Help Forums

I found the function to use Template Assistant for Word and thought it would be an amazing tool for automating a Candidate Registration Pack / Employment contract. I don’t need many sender fields, but it will make the usability for our teams that will be sending it out miles easier. When I updated the word doc with the sender fields and uploaded to a template, I started mapping the signer fields etc. I then realised I needed to change some formatting / spacing in the base word doc, I made the changes then Upload > Existing Template > Replace Document. Then bam, all the fields I had spent hours meticulously placing with AutoPlace were gone. Am I doing something wrong? I’ve lost work, re-done it, saved backups and also tried uploading as an additional doc instead of replacing, but then my AutoPlaced fields weren't mapping to the new document, only on the old one. I can force it if I click autoplace & re-apply, but that's for every individual field. 

Hey!I have users trying to send out of Salesforce but keep getting this error - however, as an admin, I can send without the error populating. We’re using docusign esignature for CPQ v2.2 if that matters - Anyone ever seen this?

Im selecting a document to be signed and as soon as this happens, the previously completed document goes blank. What is happening?

Hi, we have the Standard account, which should include the Custody Transfer function. However, I cannot locate this function on the Admin section. 

I’m trying to find a Docusign form from a tenant, I can’t. The tenant said she sign it. But why can I not see it??

How does the default envelope expiration days work?It is not working on our DEV environment. UPDATEEnvelopes sent from the docusign site do have the correct expiration.Envelopes sent from the API do not use the default expiration days. Does this need to be set in the code?Thanks for the quick responses!Ron

I have completed an agreement via docusign. I have uploaded a file with word files embedded in the document. Once the agreement signed, the attachments or the embedded files are unable to open in the signed docusign file. I tried to check the envelope and see if I could find the original file in word file or try to open the attachment I'm the file, but all I see is the signed pdf file in my dashboard. Anyone knows what to do to let the parties has the access to the attachment?  Thanks. 

Hi,   I have scenario. Bank customer wants to sign agreement. This agreement is created in Docusign. Question:How customer can be verified without docusign representative?  Can bank employee verify and confirm identity?  Can customer use for example SMS with password/token?  it’s quite typical situation but we’d like to avoid phone call from this representative each time and replace with bank authority.Everything will be integrated with Microsoft PowerPlatform Thanks,Artur

I created 5 documents, that need to be signed each by the same person. After that I need to save them separately. Can I send those documents in one envelope to the person who needs to sign them all ? And then save the signed documents separately, or do I need to send each document in a separate envelope? 

Hi All - One of our departments regularly has to send two documents out to the same signer but we want to track them separately through the workflow.  Is there a way to send the first one for signature and then add the second document onto that envelope within the workflow so both are tracked? I know that we could download one and attach it and then upload it as a signed copy to complete the workflow out but I am hoping for a better process than that.  I had thought of just combining them into a single document but one of them is Word and the other is .pdf with a lot of customization and ‘insert object’ to try to add the .pdf into the Word doc loses some of the pages.  Any ideas?

 I’ve purchased the standard plan from the website—does that mean the branding function is also unavailable? 

Under the sign document option I can’t drag files into the box and the only option to upload documents is to use a template?  Any ideas on how to fix? 

Received dependency version mismatch error while trying to import “DocuSign.eSign.dll” version 8.1.0.While downloaded “DocuSign.eSign.dll” (version 8.1.0) using .NET NuGet Package Manager, the version of “System.Numerics.Vectors.dll” downloaded was “4.1.4.0”. But when tried to import that “DocuSign.eSign.dll” (version 8.1.0) to our product, got an error as “System.Numerics.Vectors.dll” version “4.1.3.0” is missing.Unable to get any reference of the version 4.1.3.0 for “System.Numerics.Vectors.dll”.Please help to this dependency version mismatch error for “DocuSign.eSign.dll”. Error Message: “Could not load file or assembly ‘System.Numerics.Vectors, Version=4.1.3.0’ or one of its dependencies. The system cannot find the file specified.”

I am trying to create an application with DocuSign Connect. In DocuSign Connect I have enabled Include Basic Authentication Header, but still I am not able to make a call on the URL provided. I checked the logs on the server and the request reached the server but was rejected because of invalid credentials.I am able to make a call to the URL from postman with the same username and password. Am I missing some settings here? Is DocuSign not sending the authentication in the header as “Basic <Credentials>” or is it doing something else? Thanks in advance.

