Help Forums

I am trying to create a new developer account on docusign using https://www.docusign.com/developers/adlp/sandbox but after clicking on ‘Get Started’, nothing happens and the registration doesn’t progress. What are the steps to resolve this? 

We are seeing a new issue with our workflow to manage templates via the API* where the font is changing from Arial to Lucida Console in the final template (the workflow is basically copying a template from the demo environment to the production environment).Per the May release notes, the default font is changing *to* Arial and Lucida Console will no longer be supported. Given that it’s still May and not all announced changes will be deployed by the time the notes are published I wouldn’t normally ask, but these release notes also have “This publication applies to the Demo and Production releases for May 2025 version 25.1.02.00. All datacenters have been deployed for this Production release.” So given that, can I assume that this change *is* live? And that if we’re not specifying the font for a template and/or it’s not recognized, the default *should* be Arial at this point?*This integration is still using API v2.0, upgrading this is a work in progress.

Hello,While I’m able to enable hidden text for a document with multiple signers, I am not able to un-masked the hidden text so that it’s displaying on the original, signed document. When I used the “Form Data” the hidden text is displaying as a separate document, which is not what I’m looking for. I need to be able to see the hidden values on the original document and be able to print out or download for auditing purposes.Can you please help?Thank you!Hoang

I have a document that has 4 columns with 32 lines each and need totals at the bottom and another place in the document that has an additional 4 columns with 32 lines each.  I’m trying to find out if I can create a formula that will add automatically such as the excel field =sum(1:32).  How do I create it in DocuSign?Thank you for any help.

Hello,I encountered an error stating "sign on paper is not allowed" when attempting to sign the document from the provided link.Best,Farah

First time using Docusign. I’m trying to upload my PDF with its existing prefilled text but Docusign keeps deleting it. I would rather not have to retype everything. I looked around and I never got a prompt that asks if i want to “keep” or “delete” my prefilled text. Any information would be appreciated thank you.  

Hi,I have a scenaio, which I found little weird when I was testing reassignments. Below is the scenario.I have 3 signers A (signing order 1), B (signing Order 2) and C (signing Order 3).Signer A has signed the envelope. Now envelope is corrected, Signer B is changed to Signer A. Signer A is the 2nd order signer now. Signer A reasigned it again back to Signer B. Signer B is now the 2nd order signer again. But I see Signer A is not added as a CC recipient after reassignment. Question 1. Why Signer A is not in the CC recipient?Question 2. I get the API response from Docusign after reassignment, why there was no CC recipient in that response?Question 3. As per the API respose we recieve after reassign. How would someone know who has reassigned to whom ?Let me know if there is any question for me.Thanks in advance.

Hello, we use DocuSign for the signature process of individual contracts. Therefore, we always fill in an Email text, even though it is not a mandatory field.Unfortunately, this email text is also shown in the completion notification for the person that signed the contract.This is super confusing for the receiver. Is there a possibility to adjust this notification so that the completion email does not contain the initial email text? Thanks in advance and best regards, Katrin   

Do the “Filters” setting in Retrieve assume ‘And’ or ‘Or’?For example, I have added 2 different template names in the Filter and run the script but the results are empty.  I can run each template name separately and get results.  If the setting assumed ‘Or’, I guess it would be better to add an Envelope custom field to each template and make it the same for both/all templates for which I want to retrieve data? Thank you.Susan

Hello,I am not what you would call a “super” user of docusign so bear with me. I am the person who opened my docusign account and the only one who has had access to my docusign account since opening it in 2015.  Thus I believed all this time I am the “administrator” by default - as if not then who the H E hockey sticks else would be?I have never had need to “log on as the administrator” until recently due to a need to change my account status.When I go to Accounts Overview > Seats and Users page I see 1 seat and I see me listed as a user - I see my email, the date added, status (active), Permission Profile (is blank) then under “groups” it says “Administrators, Everyone”If I click on my name under users - I get an error message that says “error occurred while getting user detail”. If I click on “actions” then “edit” I get the same message : error occurred while getting user detail” The reason I am attempting to click on my name or “actions” in the first place is because according to

I would like to get the same link which is shared in the completion email which allows the recipient to download their documents so that I can share it in a separate email.Specifically I mean the link which is automatically included in the completion email for download when the envelope is over 5MB. This is designed securely for email as it times out and forces the user to re-send the link to their email address.I cannot find a way to get this link via the API or any other means other than the automated completion email.

In April I bought a month Subscription to docusign and paid 68 dollars and change for that subscription. I canceled the subscription in mid April and when the renewal date for the subscription came up in May i was charged 148 dollars and change? It makes no sense since i currently have the “Free version” i should not have been charged anything.  Even the 148 dollars doesnt make sense if it was auto renewed wouldnt it be 68??  I am so confused by this.  When i tried to open a case I cannot because I have the “free version” I tried calling and get auto hung up on, and the website hasnt been helpful.  How do i get this resolved quickly?

