Hello ​@Christèle 

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and assure you that we are fully committed to providing you with the best service possible. 

We must examine the flow to determine the issue's location. We'd suggest you create a case so our Salesforce-specialized team can help you further.

If you found the response to be a useful solution to your question, please “like” and mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

Sincerely,

Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"

Thank you for your reply. Unfortunately, I cannot create a case on our license. I will try to find the solution on another  forum.

best regards

Hello ​@Christèle 
May I know why you can’t create a support case? If you are not the account administrator, I suggest you contact your admin and have him create the support case instead.
 

Sincerely,

Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"

Hello ​@Christèle 

How are you? I'm just checking in to see if you still need help. If yes, please reply here with more context, or confirm if the issue has been resolved. 

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

If you found the response to be a useful solution to your question, please “like” and mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

Sincerely,

Ma. Cassandra | Docusign Community Moderator

If this helped, feel free to Like👍and click "Best Answer"