Help Forums

DOCGEN_PROCESSING_FAILURE    New system is totally broken.  Support is non-existant.

Hi everyone, for the email that went out from Docusign with the title “Docusign Transactions Moving to Microsoft Azure, Action May be Required”, should the IP and domain allowlisting be done in Salesforce or is this done at the network level? I’m trying to understand if I should update our Setup > Network Access (IP ranges) and Setup > Trusted URLs (domains) in Salesforce or if this needs to be done by someone else in our IT department. Thanks so much!

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,Someone sent me a document to sign.I don’t want to sign.I don’t want to open the document, in which case they will receive a notification that I opened it. This is commonly used by scammers/fishing-attempts to fish for info or actions on things that take place on my end.I have been getting daily reminders for a while now to sign. It’s annoying. It’s a waste of my time to get these emails daily and to handle them.I have emailed the sender asking them to stop sending these. They did not.How can I stop getting these reminders to sign? It’s costing me a lot of time, grief, computer resources, and general annoyance, and it’s generally unfair to me to be bothered with this stuff daily.Thank you in advance.

My credit card got charged $120 on Oct 25 but my DocuSign account is free through DocuSign for Realtors.  How to I get rid of this charge and the second account?  There does not seem to be a way to call, email or write to DocuSign. Rhonda Berg 

I’m an admin and have provided shared access to one user account to multiple users. When the users are trying to correct bounced back emails by using the Resend button, they can go in and commence correcting it, but then an error message appears “Something went wrong. Please try again”. The envelope is then showing status of Correcting, but no one can access it. The help material says this should be ok in 15 minutes, but not the case. When I test out trying to correct the envelope there is no issues. All users have been given “edit” access.

I am reaching out to share my terrible experience with DocuSign “support” and seek advice on accessing the non-profit discount.In August 2025, I carefully read all the eligibility guidelines for the non-profit discount, which is verified through a third party service, Goodstack. Nothing in the instructions or on the Goodstack website indicated that a Goodstack account was necessary for them to complete the verification. The instructions from DocuSign indicate that Goodstack will reach out to you for any verification needs after you complete the DocuSign non-profit sign up (which requires a credit card). So, I applied via DocuSign, and my organization was immediately declined and charged the full amount for our account. I then began what has been an over two month journey with DocuSign “support” of trying to find out why we were denied and hopefully resubmit for approval. “Support” bounced me to over 5 different people who’s only answer was “we don’t know why you were denied,

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

After all parties signed my document, Docusign changed SOME of the terms within my document into gibberish/symbols.I use Zipforms for my contracts, and only SOME (not all) terms that I included in the contract where changed to symbols once all parties finished signing.The issue is NOT my PDF viewer, as I viewed the document online within Docusign itself, and it shows the symbols.  Yet, on the previous completed envelope, that PDF does not have the issue.I’m going to resend a new envelope for re-signing, and we’ll see if the problem persists.  Yet, I’d love to know why this occured when I’ve never had this issue in 18 years using DS.  

I’ve configured a Connect configuration in DocuSign and selected “Include Configuration Level OAuth” for authentication. I have entered my Auth URL, Client ID, and Client Secret in the setup.However, when the Connect request is sent, I only receive the grant_type and my custom parameters. The client_id and client_secret values are not included in the request payload.How does DocuSign send the Client ID and Client Secret during the OAuth call — are they sent as headers, as part of the body, or in some other format?How can I ensure that the Client ID and Client Secret are sent as part of the OAuth request?Thanks in advance for your help!

I received email from Docusign Community - via h******@*********.com .  Just confirming if is is phishing or legitimate email. 

All i wanted to do is create a document that needs a signature. Now I cannot retrieve the document because my reset password is not accepting. I cannot get to the chat box for support to pop up. For a document to be scanned and emailed back, to this process has wasted a tremendous amount of time. And this process is also painful.

I am using DocuSign for 2 complex medical consent forms related to Embryo Adoption in our IVF program (I am a fertility doc). We will need to use the online notary function. It is very important that we get this right as disputes over frozen embryos are sadly not uncommon (Sofia Vergara and Nick Loeb)...This is simply beyond my abilities so looking to outsource. The consents are written and approved by our legal team.

Is there a way to get envelop status?I want to set some condition based on the status of the specifict envelop I sent via PowerAutomate in the same flow.If is signed: Update to SharePoint If is waiting for signature: Wait/Send reminder If is declines: Send email + additional actionsThanks you and best regards.