My accountant sent me my tax forms to review and sign via a DocuSign.  I attempted the authentication questions but failed to authenticate.  I had the accountant send them over several times but each time I failed the authentication. There were a couple of questions that didn’t apply, but the rest I recognized.Where does this information come from? How can I verify that it is valid?Is there anything I/they can do to help me login?I did have them send my taxes a different way but I want to make sure this doesn’t happen again. 

Hi,I received the below email from DocuSign who stated my accountant was asking for me to sign my 2024 returns again. I followed up with her after signing to ask her why these were being requested since we signed them last month. She said she has no idea.Kindly advise and see below the emailrom: DocuSign NA4 System <dse_NA4@docusign.net> on behalf of Your Tax Professional via Docusign <dse_NA4@docusign.net>Sent: Monday, May 5, 2025 1:14 PMTo: P***** M******* Subject: Hi, it's T**** D******! Time to review and sign your taxes.   You have been sent a document to review and sign. REVIEW DOCUMENTS T**** D****** (t****@t*************.com) wrote: Thank you for being a valued client of T** S******, LLC. It's time to review and sign your completed tax return. All you need to do is:  1. Click the Review Document(s) link above  2. Sign where specified a

Our org uses Docusign for eSignature and Doc Gen natively in Salesforce via the Docusign Apps Launcher v6.12. I'm attempting to modify an existing Gen Template. Specifically, I want to swap out the current Word .doc being used with a newer version. I can add the new Word doc via the "Upload Documents" stage of the process, but removing the old doc is throwing an error: "File failed to delete. Try again."When I attempt to delete a second time, the page is stuck loading, and I see the following error code:This page has an error. You might just need to refresh it. Action failed: dfsle:GenImportTemplateFiles$controller$removeFile [Cannot read properties of undefined (reading 'id')] Failing descriptor: {dfsle:GenImportTemplateFiles$controller$removeFile}I've attempted this with the same result on multiple Gen Templates. I'm unclear what the problem is, but this issue will impact us negatively very soon if we cannot get a resolution. Any help would be appreciated.

Our customer is looking to utilize the AI ‘standard attribute’ fields as they are in document generation.  I know as part of the edits later in the workflow those can be added, but is it possible to have those fields loaded in the document generation stage, along with other custom attribute fields?

How add signature tag on vf pdf page and send for Signature from button click 

Hello, I’m facing an issue when my users send an envelop and then apply a template, the “quick send” option of the template doesn’t apply.As a bit of context, I manage the templates that will be used by the users. Our aim with these templates is to ensure all the fields are filled and at the wanted place. The users should not be able to edit the template.For this, a check the option “quick send only”This worked well when the users create an envelop like this : Start>Envelopes>Use a TemplateThat result in this view : However, when the user create an envelope this way : Start>Envelopes>Send an envelopes. Then Apply a template like this The user have the ability to modify everything on the template.Is it a normal behavior where the user can by pass the quick send ? or is there a parameters to configure this ? 

Hello everyone, my name is Nathan, I'm trying to deploy my integration with Docusign to production but I'm getting this error:Error message:The specified Integrator Key was not found or is disabled. Invalid account specified for user.Error code:PARTNER_AUTHENTICATION_FAILEDNote: I have already done Go Live, my app has already been approved and the environment variables have the correct production information.I'm looking for help in support but without success!

Hello,After creating a Salesforce merge field, I noticed a button called 'Disassociate' that I hadn't seen before. Does anyone know what it means and what it's used for?Thanks 

I want to disable that users can update their name as described in documentation page “User Personal Information”.There is supposed be a setting “Allow users to edit their name” but I can’t find this setting or anything similar in the described page.I can’t find any setting for this in the admin page Security Settings | Docusign of the account (see following screenshot).  Where can I find this setting? BR Martin Borst

Using a rename document step and trying to update but having trouble to capture the month and year I tried like this but no use. Master Services_<%#Variable.vContractRecord%>_<%#Variable.vOpportunityAccountName%>_ <%#System.Date.Format("MMMM")%>~[x] 

Hello everyone, my name is Nathan, I'm trying to deploy my integration with Docusign to production but I'm getting this error:Error message:The specified Integrator Key was not found or is disabled. Invalid account specified for user.Error code:PARTNER_AUTHENTICATION_FAILEDNote: I have already done Go Live, my app has already been approved and the environment variables have the correct production information.

I have a document that needs to be signed as received before the signer can download it. Is there a way to restrict download access until the signer signs it?

Complaint!!! I missed the signing of three contracts because one of them went to spam, and I could not find it, while the other two simply never arrived! It is impossible to easily reach DocuSign, access their support, or send an email to report this issue. Instead, one has to go through numerous complicated and frustrating steps just to get assistance (like here)! Please resolve all these issues and introduce, on the platforms that use your services, the possibility of receiving push notifications directly on the client site, as emails alone are not sufficient. When I use a site for transactions, I expect to be notified on the site itself and not solely by email. Having experienced this problem for the second time, I now intend to look elsewhere, to see if the competition is any better! I’m done here!