Sender name still shows former user's name when sending from Salesforce via DocuSign

Hi ​@sadahiro, welcome to the community!

Great question, and you already identified a lot of the right places to check. Try these and tell me if any of them work. If not, you might need to create a support ticket so they can look further into what’s going on.

Send On Behalf Of (SOBO) / System Sender Settings (Most Likely)

When you send from Salesforce using the "Send with Docusign" button, there's typically a dedicated System Sender user that authenticates and sends on behalf of your users. If this still references User A's credentials, that's what recipients see regardless of other profile changes you've made.

To check/update:

• In Salesforce, go to the Docusign Admin tab (or App Launcher > Docusign eSignature Admin)

• Look at your Account Configuration settings

• Check the System Sender user — if this still references User A's credentials, that's your issue

• Click Modify Account Configuration and log in with User B's credentials

Note: The exact navigation depends on which Docusign for Salesforce package you're using. If you see a “Docusign Admin” tab with an “Account” sub-tab, look for ”Modify Account Configuration” there. If you're on the newer package (DAL/Apps Launcher), go to the Docusign Setup tab → Configuration → Settings to check your System Sender.

If this was the issue, then to prevent this from happening again when staff changes occur, see Best Practices for Setting up Docusign for Salesforce Connected User accounts — it recommends using a dedicated integration user (rather than a named individual) as your System Sender and Connect User.

If this doesn’t work, then try the following:
 

Docusign Connected App Credentials

Even after changing the System Sender, the OAuth connection between Salesforce and Docusign may still be authenticated with User A's session.

To check/update:

• In the Docusign Admin tab in Salesforce, check whether the login is still associated with User A.

• If so, use the reconfigure option to re-authenticate with User B (OAuth is recommended).

Docusign User Profile

I know you said you changed the account info, but double-check that User B's name is correct in the Docusign user profile itself:

To check/update:

• Log into the Docusign web app as an admin

• Go to Settings > Users

• Find the user account and edit their profile (first name, last name, company info)

• Save

If User A's account was simply renamed to User B, make sure the name was updated in the actual Docusign user record — just renaming the person in Salesforce won't update what recipients see. Updating the Docusign user profile preserves the User ID, so all existing envelopes and history stay intact. You should NOT need to delete the account and recreate it.

Templates

Check any templates being used, since some templates have a hardcoded sender name in the email subject or body (via custom merge fields). If templates were created by User A, the embedded sender references may still point to them. Open each template and check the email notification settings.

Named Credentials (if using Apex Toolkit or API-based sending)

If your org uses Named Credentials for the Docusign integration, these may still reference User A's authentication. Check Setup > Named Credentials in Salesforce.

Hopefully one of these helps 🤞 let me know if you run into any more trouble!