Platform Services

Hello!I had a Docusign account at my broker for over 15 years and have lots of saved templates and files.  I recently opened my own account for our new brokerage.  I need help getting all of the old files and templates that I had in that account to the new brokerage account.My old email was: (redacted)New account: (redacted)Any ideas or ways to get all of that transferred over??Thank you for your help!Charlie

Hi, I would love help from support, but since we are no longer on a plan I can’t seem to find a way to reach them, I get send from one place to another by the chatbot and am not allowed to open a support case.I need all invoices of 2024 and they are not in my billing page.Who could help me?Thanks, Marijn 

Hello, I have added my colleague to our docusign account and he has never been able to log in, never with “forget password” or using a verification code. It’s as if his email is somehow blacklisted. We can’t figure it out but need to solve it and I can’t get in touch with a real human to help support us. We have a paid subscription. 

I hadn’t logged into DocuSign in a long time. Over a year? Regardless, I logged in yesterday and again today and I don’t see any Admin functionality in my DocuSign page. In reviewing some of the “help” articles, I see where you click on “Admin” and then “Organization” on the left. I don’t have that “Organization” in my web page. What’s happened/what am I missing?

Hello, As the sender of a Docusign for signature, is there a way to edit an error or typo in the document prior to the recipients signing the document without having to re-drag all of the signature/initial fields again?

We want to insert a hyperlink into our document which forwards the reader to our general terms and conditions. I found the manual on Docusign on how to add a hyperlink by creating a custom fields. We were logged in as Admin, but our menu was different and ‘custom fields’ was not available. Is creating a custom field only available to certain accounts? And if it's not an option for us, does anyone know  how to add a hyperlink via a text field? I did a few attempts, but without any luck. Thanks in advance!

I have an account where I have been the only user for some time. I want to add a user but do not want that user to have access to or see any past documents that are in my library.  How do I set that person up so they can start their own area?

Hi, I have 3 signed agreements, I can the number of my dashboard. However, I can’t seem to find them anywhere. See images attached. Please help!Thanks   

HiDo all signatory parties received a copy of the signed document/envelope once it has been signed by all?

HI, How do I get to modify my address on my latest invoice?I already made the modifications in the admin page but I need the new address to show on my last invoice sent this past month (yearly billing)Thank you 

Hello a person in chargeWe would like a receipt of on 24th of Aug for 1700yen.Now we stop using subscription then we cannot get the receipt.Could you send me the receiple by email or something?Thank you!

How do I download a SOC1 Type II.

How can I view how many envelopes we have used and how many are left available? 

I recently sent a document that has been viewed, but not signed by anyone. I had to make a correction and was able to replace the document. When I went to hit the final button saying “Correct”, a pop up said that I used all my envelopes (which I have). So, question is, am I able to correct/replace a document within an existing envelope (unsigned) without using or creating a new envelope?Thanks!

Due to our Email security all external Emails are tagged letting the user know it’s an external Email.  I would like to know if anyone has had success in somehow identifying Docusign Emails destined to internal users as an “internal” Email.  I’m trying to remove the security banner so my internal users don’t think Emails from Docusign are spam/phishing Emails, as seen in the red box in this screenshot.Docusign support has been less than helpful.  

I am using e-signature api  for allowing signing the document for different users, now if the users signs the document , all the mails of completion of signature , is coming to the email of account holder’s email.For example i have developer account with email  xyz@gmail.com, now I use its api key and other things in my app to accelerate the document signature process,on completion of envelope signature, i receive mail on  xyz@gmail.com , I want to redirect that mail.Is any solution available to achieve that?

No matter what I do, the option to change Document Visibility does not show up in Sending Settings. I’m not sure if this setting is only available for certain plans, but I have the Standard. I’ve done this from the Admin tab on the home page as well as the advanced document settings.

After sending off a document for DocuSign signatures I received the following message: smtp; 530 5. 1. 0 <dse_na3@docusign.net> sender rejected Is this an issue with the receiving party and/or their phone/computer settings for receiving the email?  I double checked the email address and it was correct.  Per DocuSign’s suggestions I even re-entered the recipient’s information, including email, as part of the “Correct” procedure in my DocuSign account.   Any suggestions for fixing this issue?FYI, I have successfully sent this recipient 10 to 15 docuSign emails over the past 6 months. 

How can we get the Senders name added to this report.  

HelloI need to find a way how to not add pdf copy of signed document into “complete” email attachment. And make it not global setting. I know there is a possibility to disable: Admin ->Signing and Sending ->  Envelope Delivery -> Attach documents to completion email, but it effects the whole account. I found something about “Allow account users to decide if they should send a link or attach a PDF” and then configure “Permission profile” → Deliver self-signed email notifications by “Link”. But it didn’t help.Does someone know how to disable attachments for specific user, group etc and do not affect the whole account?Thanks

I can access admin panel, but has no option to downgrade or cancel account. Bot is useless and I cannot open ticket. Is there a way to contact Docusign so they avoid charge back and claim for abusive recurring billing ?

Hello, everyone. I’m hosting a bi-monthly series, Meet an Admin, to help our admin team (product managers, designers, engineers, writers, etc.) get to know you better. Twice a month we invite a Docusign admin to a casual, half-hour interview and allow the Docusign Admin team to ask questions. I have a guest spot available for our session on Friday, Dec 20th, at noon ET. If you’re interested in participating as a guest on the Dec 20th session or a future session, please send me a message. Thanks!

I’m relatively new to Organization Admin, but can see already that I have employees who are both Account and Domain users. I’m trying to set one of them (Account) as default as suggested in the training, but that option does not appear for me in the “Actions” drop down menu.

I need to transfer 22 envelopes from one user to another. I have selected all the reports, clicked transfer now, but the 'transfer' button is greyed out and I cannot search for any users and if I enter the full name or email then the transfer button is still greyed out.Is it to do with the envelopes containing password protected documents which some/all are? If it is, it would be useful for the system to flag this.If it's not that then how do I transfer the envelopes?I am an administrator and have transferred envelopes in bulk in the past with no problems.Many thanks

Why does it seem that I am unable to enable or even find the Bulk Send option in Sending Settings. We have a Business Pro account.