I have a number tab called Employee Number.  How do I update this tab using esign API in C# before I send the email?This is my existing MakeEnvelope where I am attempting to do it:         public static EnvelopeDefinition MakeEnvelope(            string signerEmail,            string signerName,            string ccEmail,            string ccName,            string templateId)        {            // Data for this method            // signerEmail            // signerName            // ccEmail            // ccName            // templateId            EnvelopeDefinition env = new EnvelopeDefinition();            env.TemplateId = templateId;                        //env.AllowMarkup = "false";            //env.EnforceSignerVisibility = "true";            //env.RecipientViewRequest            Number employeeNumber = new Number            {

Hello, I have a user who is unable to log in using sso.  Profile does not show anything out of the norm.  Docusign seems to be up and running.  I can log in.  User sees error Contact your admin.  You don’t have permission to access this page.  Contact your account admin for more information.

Looking for a way to set up signature tag specifically, to always be on the same line of the document used with template. We noticed the tag is not on the same line all the time, and the issue seems to be the size of the document.I know we can let users move the tags before sending the initial envelope but looking for another way so the users don’t have to adjust the tags. How are others working around this? Thank you. 

Why  radio buttons, like adding addendums, are not active?

Hi,I’m trying to use Embedded Web Forms in my React App. I’m using the following Docusign NPM Packages: docusign-esign @ ^8.4.0 docusign-webforms @ ^2.1.0 I have created an Application at https://apps-d.docusign.com/admin/apps-and-keys, and I have requested the following OAuth Scopes, and approved these within the Browser:const scopes = [ docusign.ApiClient.OAuth.Scope.IMPERSONATION, docusign.ApiClient.OAuth.Scope.SIGNATURE, docusign.ApiClient.OAuth.Scope.EXTENDED, 'webforms_instance_read', 'webforms_instance_write', 'webforms_read', ];I use the `requestJWTUserToken()` method from the SDK to successfully authenticate using my Private Key and this returns an Access Token.I then use the `F

Hello, My company signed an agreement in July, paid in August and it is now December and we still have not been given access to an account. We flagged issues back in August and there have been MANY MANY emails and calls about it and I keep being reassured that DocuSign are fixing the issue (a huge DocuSign error and breach of GDPR) where they linked our contract and payment to an incorrect/different company yet it is still not resolved. It is taking so much of my time to deal with that I feel like I should be sending an invoice to DocuSign for the time I have spent trying to fix your mistakes and also the time I am loosing by having to go through a wet ink signing process as after five months we still have no electronic signing system. I am told by person #1 that person #2 will contact me, then person # 2 says it is person #1 who will contact me.I also emailed the general support ticket I had and got an automated message to say my tic

Hello all,Maybe I missed this and you can direct me to the proper instructions.  Here is my issue:I create an #HREF custom field so that the signer can read a State Statute on the legislative website.  And that works just fine.  The problem is the URL is really long and since the URL is in the tool tip, a signer who is using a screen reader has to listen to a really long URL.  If, when creating the form, I change the tool tip to match WCAG standard for hyperlinks the link breaks.  Are those using screen readers doomed to listen to obnoxiously long hyperlinks (including the https://) or is there a workaround?Thanks

Dear DocuSign Support Team,I am trying to contact you regarding an invoice issue, but I am currently unable to log in to the DocuSign Support page. Each time I attempt to sign in, I receive the following message:"Having trouble logging in?If you signed up for a Free or Trial account, chat with us to let us know you need access.If you just purchased a DocuSign plan, please wait about 30 minutes for your account to be set up. Ensure you activate your account before trying to log in."My account should already be active, and I recently purchased a DocuSign plan. I can log in and access all features of my account without any issues, but this support-login problem prevents me from accessing the support options.I urgently need assistance because the invoice I received contains incorrect and incomplete company information and cannot be used for accounting purposes. I require a corrected invoice with the proper company

Hi, when using the text box field i am trying to change the number of characters allowed in the text. i try to change it but it automatically goes back to 4000. why is this and how can i fix it?

Hi everyone,I’m looking for the best practices your organizations follow or any standards established by DocuSign for envelope retention:How long do you retain completed envelopes in DocuSign? Do you export documents into another system? Did compliance or operational considerations influence your decision? I noticed that notifications for purging are sent to all recipients based on default sender account settings (day 7 and 14 being in the purge queue) - That seems inconvenient, how did you manage that?Thank you for your insights!

Hi, I’m implementing the SenderView in an iframe using the docusign-esign node package. I’ve set a returnUrl, however upon clicking Send in the iframe, it just redirects the user to the Sent list page instead of the returnUrl. As a result, we are unable to get any trigger or indication that the sending is complete and we don’t know when to close the iframe. Is this a known limitation? Are there any fixes or workarounds?