Is anybody able to get past the log in error loop? I was unable for several months, then I was shocked to learn that I could create a case about two weeks ago! I emailed back and forth with an actual person but now they have closed my case before it was finished. I am back in the login in error loop: 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.“contact DocuSign Support” is a hyperlink, then I get stuck in the loop again. I have no idea how I was able to get past it last time. I am unable to recreate that access. I have had my account for several years.I’m thinking of opening a case with the Better Business Burea

User A has fully shared access to User BUser B can see and download any documents sent from an internal source for User A as a signer.If User A receives a document from an external source, User A is able to download that document, but User B can’tIs there a setting to fix this or does this seem like a setting from the originator of the document that we do not have control over in our enterprise account?

Hello, Could you please help me? I cannot create custom fields because I do not have the (+) sign next to the custom fields.I have an admin account and I was trying to add through “My Preferences” .But I get error “This Account lacks sufficient permissions to use custom tab.”I added screenshot with the error.Is there any global setting that prevents me from setting up Document Custom Field?  

I previously asked a question about the Pre-fill Tools fields and how to populate them using docusign. I got this working but I misunderstood the use case for them, they dont fit my requirement.  I have a form with a number of standard fields and I would like to fill them before sending to the signer. I have been able to use the ‘Get recipient tabs from envelope’ to get a list of all my fields e.g. I have a standard field in the form called OrgName. Here I am using the action ‘Get recipient tabs from envelope’ { "tabType": "text", "value": "", "tabLabel": "OrgName", "documentId": "1", "tabId": "6367e668-ac81-462f-862b-26d204458056", "recipientId": "1" },I would like to populate this with text in power automate before sending the envelope

Hello -  We are working within the developer account currently. I have tried to remove the KBA reqiurement from the signers. When I open the document they are still there. I can only change the KBA to Phone or back to KBA. I have tried to remove it via the ADMIN panel and I am not able to do so either. We have no need to use the KBA. Is there any possible way to remove this in the developer account.  We send out all of our documents via API. Thank you

I'm trying to set up an Organization Account within my DocuSign Developer Account, but I'm unable to locate the option in the UI. Could you provide a step-by-step guide or point me to the right section in the admin settings?

 Hello Docusign team,Is there a bug in the support platform? I am unable to check case details and receive the message "there was an error completing your request; please contact your administrator for help". This same error is also happening to other users within our company.Please help us resolve this issue.Thanks!  

Hi, I have built a webform for an application process that we have.Some of the options are checkboxes and I have having difficultly linking the checkbox option in the webform so that it populates the relevant checkbox on the template.These are the checkboxes in the webform (top) and the fields in the template (bottom).I have tried all options and I cannot make this work - any suggestions on what I am doing wrong?

My account  is suspended as I no longer use it and I refuse to pay for something I won’t use.I go through the pages to cancel with Admin, but it wants me to pay before it lets me cancel. I’ve replied to the invoice thats sent to me to cancel, but nothing happens. How can I get rid of this? I haven’t used it in over a year.Thanks,boni

I’ve created a template which, depending on the situation, needs to be signed by anywhere from 1 to 4 people. Take a case where I need 2 people to sign.So I choose “use template” and then if I only need 2 people to sign, I delete 2 of the signers. It reminds me that the fields for those signers will get removed, which is fine, and then I finalize and send my document.The problem is that even after those 2 people sign, the workflow tracking is still waiting for “the other 2 people” (who I thought I deleted) to sign for the document to complete.What do I need to do differently so I can have a template for up to 4 signers, but be able to use it with less than 4 signers and have the process complete?

Hi AThis is getting to the point of dispair and possible fraud i am starting to think you have automatically set up 200 envelopes/ 2 seats from 19/4/25 to 26 without allowing me to CANCEL / get a refund even though i dont want this service level I NO LONGER need this amount of Envelopes and therefore want to REDUCE the PLAN NOW !!!! and get back the £480 you have taken without my authorityI am getting to the point of looking into a LEGAL action against you now as you are not calling me back (3 days) and also not allowing me to cancel this service ONLINE - its really UNFAIR !!!  i will not need this level of enevlopes in the next 12 months and wish to take out a LESSER plan asap My number is +** **** *** ***Please can somebody in customer support kindly contact me asap   Thanks Dave