Platform Services

Hi DocuSign Expert,Anyone could advice how do we count the usage for DocuSign Navigator?Is that count as envelopes or as number of documents?Since every envelopes completed will directly moving to docusign navigator as well.Thank you.

When sending to an Agent, DocuSign presents a popup allowing the agent to provide name and email of the recipient along with a Private Message to the customer.Is there a way to disable this feature? We would rather not want Agents to be allowed to send private messages. When the customer receives the DocuSign document and they open it, they are presented with an Electronic Disclosure popup, where the same Private Message is placed on this popup and saying it is coming from the User Account of the one sending the document and not from the Agent that placed the actual message. Is there a way to not have the Private message on the Disclosure, and if not can it be configured to say that it came from the Agent rather than the User Account?

We have received several emails over the last 2 weeks that are legit docusign emails but when you open the document there is a phishing link in the document.  How do we protect against this?

I have tried for over an hour to get support for a billing question, I am unable to reach the page to have someone call me

Hello! I know this is more of a Microsoft question but we all know how effective Microsoft support is. Previously, organization users were able to sign documents without creating an account, and then access those documents again via the links in the emails they received. Now, however, clicking the links in their emails is giving them Azure AD access denied errors. Has anyone else had this issue before, and if so how did you resolve it?The only thing that’s changed in our organization is that we’re starting to rollout a new domain, but the users reporting the issue don’t yet have it. We are also unable to recreate the issue in development.  

As part of a family succession, I had to sign electronically a document via DocuSign.I'm French, been living in the U.S. for 14 years now. My French ID and passport expired. I have valid U.S. passport and ID, but first the app does not let me use my ID (USA is not a country listed for this category), and my U.S. passport failed to verify my identity. What can I do?

When I select the "Templates" header, the Template page loads on Docusign. However, there is not any option there to create a new template. Am I missing something?

I am reaching out to enquire about the following in relation to your service that has arisen from our Business Continuity and Operations Risk Lead: Whether single sign on (SSO) is available, and if so, could you please advise on the steps required to proceed with implementation? Whether Two Factor Authentication (2FA) is available in the absence of SSO, and if so, the procedure for enabling it. Your clarification on the above would be greatly appreciated, as it will allow us to update our records accordingly.

We’re kicking off a new experiment to help your team explore how Docusign Maestro can automate your agreement process, while using your feedback to make the experience even better.👀 What it’s called: Maestro Discoverability Experiment 📅 When it’s happening: July 28 - August 25, 2025👋 Who’s eligible to participate: Accounts with IAM Pro, IAM Standard, IAM for CX🧪 What the experiment offers: All IAM plans have access to Maestro, our workflow builder tool. Currently, only Admins can create and publish workflows. During this experiment, Senders on your account will be able to see the Maestro tab in their Docusign interface. While only Admins can create and publish workflows, Senders will be able to explore the interface, learn what’s possible, and request access if they’re ready to build.📌 Why we’re doing this: We want to better understand how users engage with Maestro to inform future improvements to admin permissions and workflow access.📥 Want to grant access to a Sender? Admins ca

I sent an envelope with new hire materials - I9, W4 and expected the templates to have fields for the new hire to edit - Name, etc. It only allows them to sign.  What did I do wrong?Thanks

Hello,I'm trying to complete the identity verification step to sign a document, but I’m facing an issue with the documents I provided:  My national ID card was issued in December 2024, but it's still the old version, as the new electronic version only started being issued in my city last month. The system seems to reject my ID because it doesn’t match the new version expected by DocuSign. My passport is also new (issued in December 2024) but it’s being rejected as well, because the system only accepts the old 2019 version. My driver’s license is not accepted for identity verification either. Because of this, I’m unable to verify my identity and sign the document.Is there any alternative way to complete the verification?Thank you in advance!

My employer utilizes Docusign and I have recently become an administrator to the account. The previous administrator quit her job suddenly and left a lot of issues unaddressed. I removed various ex-employee users from our account, added new users, and updated our auto-pay payment information. When our subscription renewal via auto-pay went through, I downloaded the invoice for our records. I found that the invoice lists two people as contacts -- both these people are ex-employees. I cannot find any information as to how to correct this situation -- delete these two names and put in new names. My employer is a non-profit and gets audited on a recurring basis, so I need to correct this mistake. Thank you for any and all assistance.     

