Help Forums

Got a Luxemburgish ID card (eID) issued in 2023 and it is not at all recognized by Docusign how can that be ? Can you please help urgently 

I have a template that has 10+ documents. Is it possible to use that template, but use Advanced Options to remove all but 5 of them to send once? I don’t want to delete the documents permanently from the template so I’m hesitant to click the option to delete them in Advanced Options, while setting up a “Send”. 

last summer i received a docusign which i did not sign...how do i retrieve a copy of it?  It did not go into my personal account.  need a copy

Morning, I am unable to send any documents to clients, I am admin on the system and even set myself up as send only with a different user name and I'm still unable too. Has anyone else had this problem before and how they have resolved this. The support team is shocking!!! 4 days without being able to send any documents and i get the same message from a different support member at 4pm every day. 

I canceled my subscription but need help processing my refund. I am unable to reach customer service. I am within the 30 day period to be eligible for the refund. Please advise. I’ve tried all of the online tabs and links but still cannot process a refund and or get in touch with customer service. 

How do you change a shared contact within docusign?  The account is through my company and the wrong email address was used for a vendor.  How do I change it so that it doesn’t default to the wrong address?

I have a rather complicated webform with a lot of rules, based on a template.  The template is about six pages long but not everything is necessarily filled out.  One complaint I’ve heard is that when the user has reviewed all of their entries and moved on to the signature page, if they click the guided yellow tab, it takes them through every single field again. This is super annoying if they are using a phone since templates are not always phone responsive.   New users don’t realize they can just scroll down to the signature line.  Since the user has already reviewed their entries and made edits, would it be possible to just have them arrive at the signature field by default, while still giving them the option of scrolling up and making any last minute changes?

Hi.  We recently integrated DocuSign with our Treasury Management System, Reval.  The bank account management software is called IBAM.  When sending documents via IBAM for internal signature [ie signer update], DocuSign doesn’t allow the signer to open their DocuSign account to sign the document with their personal, uploaded signature image.  It only allows them to sign with a generic signature which we all know will not be accepted by the bank.Any advice?  I created a case with DocuSign in April, and they told me when a document is sent via IBAM to DocuSign, the signer should be able to use their personal account.  That is now how it is happening.  Before I open another case, I wondered if anyone else has experience this issue, and if so, how was it corrected?Thanks,Tammy

Hi,  When I try to download my invoice from February 2025, I keep encountering this error. I’ve tried different browsers, cleared my cache, used multiple devices, and even created a support case, but nothing has worked.I urgently need this invoice for my monthly accounting—please assist! 

Hello,I apologize if this question has already been raised, but after searching extensively for similar issues, I couldn’t find a definitive answer.We would like to use a dedicated account specifically created for API access. This account would be shared by all our users to send envelopes to recipients, both inside and outside our organization.We want the user interaction with the API account to be entirely transparent, they should not need to log in to the API account, even once. I have read online that this setup is possible, but we are struggling to get it working as intended.I was able to obtain consent to use the API account on my PC, but when I attempt to send an envelope from another PC, it prompts me to sign in to the account to grant consent again.Shouldn’t the consent only be requested once?Perhaps we’re missing a critical configuration step?Here’s the URL we use to obtain consent:https://account-d.docusign.com/oauth/auth?response_type=code&scope=signature%20impersonation

Hi Folks,I’m trying to update an existing CLM workflow (which has multiple sub-flows) to add an additional subfolder to the storage path.Currently it goes Agreements/<Persona>/<PartyName>/<AgreementID>They want to change it to Agreements/<Persona>/<Region_From_Template>/<PartyName>/<AgreementID> I’ve added the region field to the template (originally tried a drop down, but simplified to text field), and then updated the Params XML variable in the WF so it gets the value:   When I open the running WF, I can see the value in the params XML file:   I’ve updated the Directory Settings.sxform to have the extra folder:  I’ve tried Region_Folder (like the XML node) but noticed PartyName is not the XML node, but it’s also Party_Name, so I tried RegionFolder too.The subfolders are being created correctly, including the new layer, BUT the RegionFolder value is not pulling a value so the subfolder is being created with UNKNOWN as the subfolder (which is w

Hello,I have just signed up for the paid DocuSign less than 24 hours ago, and I have been trying to reach some type of customer support. I have unintentionally signed up for the Standard plan vs the Personal plan, and I am hoping to get any type of support in switching over to the personal (please see my original email below), However, it has been impossible to open a customer service case, I keep getting a “Unable to log in.If this is your first login attempt after purchasing a DocuSign plan, allow 15 minutes for account creation before accessing your account.For all other log in scenarios,  contact DocuSign Support  for assistance.” How can I get this issue resolved, I just want to open a case so I can get a hold of customer support.  Hi DocuSign Team,  I just signed up for your monthly membership, and I preemptively selected the Standard plan vs the Personal. Because I will only be using this account internally with my team ( 4 of us) I don't need anything larger than the personal.

I have a Freemium account with DocuSign but somehow have an annual subscription that cost me $480.00 in 2023 and $636.00 in 2024, what is going on?!

I received a text telling me I had unsigned W9 form in Docusign, but when I went to my account it said everything was fine.  Is it fine or is this real and something else is needed?  Trying to reach Customer Support is nightmare so I’m hoping someone here can help.  

