Help Forums

I’d like to contact Docusign CEO Allan Thygesen directly or Docusign’s customer care team to address my issue as follows.   Let me explain the problem.   Docusign does a great job of trying to authenticate who you are with Truth Challenge questions (series of 3 questions).  Good.  Examples, what county did you live in when you owned a property, car you bought year, color etc.   Good. These questions protect us when signing docs.The problem is that when docusign challenge questions start asking questions about people whom I have no clue about beyond I know this person was the former owner of my house i currently live in that where the titles on our houses switched during this aquisition.  Then the challenge questions i failed “asking questions completely not relevant to a person i don’t know”, forces a reset and then reasking of the question. This is inefficient use of time on all sides.Docusigns algorithm for grabbing data from Credit bureaus is severely flawed.

I am calling Docusign EnvelopeService to send emails with documents. How can I track if the email is bounced back due to non-existed email address? 

Hi.In the documentation, I was able to find a complete list of statuses with which a user’s work with the Recipient View can end (and which is subsequently passed as a query parameter to the specified RedirectUrl):https://developers.docusign.com/docs/esign-rest-api/reference/envelopes/envelopeviews/createrecipient/At the same time, I can’t find similar information anywhere for the Sender View:https://developers.docusign.com/docs/esign-rest-api/reference/envelopes/envelopeviews/createse

Hi, I am developing an interface from SAP C4C (Sales Cloud) which brings in Sales quote data for e-signature. There is a standard connector available in Integration suite for authenticating and perform function calls to Docusign. Can someone help me with what function/API to call and if there is a sequence of APIs I need to call for this requirement

Is there a way to filter active envelopes in DocuSign by a specific client or client matter number (stored in a custom field), and then only display the latest recipient in the report?Use Case:We manage multiple envelopes per client, and each envelope may have several recipients. For reporting and tracking purposes, we need to:Select all active envelopes linked to a specific client or matter number Filter the results to only show the most recent recipient, rather than the full recipient historyWhat We’re Looking For:A way to query or report using custom fields A filter or view option that limits recipient data to the latest signer Ideally, something that can be exported or integrated into reporting workflowsHas anyone achieved this with existing DocuSign tools or APIs? Any tips or workarounds would be appreciat

I am able to pull reminders via the API but is there a way to report on reminders in the CLM reporting module?

I have a document that needs to be signed by many different people. Some of them have already signed, but now one person has declined and suggested another person to sign. Can I change individual persons without having to resend the document to everyone?

Dear DocuSign Support,I am a DocuSign user with a 1,000-envelope plan, and since yesterday I have been completely unable to send any document for signature. This issue is seriously disrupting my work and causing significant professional and financial harm, as I am unable to complete several urgent closings.It is also impossible to create a support ticket or contact DocuSign directly through the usual channels, which makes the situation even more critical.Please treat this matter as urgent and provide immediate assistance so that my account can be restored to full functionality.Best regards, 

I am getting an error message when trying to send a document for signing. It’s quite urgent that I send it too. Account does not have permission to set Allow Comments. I had the free version, upgraded to the personal plan monthly hoping this would fix it and it hasn’t. I assume I am the admin but can’t see anything allowing me to change a setting to allow comments anywhere. I created the envelope from scratch and didn’t use a template. I need to send this ASAP so please help.Thanks

Hello DocuSign community,We have installed a DocuSign package in our org however we encountered an administrator as status ‘Pending’ the rest of our users are in status ‘Active’, please help me out what actions are needed to change the status of this user. Please see attachment for reference. 

Hello all, Could anyone please advise how I can receive notifications when the DocuSign Apps Launcher package in Salesforce is scheduled for an update or version change?RegardsMichael 

I have a template that I used to create a web form.  The webform works as expected.  Later I needed to change the validation of three text fields to date format.  1st Question - are dates allowed as validation for text fields in webforms?  (assuming yes)Here is how I changed the validation of the field:Edit web form. Edit templates fields. Changed validation of the desired field to date with the default mask. Save & CloseNow the link to the field is broken. When I View template connections I see:Under the WEB FORM FIELD column “--connect web form field-- Under Template field the name of the field I changed which in this case is Incident date.Clicking on the --connect web form field-- doesn’t do anything.  I CAN type the API reference name, which is Incident_date into the --connect web form field--  but when I click Save nothing ch

Hi, we have added a document and when we go to add merge fields we get a, ‘Attempt to de-reference a null object’.  The message disappears and then we can add merge fields. We then go to add the merge fields fields into the document and receive a ‘Save Error: Some Fields may be out of Sync Error’. We have disconnected as suggested in related articles but that did not solve the issue. Any other suggestions?Thanks

