Help Forums

I received an email from an email address with domatin @csm.docusign.com with an offer for 1:1 consultation. Is this scam or legit?  From: Olivia Chow <>Sent: July 28, 2025 9:35 AMTo: xxxxxxSubject: My company name | Unlock More with Docusign: Free Expert Guidance for YouI’m Olivia with Docusign’s Customer Success team. We wanted to check in and see how your journey is going now that you've had a chance to explore the platform. Are you encountering any challenges, or are there specific features you'd like to understand better? If so, we're excited to offer you a complimentary 1:1 consultation with one of our Docusign Customer Success experts. This is a fantastic opportunity to get personalized guidance on anything you're curious about—whether it's optimizing your sending and signing processes, refining your branding, mastering templates, or exploring other functionalities to maximize your account's potential. We’re ready to help address any blockers you may be facing, too. This v

For several years we used Docusign but they started double charging our account and would not provide a resolution until the company involved..  It has been 4 years and we decided to try it again.  20 minutes after signing up for the $15.00 monthly plan, they added on a $300.00 charge that was NOT AUTHORIZED.  As soon as I put in my credit card for $15.00 personal monthly account they scammed me by adding some charge for something I did not authorize or sign up for.  Has anyone else had this happen? Does anyone have a way to actually contact them? Their customer service link sends you to a FAQ not an actual person.

Hello team,I would like to implement liveness detection ID verification in our project for e-signature workflows. However, we currently do not have any available options to test this feature, nor do we have proper documentation to proceed.On our sandbox account, we only see basic identity verification methods like phone verification — no options for liveness detection or document-based identity checks. Please refer to the attached screenshot for better understanding.Could you kindly guide me on how to enable and test liveness detection ID verification in the sandbox environment? If this feature is only available on specific plans, please share the requirements and necessary steps to activate it.Thank you.  

💻 While vibe coding is possible with our Docusign Developer AI Assistant, it’s important to be smart about incorporating vibe coding into production projects. Over at The New Stack, I wrote about how the Developer AI Assistant for VS Code can be used to build integrations with trusted AI assistance that goes beyond just vibes.  💡 Check out the post and let me know what you think! Have you tried vibe coding with Docusign yet? Any tips and tricks for others who want to give vibe coding a try responsibly?

Hi there!Can I upload an agreement that the other participant has to sign legally identified with any of their legal document (ID, passport, etc.).What happens if I had to prove to an authority (Hungary, EU) that the document is signed by a real person (BTW who lives in the other side of the globe). Will they (the authorities) accept the undersigning? How can I or the authorities check whether the other participant used their real name and other information?

Heads up for the Docusign Learning team for Web Forms. I believe the wrong video is embedded in one of your self-paced courses. See screenshot below. “When to Use Standalone Web Form” has a video that discusses Work Spaces not Web Forms. Thanks! 

On your portal you indicate that it is not possible to download the task groups. However I would very much like to have a download of the task groups including the users that belong to a task group. Can you please create a standard report in CLM so it is possible to generate this report and download it. We need to have this for audit purposes.This was raised as a support case 15761114. I was advised to make this a topic here. Hence this request. The support case I will close

Hi,I'm encountering an issue when using the compositeTemplates feature to create an envelope from a template that contains multiple documents.When retrieving this template via the EnvelopeTemplates:list endpoint, only the first document is returned in the response - the remaining documents are omitted.This behavior is different from what I observe in the DocuSign web UI. If I simulate the same process (e.g., by creating an empty envelope and applying the templates), all documents are present as expected.Is this a known limitation of the EnvelopeTemplates:list API? Or am I missing something in the way the template is structured or retrieved? Thanks in advance for any help or clarification.

I am using embedded signing with my API and every day I send documents to sign to many recipients. All the documents I send need to be signed again by our company but it is not viable to do it one by one so I would like to know if there is any way to sign several documents easily. The way it would be done it is that we put our company the last in the recipients order to sign of each document, and then, instead of signing all one by one, sign all at once (of the ones alredy signed by the previous recipients to sign). Thank you.

How to enable live video and screen sharing options for DocuSign Notary in a demo (developer) accountI want to check DocuSign Notary in my developer (demo) account, and I can see the Notary option there.However, while testing, I found that the live video recording and screen sharing features are not available. I need to test and demonstrate the full RON workflow before moving to production.How can I enable the video session and recording features in my demo account, or is there any alternative to achieve the same?

Please explain the process for setting up Remote Online Notarization (RON) with DocuSign Notary in a Developer Account, including configuration and prerequisites.

 Hello, I use PowerAutomate to send contracts to DocuSign. I'm calling a template with PowerAutomate and would like to fill in the user based on the role. For some reason, DocuSign isn't picking up the user from PowerAutomate. Does someone have any experience with this? (I use the exact same role in PowerAutomate as in the DocuSign template.)