I have sent a document for signature, very simple one. Then I upgraded my account and have tried to send another document but I get the message “Account does not have permission to send to Certified Delivery recipient type.”. I’ve no idea why it worked previously on an unpaid account and now won’t work. I’m sending to the same recipients.I’ve tried to open a case for help from support but I’m told I have to have a “Paid Plan”, which I do! Then when it prompts me to upgrade for support, it says I have the current plan…..Totally stuck. No idea what could be wrong and no support accessible from Docusign...

Where on a certificate of completion should it show that the sender signed the document prior to sending to me? 

We have some life sciences customers who have procurement Part11 modules. Since Part 11 requires signers to do identity verification, they purchased the Enterprise Pro edition and added the company SSO so that all signatories were added to their Docusign Account. Because of such customers, if they are recommended to move to IAM, the number of users is very exaggerated and the cost is unbearable. We've heard that there are also IAM unmanaged licenses that can be assigned to such users. Whether there is documentation for this piece, how to enabled, and how a license is assigned. Hopefully there will be more detailed steps that can be operated. it can be very valuable. FreeLink/甫连信息🌍 DocuSign Partner | Partner Profile🌟The only DocuSign Partner globally with two Certified eSignature Technical Consultants🏆 DocuSign 2024 APAC Reseller Growth Partner of the Year💡 Ranked #1 in the OG All Star category in DocuSign Community Wrapped 2024📊 DocuSign Community Leaderboard Top 5 contributor🚀 E

Hi!Recentlz I’ve been unable to use some features in DocuSign such as uploading templates to use later. I’m assuming DS’s experiencing server issues. Does anyone else go through the same?

Hi, This is likely a simple issue, but I have used DocuSign with others before and needed to create an agreement for my company, so I signed up. After creating the agreement and sending it out, I did not receive a copy (I checked my junk and spam folders). I’m unsure if the others on the list received it, as I even added myself as a recipient. What did I overlook? I apologize for the silly question.G

Hello,We have recently completed the integration between SAP SuccessFactors and DocuSign for onboarding purposes. The process is working correctly, and documents are being sent to new hires automatically after their data is processed.However, for compliance and identity verification reasons, we would like to enable multi-factor authentication (MFA) — such as SMS verification, phone authentication, or access code — at the moment the new hire receives the DocuSign envelope.Our goal is to ensure that the recipient is the correct person before any document is opened or signed.Could you please confirm: Is MFA (e.g. SMS, phone call, access code, or ID verification) supported for signers via the SuccessFactors–DocuSign integration? If yes, is this available in all SuccessFactors versions, or only from a certain release onwards? Are there any SAP KBA articles or DocuSign guides available to configure this correctly? Any help or guidance would be greatly appreciated!Thank you in advance.

I’m working in DocuSign CLM and facing an issue during the “Review and Send for Signature” step.Here’s the flow of my CLM workflow:1. I use an XML Merge Document step to generate a Cover Letter, and store it in a variable (Cover_Letter_Generated).2. This variable is then passed to the Review and Send for Signature step.3. The person sending the document is a Legal Reviewer, who has a DocuSign Sender permission profile (not Admin).Problem:• When the Cover Letter is included via the XML Merge step, I get the error:“You do not have access to send for signature.”• However, if the Cover Letter step is removed, the same Legal Reviewer is able to send the document for signature successfully.• The issue goes away completely if the sender has DocuSign Admin permissions, even with the Cover Letter included.Expected Behavior:I want to keep the sender as the Legal Reviewer (DS Sender) and still be able to include the Cover Letter generated by the XML Merge step.What I’ve Tried:• Checked workflow s

Hi everyone,Until a few days ago, I had never used DocuSign, so I’m sure my problem is something simple—but I just can’t figure it out.I’ve built a web app where our nurses and doctors can create prescriptions for medications. The workflow is: the nurse selects the patient from the database, chooses the medications, and this information populates into a DocuSign template.Once all the details have been entered, the user clicks “Send to DocuSign.” At this point, a new browser window opens with the DocuSign document, which is great—it allows the nurse to review everything before proceeding.Here’s the issue: after that review step, I want the document to be sent to the doctor, who only needs to sign it and add the date, but also needs to edit the medications if required.Right now, it’s making me sign the document, which then completes it. That’s not what I want—I just want to preview it, then pass it to the doctor for their signature and potential edits.I’m guessing the issue is with how I

We would like to create a template form to incorporate a customer qualification process and use DocuSign for signing off on each stage of the process. How we can structure the signing off process through DocuSign, and specifically how can we enable parties to sign off on their respective parts of the workflow?

Wondering where to configure account lockouts for incorrect password attempts.  Is that even possible?  I know how to set the password requirements, but there’s nothing there for max number of failed attempts before restricting access.  Am I missing something?

Despite reaching out to the QuickBooks Help Center, I was informed that the problem lies with DocuSign as it is considered a third-party app.  I am reaching out to seek your assistance in tracking down the DocuSign app within QuickBooks Advanced. It seems that there might be a compatibility or integration issue, and I would greatly appreciate your expertise in resolving this matter.  If there are any specific steps or guidelines you can provide to help me locate and integrate the DocuSign app seamlessly with QuickBooks Advanced, it would be incredibly helpful.  Thank you in advance for your time and assistance.