contract, the other party can convert this to a word document and make alterations, with the other party’s signature on the document. Is this not a concern? 

I added to a document template a checkbox, and when i edit a data label, it don’t save the new label. There’s anything i might need to edit additionally?After edit the Data Label and save it, it return to the original value “Checkbox 1a31da89-4ae0-49…...”. I validated and i’m not using the Data Label anywhere. Any Data Label that i entered is reverted to the original value. 

Hello,I am trying to sign an XML file with eSignature.Similar to the manual use of a certificate. Is that possible?Currently, I cannot upload the XML.Where can I enable this in the admin console?Thank you for pointing me in the right direction.

I can't figure out how to password protect a completed DocuSign PDF whilst keeping the 'signed and all signatures are valid' section intact to prove it is an officially completed Docusigned document. Can this be done?  

Hello,I have an envelope template which requires two signers. The first signer are customers that we work with and the second signer is somebody internal whom has to sign off on the document. I want to find a way where the second signer can view the details of the first signer, but when the form is complete, the first signer cannot see the details that was input into the form once they receive their completed copy.Is this possible? How can this be done?

I’m at the end of my rope at this point, every corner I turn DocuSign finds new ways to frustrate my efforts to use their product.  My frustrations are as both a receiver and sender.I am a subcontractor and I receive about 150-200 DocuSign Envelopes per year and about once a year we will try to bulk send documents to 50-60 employees, for signature.  The single most annoying aspect as a envelope consumer; there’s no ability for me to Tag or annotate for internal use only what an envelope is.  I receive many docusigns that have subjects “Please Sign Docusign 180005220B003” and at any given time I may have 3-4 of similar looking envelope titles from the same client in various stages of review and execution.  So I either need to memorize that 180005220B003 = “5th St Lobby Phase 1 Contract” or I need to go through each one envelope in the queue looking for the correct one.   Then there are the little issues like the forever bug where if I after completing a envelope if I tr

I used the Application integration key as the userId and called the ApiClient#requestJWTUserToken method. The returned tokenType was Application. What is the function of this token? Is there any documentation to explain? 

Hi, everyone!I have a scenario where the data collected in an initial form needs to be used to pre-populate the same table field in a new step using “Create or Upload Doc”.When the data being transferred is a table that contains multiple rows, only the data from the last row is successfully carried over and displayed in the corresponding table field. All other preceding rows are lost during the transfer even though it’s there in the input XML variable:<Witness_Container> <Witness displayName="" displayValue=""> <Name>John</Name> <Email>john@email.com</Email> <Marital_Status key="Single">Single</Marital_Status> </Witness> <Witness displayName="" displayValue=""> <Name>Mary</Name> <Email>mary@email.com</Email> <Marital_Status key="Single">Single</Marital_Status> </Witness>

Our HR dept on many occasion has to send a document which has several signature fields in it that they need to sign. Is it possible that these fields can be auto filled by signing just once?If yes, can this also be done with multiple documents so long as they are in the same envelope?

I have a customer who is asking about the "Additional Info" category in Navigator. They've enabled this, but want to understand where this info is input. There isn't a way to input anything in this category in the document details. They also asked about the character limit. If anyone has any info, please let me know. Thanks!

I can use the home page one time to click on a previously signed document, then forever after when I come back to it the ability to scroll disappears after 2 seconds and I can access my documents. This is really frustrating, I can’t use Docusign at all while this bug is happening.I suspect the cause might be to do with the popup telling me my trial will expire soon, which pops up the first time, and after I close it things work, but after coming back again there’s just the delay before scrolling breaks as though it’s trying and failing to show me a popup?I am going to have to cancel before my trial expires because I have time sensitive documents to sign.Also, it’s really difficult to navigate the support for a new user. The categories are very cryptic.