Solved

Dear DocuSign-Community,as my search wasn’t succesful, I’ll try hear and have the following question:I need to get my document signed by either one of both directors.As I don’t know with one I can reach first, I would like to send the document via DocuSign to both to get a signature as soon as possible. If the first one signed, I do not need a second signature anymore. Is it possible to map this process in DocuSign? How can I do this?Thx in advance! :-)Simone

HiMy son is trying to complete the identity verification process on your platform, but the system is unable to recognize his passport during the document's photo scanning step (when at last after a lot of time it recognize the passport photo page, he fails to get the identify approval).Me and 3 others succeed to get approval and we were in the same roomHe has a valid passport, photographed clearly, in good lighting, and from a straight angle, but the process keeps failing.I would appreciate it if you could review this issue or offer an alternative method (such as uploading a scanned image or manual verification).Details: Document type: Israeli passport (non biometric) Expiry date: [8/3/2027] We tried with my phone also Request: Please advise whether a manual or alternative verification is possible. Thank you in advance for your support,

I need to discuss my account. I tried to upgrade to get more sends. I put in my info for them to charge me once. And, they charged me 26 times. According to my bank, they actually tried to charge me over 50 times but they took all my money so they couldn’t. How do I get this fixed and get my money back?  

Hello! I am trying to cancel my DocuSign account. I was just charged for an annual subscription on 3.31.25. When I tried to cancel it, I received a message saying:Refund informationWe’re sorry to inform you that your account is not eligible for a refund. This is either because it's been over 30 days since your purchase or you do not have an annual subscription. For more information on refunds, please review our Terms and Conditions.The customer support chatbot either drops the chat immediately or asks me if I need help with fraud. I’ve been a DocuSign customer for 5 years and can’t believe that I’m receiving such poor support. Does anyone have any suggestios on how to reach a live support person. I tried to login and schedule a callback and was booted off the page as well. Thanks!

Hi there. I'm trying to understand the right structure for our Docusign workflow. We want to use Docusign as a pre-start vehicle before people join the business, specifically to collect data, get documents signed, and receive documents from new hires.We're currently subscribed to the Business Pro plan for one month, and that's what we intend to use. We've already created a web form for people to enter their personal data, and we also have a PDF document that needs to be completed and signed with their personal details. Additionally, we need to have documents uploaded so that we have some information before their starting date.Could someone please provide some pointers on the expected structure for this workflow? I'm feeling a little overwhelmed with the amount of information available and would really appreciate some guidance. Thank you.

I am trying to open a support case in the support portal but I’m getting an error. I’m logged in with my admin account but when I select the eSignature and IAM Applications as the product and hit Continue, I get the error below. I’m not sure how else I can contact DocuSign.   

Hi everyone,I’m trying to sum the values from a table column using XPath in a DocuSign CLM document.I already know that this works: <# <Content Select="(sum(//Valor_Por_Data))" /> #>  However, the sum result only works if the numbers are in the format: 00000.00 (no thousands separator, and with a dot . instead of a comma , as the decimal separator).The issue is that this is not our standard number format — we normally use a thousands separator and a comma for decimals (e.g., 12.345,67).Is there a way to perform the sum directly with our local number format, or do I need to convert the values before summing them?Thanks in advance!

The server keeps throwing an error when the trying to cancel my subscription. Not able to login to support to raise a support request. 

How do I access my sandbox?

Hello, We are using Docusign Gen Templates for document generation and for sending for signatures. We are using Word Document templates with special fonts for our documents. Headers: Montserrat Body: RubikThe templates and the merge fields in the template are in the right font format but when we generate PDFs it changes to Arial and Calibri. Any idea why this is happening and what can be done to fix it? Context: Using Salesforce => Docusign for the document generation, currently working in a Sandbox and a Docusign Developer org. 