Hello all,I work in the public sector for Olmsted County, MN, USA.  We are trying to raise empathy awareness with our staff about electronic accessibility requirements and compliance.  Is there or could someone create a video showing someone filling out and signing a Docusign form using a screen reader? Even better, a “bad” experience because the form wasn’t created properly, and an “ideal” experience where the source document was built using Style Headings, Numbered/Bulleted lists, and the form has meaningful data labels and tool tips.I’m in the process of learning how to use a screen reader but I am not proficient enough to create my own demonstration.  I am also curious, is the screen reader able to see the content of the document or just the fields? I noticed that hyperlinks in a Word Document are removed (flattened?) after the document is uploaded into an envelope/template.  Which in a way makes sense since the purpose of Docusign is to fill out and

I’ve acquired the new signing certificate for Docusign and SSO, however I am unable to sign in to the portal as admin to apply the new certificate because of the above issue.This is affecting a lot of our users, and we’ll work to create a contingency for future reference, however I desperately need help now.Is there anyone from Docusign Technical Support that can assist?Many thanks,Shaun

When I want to send a document to sign, I get this message "Account does not have permission to set Allow Comments" and I can't send it.

Getting DocuementViewer.aspx in the preview screen of Docusign Document generation 

I'm trying to set up JWT Grant authentication in the DocuSign sandbox, but I'm constantly running into an invalid_grant / issuer_not_found error, even though I have successfully completed the consent process.My Configuration Environment: Development (account-d.docusign.com) Integration Key: 1b490ae4-97d1-4b5b-a4d4-cee9998fdf03 API Account ID: 73228f49-0509-4526-ac11-20a1025960e3 User ID (the user who granted consent): 80a3a400-b695-4fbf-9809-7cf4538d9419 Problem DescriptionMy server-side application (a Firebase Cloud Function on Node.js) is using the official docusign-esign library to call requestJWTUserToken. In response, I receive a 400 Bad Request error with the following body:{ "error":

Hi, Please refer to the attached screenshot.The red circled indicates where the original scroll bar was.When you click on the scroll bar to move down the document, the standard fields on the right hand side will stay so you can drag the relevant to the document. Since last week, it suddenly went missing. I have logged a ticket with the Docusign Engineering team yesterday to resolve this bug and I have not heard anything yet. This is business critical as I cannot fulfill my daily work functions. Anyone encountered this before? Or how can I escalate this further? Thank you. 

Hello!I'm working with Smart Rules and have a scenario I'm trying to optimize.I've successfully configured a Document Smart Rule to move a document when a specific attribute value on that document is changed. This functionality works perfectly. My goal is slightly different: I need the entire folder containing the document to be moved, not just the individual document, when the triggering attribute change occurs on the document inside it.Currently, the Document Smart Rule only has the action "Move Document", not “Move Folder”Is it possible to configure a smart rule or use a combination of rules/actions so that an entire folder is automatically moved to a new path when an attribute value changes on a document contained within that folder? Thank you! 

DocuSign support is terrible. Not only is the response time 24 hours from each posted query, but phone support agents barely speak English, and when they can't figure out the answer to your problem after putting you on hold, they disconnect the call. This has happened twice now on a single support case (still unresolved)-- and the support agents never call you back, even though they have my phone number, so it's not a call reception or other phone issue. Is there someone higher up at DocuSign who is in charge of DocuSign Support, and what is their contact info?

I need help with troubleshooting an envelope. A signer was redirected to https://authentication.idnow.de/docusign/requestsignature to request a digital signature. But was stuck. I did not correct my envelope whatsoever and there is no error prompted from me (the sender). 

Hi everyone,I'm trying to use the "Split via XML" method in the Split Document step of a Workflow. However, the documentation doesn't provide any details or examples of the XML structure required for this method.Could someone please share a sample XML or guide me on how to structure it correctly for splitting? Any help or reference would be greatly appreciated!Thanks in advance!

I'm suddenly getting 3-5 phishing emails a week from the docusign.net domain and none of the standard reporting email addresses like abuse@ or admin@ work. They reject my email, and I can’t find any reporting information on their FAQ page.  I guess I'm left with the choice of blocking the domain? Why do they make is difficult to contact support or report phishing? Keeping customers at arms length is bad practice. Edit:  Spam@docusign.com.  What a waste of my time finding that.  Edit 2:  Spam@… blocked my email as spam.  This is BS. Going to block the domain on the server.  

How i can sign a document offline? When i have at longer time no connections.