Help Forums

Hello,I am unable to start the identity verification required to sign a document via DocuSign due to a technical issue with the IDnow verification step.In the mobile IDnow app, the connection test immediately shows the message “You have NO connection - BAD” and stops. This occurs despite having a stable internet connection. I tested this on a smartphone using both Wi-Fi and mobile data, without VPN.On desktop, the identity verification step also cannot be completed: the “Connection speed test” screen does not progress and remains stuck (Chrome browser, tested with both Wi-Fi and mobile internet, all permissions granted for camera, microphone, and location, no browser extensions installed).Because of this issue, I am completely blocked from completing the legally required identity verification and therefore cannot proceed with signing the document.Additionally, I am currently unable to contact DocuSign support through the platform itself. In the Get

We are using DocuSign for a POC. A DocuSign account has already been created and successfully connected to Salesforce.However, when we try to add or use Salesforce merge fields while sending an envelope, we receive the following error:“This Account lacks sufficient permissions to use Merge Fields”The integration between DocuSign and Salesforce is active, but merge fields are not working. We are unsure if we are missing any required permissions, settings, or configuration on either the Salesforce side or within DocuSign for merge field access.We would like help identifying: Which Salesforce user DocuSign uses to resolve merge fields Any additional permissions or setup required for merge fields in a POC DocuSign account Please let us know what configuration or access is missing to resolve this issue.

I have been unable to fully open Docusign Rooms for almost two months. Tech support closed the case and said "Good Luck" but we can't help. Has anyone else experienced this? I tried every concievable fix to no avail.

Hi, I have a template docx where I want to put payment details with QR code image (different for each user).I’ve already tried all of the following (`payment_qr_code` = Base64 encoded image).And none of it displayed anything, it just prints the string/html tag. I use the https://developers.docusign.com/docs/esign-rest-api/reference/envelopes/documentgeneration/updateenvelopedocgenformfields/ API.

I am trying to develop a Docusign integration with a dev account. After 20-30 envelopes the API just gives up with a permanent ENVELOPE_LIMIT_EXCEEDED error. Not very helpful for a developer.The support live chat I can’t seem to get to do anything - click the button and nothing happens. Trying to login to support gives me an auth error. How can I contact support to get them to lift this limit. I’m on my second developer account already and I don’t want to keep creating them.Anyone know the email address for support or some way of sorting this?

Calling Login with https://www.docusign.net/api/3.0/credential.asmx fails with "One or both of Username and Password are invalid."  The Login call is made by using “[IntegratorKey]Username” as the username.This just started recently.  I was only made aware of it today, so it could have started today.  All my customers are down. Is it possible that the API has changed and I never received any emails? We got our Integrators Key in 2013 and have not made any changes to this code in quite a while.

I signed a document on DocuSign and sent it to others. They requested proof that it was signed by me. That is to say, the Completion Certificate document must have the email address and mobile phone number of the signatory. However, on my Completion Certificate document, only the email address is shown but not my mobile phone number. How should I operate during the signing process so that the mobile phone number is displayed on the Completion Certificate document? Thank you!    

Hi all, we had DocuSign Apps Launcher working on our test Salesforce sandbox. I’ve migrated to the User Acceptance Testing sandbox and am getting a ‘Page doesn’t exist - Enter a valid URL and try again’ when we click the ‘Send with DocuSign’.I’ve set up a new template on the UAT sandbox and that’s working, there’s a corresponding IK on my Apps & keys dashboard, so it’s connected to my dev account.The button is calling:{!URLFOR($Site.BaseUrl + '/apex/dfsle__sending', null, [sId = Farm_Visit__c.Id])}I’ve tried swapping out the /apex/… with endpoints for REST & SOAP to no effect. I wasn’t really expecting that to work but /apex/ isn’t listed on the endpoint page listing so figured it was worth 30 seconds to cut’n’paste.I'm assuming that $Site.BaseUrl is correct (https://demo.docusign.net but I don’t know how to check that from Salesforce. That is wha

How do I put a text field into a document that all signers can see? It seems that only the signer who is assigned the text field can see it when they are signing, but other signers can't see it until after the doc is fully signed and completed.

I am working in Navigator’s sandbox environment and have signed several test envelopes with documents embedded in each of them. I believe those signed documents will appear in the agreements list, but there is no agreements to show. I have admin permissions and can see all agreements in Navigator.Please advise. Thanks!

Hello, Anyone having problems with the new version sharepointfororganization 4.2.1 ?After installing it in the app catalog it is available to install on your SharePoint site. When adding it to you sharepoint site it is installed succesfully on it but on the site it is not visible or possible to initiate Docusign. When you had a previous version installed on the site and you do an update it’s not a problem. So only when it’s a new installation it’s is not possible to use it after installation.  