Hi all! I have an ADMIN profile and I need to transfer envelopes from one user to another. I have prepared the csv file, loaded it, 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.How can i solve this issue?Many thanks 

Hi, Our company name has changed, and in turn our domain email address has changed through the company. I have been trying to update this using a csv. file, however i keep running into errors even when i have used the template. As an admin i can’t change an individuals email address so how is it possible to bulk change emails? Is it possible to bulk change emails at all? Thank you for any help :) 

Good Day,Would someone please advise if it is best practice to use Maestro with Web Forms or PowerForms?We already have existing PowerForms that we’d like to leverage with Maestro, but we need to know for long-term purposes if it may be more value to transition PowerForms to Web Forms before integrating them into a Maestro workflow? Thank you

I’m setting up a DocuSign integration using JWT for a test environment and need to assign DS Admin permissions to a user so they can be used as the integration user.However, when I attempt to update the permission profile for the user, I receive the following error:An error occurred while getting user detailThis error prevents me from editing the user's profile to assign them the DS Admin permission set.What I’ve tried so far: Confirmed I am logged in as an admin user with full permissions Tried switching between the eSignature Admin and Organization Admin views Cleared browser cache and used Incognito mode Verified that the user appears in Users and Groups as “Active” Confirmed that the user is not already assigned DS Admin Environment: DocuSign Production Account Has anyone encountered this issue before? Any insight or workaround would be greatly appreciated.Thanks!Nelson

hey guys, I am small startup aspirant. During one document addition, I am not able to edit fields and some constant errors happened. Then I cancelled it, it resulted in Voiding and send got wasted. Each envelope is bit costly for me. Can anyone tell me who to contact for ‘Send’ to be refunded

Dear DocuSign Community,Is there a way to make DocuSign remember a device for logging in on the iOS-app without deactivating 2FA altogether? Our users are sharing iPads for using the DocuSign app for in-person signing a lot and are annoyed by having to run to their desktops to find the 2FA-code in their e-mail when switching accounts. Sometimes this is highly disruptive within our business procedures.

Hi everyone,I'm new to DocuSign and was testing the signing process as if I were a customer to understand the workflow. During this process, I encountered what seems to be a bug.Here’s what happened:I initiated a signature request and received an email asking me to "Review Document." When I clicked the link, a popup appeared asking me to read the "Agreement Regarding Electronic Records and Signatures" (see attached screenshot).Below this text, there’s a checkbox saying "I agree to use electronic records and signatures" and a language selection option, which I set to German.Here’s the issue:When I click the link to open the "Agreement Regarding Electronic Records and Signatures," the agreement still opens in English, despite my language being set to German. I believe this is incorrect, especially since many of my clients are older and speak only German. This makes the process confusing and problematic.To make matters worse, I wanted to report this issue via a support ticket, but I’ve be

Hi, I am encountering a permission error when attempting to perform JIT provisioning with Entra. SSO is setup and works fine, but when trying to provision a user I get the following error even though I am using my admin credentials and they are tested when I configure the provisiong: Error codeDocuSignUserLacksPermissionsError messageMessage: The remote server returned an error: (401) Unauthorized. Web Response: { "errorCode": "USER_LACKS_PERMISSIONS", "message": "This user lacks sufficient permissions to access this resource." }  Any thoughts would be appreciated. Thank you

Dear Docusign team/Community, I have received a contract to sign on docusign. I am able to do login. Successfully signed the document. But in next steps when it comes for ID validation where DocuSign agent comes online on webcam and check for your ID, I am showing my Belgium Resident card and it was told by agent that, This is a newer version of Belgium ID card which is not updated in docusign system and asked to connect in docusign support.Please help me on resolving this.

My test account cannot use “ID Verification”,  and I want to test all type identity Verification, how to enable it?

Hi Docusign Community,There has been an ongoing issue with my account and I need to discuss this with someone. The 1800 255 982 number for support in Australia no longer works and my account wont allow me to ‘open a case’. Any help would be appreciated. Thanks

When I click the ‘Use’ button on a template, it says ‘Unable to create the envelope’.I’m not sure what to do, as the document size is only 3 megabytes and I’m the admin and only user within this workspace.I also noticed this error in the request, but I’m not sure what the custom tab is referring to:{    "errorCode": "CUSTOMTAB_IS_INCOMPLETE",    "message": "A Custom Tab is not Complete. A Custom Tab requires both a Name and a TabLabel. Radio tabs may only have one radio selected in a group."}  

I am shocked that Docusign doesn’t have a check mark option that is more simple. When selecting the check box that can be dragged it shows a check mark in it that is removed once the box is placed.  Please provide an actual check that I can drag to where I need it. You are making it much to difficult!! I would also just like to ask a question instead of having to create a post. i want Docusign to answer and solve my question when I need help.