We have an issue where people enter incorrect or incomplete information in a document and then sign it so they can’t edit it. We want to have a workflow where they enter the information, someone reviews it and then either sends it back to them to fix, or sign if it’s correct. We have maestro - any ideas??

There is nothing wrong with customer email, its not in Spam or Junk etc… But can take up to a day for customer to receive the envelope.. ??Several others at my company are getting the same problem..Never happened before & all other emails arrive immediately..What's wrong with DocuSign???

What is the expiration period for a DocuSign signature request link for the client?

I've been trying to create a DocuSign developer account, but the registration process doesn't complete, regardless of which email address I use. Even when I tested with an email already associated with an existing account—expecting an error message—the "Get Started" button just remains in a loading state, with no confirmation or error displayed. So far, I've attempted registration using multiple email addresses, and the issue persists. I need access to a DocuSign developer account for signing purposes, as it's critical to a production-ready application I'm working on. This integration is a key dependency for the entire project, and any delay directly impacts our timeline. Despite multiple attempts, I haven't been able to move forward. Could someone please assist me in resolving this as soon as possible? Thank you.

I use my IPad Pro and would love to be able to use the strikeout feature like on my computer, where I can redline through script or? Is this an option that I am missing? 

Hello, I wonder if recipients who are set as "Receives a Copy"  can participate in comments. Do you know?Also I wonder the same about participants who are set as “Needs to View”Konstantina

We used to have the option of selecting Arial Narrow font within DocuSign. Can we please get this option back?This was helpful, as some names and titles that get put on signed documents may be very long.

A management account was created for a third-party company with 3 standard licenses (not Pro).The issue is that the platform admin should not be using one of these licenses — they should only manage billing for the licenses as well as user and license administration.How can we fix this?

Hi all,A table added in Intake Form and just wondering how I can modify the table to edit the column field or delete the column. Any help is greatly appreciated.Thanks,Chris 

I am having trouble with a power form. It’s a tax form that we require and I updated it for 2025. The url worked fine before I swapped out the background pdf. Everything looks ok on the back end and boxes are all matched on the form, but when we use the url I get an unfillable pdf.

!--startfragment>Hi DocuSign Community,I recently upgraded to the Professional subscription with the expectation that the Supplemental Document feature would be available, specifically the options for recipients to "Must View," "Must Accept," and "Must Read" documents included in an envelope.However, I am currently unable to access these options when adding documents to my envelope, even after checking all available settings. I urgently need to send agreements where recipients must confirm they have read and accepted specific policies and procedures — ideally via either a supplemental document action or a checkbox validation setup.Could you please confirm the following:Whether the Supplemental Document feature is enabled for my account; Whether my permission profile allows access to configure Supplemental Document actions; If any additional configuration is required now that I’ve upgraded to the Professional plan.For reference, I am located in Sydney, Australia, in case there are re

Dear Sir or Madam, I took your Standard plan subscription for a month on the 14th of July and you charged me CHF 40 (USD 45) on the 14th of July when I took the subscription. However, I also have a charge on my credit card of CHF 311 four days later - what is the second charge about? (It is very high for anything the service can justify, higher than your yearly subscription). Moreover, since I cancelled the subscription I cannot see my invoice history or anything in Billing - that is also odd. Please provide me with an invoice for the first charge, and with an explanation and the refund for the second charge. Thanks for the help in advance! Best regards,Milan

First time community user 😁 is there a way for me to download a list of the recipients that have not signed in a Bulk send? I have a list of about 300+ that this Bulk send was sent to and I have about 100 signed, I am looking to find a way to download a list of recipients that are “in progress” 

I have a user that has a completed DS document but it has ‘In Progress’ as a watermark on all pages - how can this be removed?Thanks Cliff

Hey DocuSign!  The UI for Task Groups is clunky which makes managing Task Groups a daunting task.  We asked three years ago for a report that would simply show all individuals tied to a task group.  Should be something pretty simple. Thank you in advance.