We have noticed a few errors in our system where the response for the EnvelopeLocks:get endpoint (https://developers.docusign.com/docs/esign-rest-api/reference/envelopes/envelopelocks/get/) does not contain the lockToken field.The docs dont seem to have any point which indicates this as expected behaviour.Wanted to know if there is some nuance I am missing?btw we get all the other data about the lock in the response, its just the lockToken that is not there: { lockedByApp: "-", lockedByUser: { uri: "--------------", userId: "--------------------", userName: "------------------" }, lockedUntilDateTime: "--------------------", lockType: "------"} 

Hello,I’ve been working in Maestro Workflows using webforms to build them out. The goal being so that the webforms speak with the workflow so that people on my team can use a link to send out and fill out contracts versus needing to sign into DocuSign. Currently I have set up all my webforms reflected off my contract templates, and then I built out my workflows reflecting the needs of my departments and the flow of my contracts. For example Department X needs 4 types of contracts and so they branch out in different ways. Here’s an example of what a workflow would look like:LinkWebformBranching question 1: Are they A or B?A:Are they B or C? → contracts 1 & 2 B: Are they D or E? → contracts 3 & 4Right now when I test the webform it works perfectly but the branching question 1 is always leading to option B, even though I select all the options for option A. So I’m always getting the wrong contract as a result. When I check my Instances it looks like this: everything is greyed out.

Please help! I have fully paid for a Business Pro account and have been using the service. It was fine until I got blocked from entering my account and had to file a case to regain access. Then after regaining access my account now no longer says it is a Business Pro account and I cannot use any of the services that I paid for. For context, I paid for the monthly 20 days ago and there is no way it could be an issue of renewal. I am also completely unable to contact support since their website wont allow me to contact them unless I upgrade my account. I even tried paying for an upgrade so I could contact them and it wouldn't process. I also tried responding to my previous emails with their support and I receive emails back saying I have to open a new case. I really don’t understand why they make their customer support completely unreachable. 

Hello,My team is interested in making edits to the Attributes for a document while it’s out for External Review to help with some reporting requirements, however since the document is “locked” while it is out for External Review, the Attributes are also locked and therefore cannot be edited (not even by an Admin).  Is there a way to unlock just the Attributes while it’s out for External Review?One of my CLM admins believes that it’s possible it may be possible to adjust this lockdown in the workflow configuration, but I can’t seem to find any documentation anywhere on how this might be done (and what sort of difficulty this kind of configuration adjustment would be - if it’s even at all possible).  Does this sound familiar and/or possible?  I’ve been trying to look at the actual workflow steps of an old version of CLM that I still have access to for insight and it doesn’t give insight as to whether each of those External Review steps has any sort of “locking” mechanism that can be alte

How do I add a supplemental document. When I try to add a new file into a new envelop the drop down doesn't allow me to select Supplemental Document? Is there a certain level of license I need as I have a single user license.

Hello. I am new to Docusign. When adding a new user to our account the default status is Pending. Why does it show this status? As one of the administrators is there something I need to do to update the status to Active?Thank you,Nancy 

Can someone verify if DocuSign CLM AI-Assisted Review can be used with DocuSign FedRamp? Our IT Team read Docusign seems to be an app we need to add to 365/word, but GCC high (Government Community Cloud High) doesn't support it (see below). However, they also found some docs that indicated Hidden Level can get the XML or app, then modify the connections to support FedRAMP Docusign.  Is this accurate? 

I wanted to ask if there are there any APIs available for the following tasks?1. Fetching the total number of documents that have not been signed bythe recipients, or to provide the status of all the documents?2. Fetching the total number of envelopes that are in a pending or failed state?3. Fetching logs or metrics data for Docusign CLM and eSignature thatwould contain latency (duration) and reliability (http status code)information for APIs being called, CLM Workflow Execution Stages orEnvelopes Processing Stages along with their statuses?4. Fetching the start to end time of all the CLM workflows?

What I wanted:I need to use both Remote Signing & Embedded Signing in a single DocuSign template (Single Signer). My goal is to redirect the user to a custom page once they complete the signing process, whether they sign through the flow page or via the email link I send for the signature in DocuSign.What I've already tried: I have tried implementing both BrandId (for remote signing) and ClientUserId (for embedded signing) in the same template. This approach is working fine for embedded signing, but I am facing issues with remote signing: The exception is thrown when using remote signing, and the user is not redirected to the custom page after signing. What I know: Signing Completed URLs can be set in In-session Landing Pages. In-session Landing Pages are an account-level setting, and these settings apply to all templates in the account. The Problem: I want to redirect users to a custom page after signing, but In-session Landing Pages work at the account level, meaning they

Hi everyone,I’ve heard that DocuSign uses Onfido in some of its identity verification workflows.My question is:Is it possible to pass existing Onfido verification data (photo of the document & video with face) directly to DocuSign in the background, so that the user can generate a Qualified Electronic Signature (QES) without going through the identity verification process again?If yes, could someone share documentation or examples showing how to integrate this, ideally via API?Thanks in advance!

My account is subscribed to IAM Standard but cannot log in now. Requesting refund. Account cannot log in and unable to create case 

Clicking on almost anything within the web portal takes up to a full minute or more to respond. Doesn’t matter what browser is used.  Any ideas of what the issue might be or how to resolve?