Hello everyone,I’m encountering a problem when accessing the DocuSign Developer Portal:- URL: https://developers.docusign.com/platform/account/  - After logging in, the page stays completely blank (only the header appears).- In DevTools Network tab, the request to `/api/user/settings` returns HTTP 500.- On the console, I see the error:    TypeError: Cannot read properties of undefined (reading 'account_name')Steps already tried:- Tested in Chrome and Edge (both latest versions).- Cleared cache and cookies, used incognito mode.- Tried on different networks and devices.- Extensions like AdBlock are not the root cause.It seems the frontend cannot proceed without user settings.  Has anyone experienced something similar? Any workaround, or is there a direct way to reset or repair account settings?Thank you for your help!

Dear DocuSign Team,I am writing to express my extreme frustration regarding the Go-Live process for my Integration Key (Podio-API). I have been stuck in a loop between your technical and sales teams for several days now.Here are the facts of my case: Technical Compliance: I have successfully completed 26+ API calls in the developer environment, and my status is currently "Ready to Submit". Account Status: I have already upgraded my account to the Business Pro plan (Account ID: *******), which should support custom integrations. And my Developer Account ID is ******* The Issue: Despite the upgrade, the "Select" button remains disabled, and the system shows my account as "ineligible" to promote an integrator key. I have been told by your technical team that I am on the right track, yet

There appears to be no way to report on number of envelopes re-sent (or sent manual reminder). Anyone have a way of doing this? Or is this a request to the Docusign developers? 

Good morning. We have a paid-work DocuSign account assigned to one email. That person fully created the account and changed the original password. Now that person is on extended leave and no one has access to action anything. He is not reachable. We’ve not used any functions as it was just renewed for another year and we don’t want to let it go to waste. Plus when the person returns he will no longer need access to DocuSign.  Is there anyway that email can be removed and another email can be registered as the admin? I have that persons email and what we believe to be the original password. Another office took care of payment, so I’ll be able to get any information from them as well. Please let me know if this is possible and thank you!

Need to be able to do RON signing on documents

I have dutily noted the time period between January 2026 and May 2026 to complete the migration of services for EU Production Accounts to Azure Infrastructure. Will we be notified as to when the migration is completed (even a global communication)? How can I, as a customer verify that we indeed migrated to Azure infrastructure? Thank You

I sent out a real estate sales contract to the buyer.  The buyer asked me to change the closing date.  I deleted that document from the packet and inserted a replacement document.  Now I need to put in the initial and signing locations and resend the entire packet.   Is this possible?  Or do I have to just resent the entire packet and redo all the signing and initial locations? 

I have noticed that upon the envelopes gets fully signed the recipients can download a copy within the same day but the next day this feature expire is there a way to extend this time? I would like them to be notified once the documents are sent to my signers and also once they are fully executed the way is set up currently is only notifying my recipients once the documents are fully signed.  Thanks in advance for your help.

I would like to understand how the numbers under my signature are generated. Are they unique per document. Do they remain the same every time I sign? I just need a better understanding of what those are and how they are created. And to be clear I am referring to the numbers that the red arrow is pointing to in the image below.*signature removed* 

Hello everyone!I’m currently working in a company that use Docusign mainly through API to send and manage legal document signature.My company has different brands so we subscribe to the option of branding. Each of our brands needs to have specific e-mails body for the signing invitation, when we resend the invitation and when all signers have signed. From what I understood the main option to customize those templates is to upload custom email resource files.But the disclamer on top of the feature: Important: Customizing resource files is an advanced branding configuration option which can significantly impact your account, and should be done only by someone with expertise in XML and HTML. The master resource files are subject to change without notice. If you customize your resource files, after each release, Docusign recommends you review any changes and update your custom files as needed.I wanted

We are new to DocuSign, and I’m experiencing some difficulties setting up a template for our lease agreement. The agreement contains several fields that need to be pre‑filled before it is sent to the CFO for review. After the CFO’s review, the document will then be sent to the customer, before being returned to the CFO for countersignature. Once all parties have completed their sections, I should receive the fully executed documents.I’m having trouble configuring the template to allow for this pre‑fill stage, as well as assigning the appropriate fields for initials and signatures required from both the CFO and the customer.Could you please assist? I’ve attached the lease agreement, and all areas highlighted in yellow require pre‑fill.Thank you.

Hello,Our users can’t login to Docusign for over two weeks because the SSO certificate from IdP Azure expired.To my knowledge we have ‘require all users to log in via SSO” policy in place, and bouncing of walls. We’ve already went thorough domain verification (DNS records & GUID) and there’s no further communication from Support.How can we resolve this problem? We need our service back.Thanks,HicITDS 

i am trying to send the  impersonation consent url in my production environment and am getting a 404 error and not sure why. below is the setup of the url:https://PROD_DOCUSIGN/oauth/auth? response_type=code &scope=signature%20impersonation &client_id=YOUR_INTEGRATION_KEY &redirect_uri=YOUR_REDIRECT_URI Thank you