Platform Services

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!

REL:Hi,is there a way to assign Permission Profiles for a user via an AD / Azure Group membership ?eg:Everyone in the Company should be able to login to DocuSign as DS Viewer.(Can be defined in the Identity Provider settings)Some People need to be granted the right of DS Sender.I want to manage the Permissions via an AD / Azure Group NOT in DocuSign

Hi All, IS there a way to have a detailed report how many envelopes have been sent per user?

Recipient authentication was requested from signers even when it was disabled. Now when these authentications are sent, most of the recipients are not based in US but are mandated to fill out us based codes. please how do i resolve this?

Hello Community! How can I get a contact of a Customer Support? I have a billing case and the instructions do not help. I have a paid plan but there is not contact email to write a letter to.  Could you help me to find it? Appreciate any help!

Hello!  Is it possible to use Signing Group in a “Set up Invite” and “Get Signatures” steps within a Maestro Workflow?  If the answer is yes, then how?  Should I create a new Signing Group.  Then manually type the new of the Signing Group as one of the Participants of the Maestro Workflow?  When configuring the “Set Up Invite” or “Get Signatures” steps I would be able to select that Participants, but what should I put as Name and Email?  Can someone please clarify my misunderstanding?  Thank you!

I am unable to send any envelopes from my account even though I have paid for a year upfront. On another note Docusign appears to be charging me for several accounts however, I am unable to contact anyone to see where these relate to. Regards Mary

When claiming a Domain and using the TXT option the documentation says Name: @ or *    Question does this mean, I have to name it “@” or “*”, or can i name it anything?2nd Question on below What is for TTL Default or an Hour mean? it only checks for 1 hour?TTL: Default or 1 hour / 3600 seconds

I need help with our docusign donation account it says that it is perpetual but I am billed 4500 USD.  

Hello - As the DS Admin for my organization, I’m focusing on creating offboarding processes for users who have been separated from the company. My initial process is when a user is offboarded or no longer needs a DS license, I transfer their envelopes to myself before I close their license. Is that best practice or is there a better way to handle the data? My goal is to keep the org’s envelopes/data within our environment. But one thing I notice is when I custody transfer the separated user’s envelopes to myself, I only get the envelopes sent by the separated user’s, not the envelopes they have signed and received. Is there a way to pull this information out as an admin?Any best practice tips on how to manage offboarding users and keeping the company’s data protected would be appreciated. Thanks,

I am trying to use Maestro Workflows to load a specific template that could be sent for eSignatures based on web form selections. However, it seems like there is a limitation on the number of branching rules that can be added. Here are my web form options:Which state?:Washington OregonWhat type of sale?: Home Home (cash) Home + Garage Home + Garage (cash) Garage Garage (cash)Use Flooring?:Yes NoWill there be a redraw?:Yes NoSo the possible combinations could be something like:WA, Home, Flooring, Redraw WA, Home-cash, Flooring, Redraw WA, Home-Garage, Flooring, Redraw WA, Home-Garage-cash, Flooring, Redraw WA, Garage, Flooring, Redraw WA, Garage-cash, Flooring, Redraw WA, Home, No Flooring, Redraw OR, Home, Flooring, Redraw OR, Home-cash, Flooring, Redraw etc.It looks like I would have 48 possible combinations from the selections. Could something like this be built by having 48 different templates?Can anyone help me figure out a solution to build this?

My “Completed” contracts is not in sync with the emails that indicate completed. The completedfrom DocuSign emails is showing the actual number of documents signed and completed? Would there be a reason why it is not showing the correct competed contracts in the Completed link from the homepage? 

I’m making a template that goes back and forth between 2 parties.When party A makes a change to a data field, and the envelope goes back to party B. I want DocuSign to take party B to those changes and not directly to the signing required at the end of the document.  I’ve already set the fields to “required” but DocuSign still takes party B directly to the end of the document to sign, instead of directing them to review the changes. 

Quick one,  I am working on Docusign in our test environment and completed the build. I have this button that was initially created through “Application Forms” Template and was working fine. I created another template “Application Forms V2” and replaced the templated ID in the old button and chose not to create a new button. Why do I get this prompt ?That wipes out the fields from the actual template if I chose to click CANCEL on the above prompt.This is prompting me to use the “Application Forms” which is the older version.

I have created a template for an activity report.  Each individual employee needs to complete and sign their form; it’s then reviewed by their supervisor and signed; then reviewed by their manager and signed.  The standard template works great and the .csv bulk send is successful.But here is the issue: some employees cross multiple projects and have multiple supervisors, meaning: the employee completes and signs their form; then it’s reviewed by two separate supervisors and signed; then reviewed by their manager and signed.If I attempt to bulk send to everyone with enough optional signatures to accommodate the multi-supervisor exceptions, I cannot bulk send.  Every employee would need an email for the second supervisor, even if they don’t have one.Any suggestions to accommodate a sometimes-used signature field?