Platform Services

Hi All,i have a user who has created a docusign account and using a free version to sign the documents. now we want to link his accoun to our company account. I have added him as a user with same email, however both the accounts doesn't seems to me link. we want to get this link as its same email address.any support on this is highly appreciated.Thank youImran

We recently changed our logo. When I uploaded the new logo, is it no longer centered over the “box” when an email is sent.  Additionally, the profile logo has a white background, however, when uploaded, it has a black box around it. There should be no black in the corners. HELP. Also super frustrating there is no help phone number. 

Hi all - I can’t access my documents over 6 months old - I’ve read the previous questions but: can’t see a manage tab in which to search and change the filters can’t see anywhere to change this if I click on my profile, and my preferencesAm I missing something or has something changed?Many Thanks

how to transfer existing (past) envelopes and templates from one account to another?we are considering to join head office group account with DocuSign instead of renewing existing direct as a company

Greetings,I’ve received a couple obvious spam or fraudulent emails purporting to be from Docusign.  As per directions on your website and here, I tried to forward them to spam@docusign.com.Initially, my outbound mail host bounced it because it looks like spam and refused to forward it on.I changed my outbound mail routing to skip my outbound host and the mail was accepted initially then returned to me from the mailer daemon on a .pphosted.com address, again because it looks like spam.Obviously, the message has spammy content in it.How do we report these fake docusign emails if If Docusign’s inbound mail handling is going to bounce them because they are spammy?Thanks,--[Lance]

HiI am a DocuSign admin, and I want to have ability to restrict document from being downloaded or printed by the recipient. We have Business Pro licence, please advise how I can achieve thisRegards,Madiha

Hi. I am in charge of making sure DocuSign Templates are being created and sent to the correct people.How do I set it up so that a Completed form get sent to a particular person and not me? Is there a way to do this?

Currently my company is using several accounts and contracts with the same domain.Users can login either by SSO or username and password.The administration (using the admin portal) of the users is currently done manually and we want to use SAML in the future while still ensuring that username / password is still working for the accounts currently using it. Is it possible to use SAML without enforcing SSO in the whole organzation?  Identity Providers

Is there a way to run an envelope status report of ONLY the envelopes in the WAITING FOR OTHERS page?

When i am required to answer docusign questions, my identity is linked to individuals i have been estranged from. I cannot answer questions regarding the people, and every year I have some random doc sent to me that continually asks me questions about theses individuals that i have not spoken to in 30 years, so when i click on the option i am not associated to these individuals it rejects my signature application. What am I to do?

Done

A question regarding the DocuSign Mobile app.If a user decides to upgrade their smartphone to a new model - as part of that move to the new device is there any specific administrative actions that need to be performed before they can start using Docusign Mobile on the new device ?   In other words, do they simply need to install the Docusign app and log into it ?  Does anything need to happen with the old device apart from uninstalling the app ?

We have a payed business pro for salesforce account.Due to a realign of the used email addresses per user we decided to move a group of users from our .com domain addresses to .nl email addresses. For most users this isn't an issue, but we have now two users who have a large base of commercial contacts and these users receive docusign documents on their old .com and their new .nl addresses. This currently results in a “create a new account” message for every docusign document they want to sign and which is not bound to the active email address of their docusign account. It also results in signed documents being unrelated to our business account. How to handle this ? 

Hello,I have sent a DocuSign template to an internal user. It is a template that I regularly send them and for some reason (just this one time), they are unable to answer the majority of the textboxes and drop boxes. I have checked and the sections are definitely assigned to them as a recipient.  On my end, I can see the text fields. For them, it looks like a regular pdf ‘readable’ document, with no options to input information

One of our users says that the edit page is missing from his login, he states that instead of the screen going to add recipient it goes directly to the templates and does not give him the option to add recipient details. When I log in I can start an envelope and proceed from there, all of a sudden he can’t but was able to yesterday. Any ideas?

I cancelled my account in late December, 2024 or early January 2025, however, I was charged $124.73 on January 27th, 2025. I’m not sure why I was charged this amount, as the plan I was on cost less than this. When I go online to request a refund, the chat bot just won’t help me. I get sent to an article telling me how to request a refund:https://support.docusign.com/s/articles/Docusign-Refunds?However, NONE of the instructions on this page lead to anywhere that I am actually able to submit a request for a refund. I checked ALL of them, and NONE of them allow me to request a refund. One solution on the page tells me to login to the Support Center and submit a case, but when I do that, it says I need to UPGRADE my account in order to request a refund. Why do I need to PAY money to request a refund? RidiculousThen there’s also this video which is supposed to walk me through the process, but I’ve already cancelled and was wrongfully charged, so the process in this video doesn’t apply to me

I am a Docusign Administrator and i would like to download an Envelope report that was sent by another user. In particular i would like to see who completed particular fields within the envelope. Please can you advise how to download a report sent by another internal user - i am able to view the Envelope ID on the  Envelope Recipient Report 

I am the DocuSign Admin for our company. I set up Shared access for team leaders using the setting “Allow to send on behalf”. The team leader is able to access the user’s Inbox, Sent, Completed folders but there are no envelopes visible. I am able to see there are envelopes for the shared user’s account.  Is there a setting I am missing for this issue? We have looked at the filters and that is not the issue

How do I make this so it is visible in Docusign? The account/version I have does not have a “Legal Disclosure” tab under Amin?   

We are receiving an error message "The envelope allowance for the account has been exceeded." What does this mean?

Hello Docusign support; I will need you guys to remove the suspension from my account immediately; I long updated and paid for a new plan on my account with a new credit card that it’s expiry is in 2028. If my clients are not able to sign the documents today because of this you guys are going to have to compensate me big time because an account cannot have 2 different plans at the same time. I already paid for a different one for the  year. Remove this  suspension from my account; you cannot extort me on a previous plan which was updated to the one I paid for.  Attached is my payment receipt for the plan I paid for  with a new credit card; which dousing already charged me for. I don’t need to update anything for an old canceled plan and if Docusign is trying to illegally charge my credit card I will only use virtual credit card numbers to combat that. Pretty sure a customer has the right to choose a different plan that serves their needs after using this one for years; if that wasn’t t

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Our DEMO and LIVE Azure SSO certificates have been updated as per planned maintenance. I have noticed that the ‘old’ certificates are still showing in both environments and are still in date.Taking the below screenshot as the example, will I need to manually remove the ‘old’ entry on the 22nd, will it cease to work, or will it disappear?   

Hi, Our client is asking for the following items and I can’t seem to find the information easily anywhere in DocuSign. Could someone direct me to the right area by providing a link or answer the questions below? Demonstrate compliance with federal ESIGN and UETA disclosure and consent laws: Provide a copy of the mandatory pre-consent disclosure language that will be given to the client via the vendor’s eSign platform. Provide a copy of the client’s affirmative consent, reasonably demonstrating the client’s ability to receive electronic records in the formats that will be used for delivering the required information (e.g., snap shots of vendor’s corresponding eSign steps). Provide examples of output Global Atlantic will receive (e.g., sample eSigned annuity application form) -  Confirm the eSign process utilizes a unique signature identifier or hash function. Provide a sample certificate of completion and audit trail for the eSigned document. All legally mandated components of a valid e

How do I find out if I have email archive configuration, and if not how do I get it turned on.From my reading, I see its available for only some plans. The plan I have is IAM professionalThanks!