Solved

Hi.I’m working in a sandbox environment and surprised that I’m able to download and print a Certificate of Completion and documents even though the envelope is still in progress with some signers still to sign and complete required fields?I didn’t expect to be able to download a CoC until all required fields were actioned and the envelope was completed.  Is this available in the production/live version of the platform - it somehow doesn’t seem right?Many thanks. Kenneth

Due to a misunderstanding with the payment account, an amount of 585 USD was mistakenly withdrawn from the wrong account. We kindly ask for your understanding of our situation and request that you suspend the payment. If you suspend it, we will be able to retrieve the funds from the Mongolian bank.We will make the payment from a different account. Is it possible to get refund?

 I can receive the documents by email and sign them without any problems. However,  I just can’t see them on the dashboard (shows “0” in any catalog) and couldn’t find them in the inbox either, on Docusign.It seems the signature I put on the documents is different from what I see from my user profile, but I’m using the same email address to receive these documents signing requests and logging onto Docusign. Strange.Can anybody help? Thank you ~ 

We built an integration with DocuSign SOAP APIs in 2012 and a few of our clients are still using them. We are hitting the end points https://demo.docusign.net/api/3.0/dsapi.asmxhttps://na2.docusign.net/api/3.0/dsapi.asmxhttps://www.docusign.net/api/3.0/dsapi.asmxto create envelopes for our clients. Recently, we noticed that whenever we add the custom tags for the recipients, they are automatically are required, even if when have not specified the customtabrequired property to true. Whenever we require the custom tag, we specify the two properties to true.CustomTabRequired = trueCustomTabRequireSpecified = trueCan you please let us know what else we need to specify and why all of a sudden these custom tags are required?Thanks

I cancelled my monthly subscription plan 3 months ago, but today I saw my card statement and realised I am still charged every month. In the admin section, I could see this “Undo Cancellation” button, which means I did cancel it. Can somebody help how can I cancel it immediately? I tried “Contact Us”, but I can’t login there to send any message to Docusign team. TBH, I expected better from a bigger name like Docusign.Thanks

We are encountering the error "You must have Docusign administrator permissions to perform this operation" when attempting to open the Docusign Apps Launcher in our Salesforce sandbox environment.We have administrator access in our Docusign demo/sandbox account, but the error persists.Could you assist with this issue or direct us to the appropriate support contact? 

I tried logging into my Docusign account after a long time. I’m on a personal account.  When I tired logging in, it said to check my Authenticator app for a login code.  I did not have this setup.  I found instructions to set this up, however, it said to go to the Privacy & Security settings in my profile but the Privacy & Settings option does not show up in the Profle.  Are personal accounts able to setup Authenticator app logins?

Hello, Can you please guide on how to create this workflow templates, along with that how to use them.I know there is setup guidelines, but I am unable to understand them, on how to use them.Please guide on how to create them. Regards,Ipshita

Dear DocuSign Community,I would sincerely appreciate your guidance on who might be able to help me resolve the following situation:Recently, I received a PDF contract from a company, allegedly signed by me last year. The issue is that I had no knowledge of DocuSign at that time. It wasn’t until now that I realized the document was issued through DocuSign. Since I didn’t know about the platform last year, I could not have generated or authorized any signature back then.It was only recently, while trying to understand the document—where my signature appears to have been forged—that I started learning about DocuSign. I even created my own electronic signature through the platform, and it looks nothing like the one that appears on the contract supposedly signed last year.I want to clearly state that I did not sign that document, nor did I authorize anyone to sign on my behalf. However, I am now being asked to comply with the terms in that file, which is why I need to verify its authenticit

I received an e-signed (By Docusign) documents with 2 signer. However, the Serial number under the signatures of two signers are almost the same. Is it possible for two signers have the same serial number on the same documents?

Hi everyone,Since early 2025, I’ve been encountering a problem with the payload received via DocuSign Connect using API version 2.1 in JSON format.Until recently, I was deserializing the notification using a well-defined C# object like this: public class DocuSignEventNotificationResponse {     public string status { get; set; }     public string envelopeId { get; set; }     public string documentsUri { get; set; }     public string recipientsUri { get; set; }     public Sender sender { get; set; } }public class Sender {     public string userName { get; set; }     public string userId { get; set; }     public string accountId { get; set; }     public string email { get; set; } }However, recently the payload arriving in the DocuSign logs seems to have changed completely. For example, now I receive notifications in this format:{  "event": "envelope-completed",  "apiVersion": "v2.1",  "uri": "/restapi/v2.1/accounts/1e78c******8c2db/envelopes/18*******91dca",  "retryCount": 1,  "configurat

Is there any way for my customer to update the language in a DocuSign CLM default screen?  If you can see the attachment (inside the red box), they were looking to update ‘Choose a Template’ and some of the explanation text to be more specific to their teams and users but I cannot find anything that says we can or can’t update. 

I have had a 14-month dispute with one of the largest US banks over a beneficiary form signed by my late husband.  I have a copy of his e-signed form, a record of him uploading the site, a record of a call he made to the bank’s customer service to receive instructions on how to complete the form.  Still, the bank refuses to honor it as they, for some unknown reason, note the date of receipt of the form as being 11 days after his death.  As the court-appointed administrator (and one of the beneficiaries in any scenario regardless), how do I go about finding the audit trail for this signature so we can move on with life? 

Hi all, I want to buy the “eSignature Standard” plan for my user only, but every time the system says that 2 users is the minimum, but I only want the plan for my user.Can anyone tell me if and what I can do to solve this problem? Thanks!

I signed the contract three hours ago today after going through video identification process with a live agent. Everything was confirmed there, but I have been stuck in review for the past 3 hours. Is it normal to take that long?Any advice or help would be appreciated. Thanks!  

I have a template which I need to copy to another envelope and reuse . Is this possible please 

I have cancelled my account online and after I kept getting charged raised a case and cancelled it again (even though it was already been cancelled twice) and now I have been charged again.  This is the 4th time now you have stolen money from my credit card.How do I get a refund and also stop future charges 

I have a doc that need to be viewed by Party B, and then signed by Party C. I only have the email address of Party B. I want B to 1) able to review it, 2) if no issue after review, then being able to distribute the Letter to C freely and have C sign on it. Is it doable? Further more, Party B plays a role of “mediator” here so there will be a lot of different final signer (Party C, D, E ,etc), is it feasible to send all the document together to B and have B forward them separately, or does it have to be done in individual envelop at the beginning?  

We would also like to know whether it is technically possible to sign documents with Docusign anywhere in China.I read reports that “the great firewall” could be an obstacle. Is there a solution for this issue ?

Hello, I have a DocuSign form which was accessible through a PowerForm. For reasons that I can’t determine, when the user clicks on the link to open the PowerForm, the process skips this and goes directly into the DocuSign form.To expand on this, the user clicks the link, the PowerForm would display allowing the user to define the signatures then the user would move on to the form. Currently, the user can’t define signatures becasue the form opens when the PowerForm link is clicked.This process was working previously and only started this behavior today (Jul 3, 2025).What recommendations are there to troubleshoot this issue? Thank you! S.

The template below is currently configured to display a voided envelope when the email address is updated. At present, the content is static. Have a requirement to display different text based on either a flag / custom field when making a call to v2.1/accounts/xxxxx/envelopes/xxxxx/recipients?resend_envelope=true How can I pass a custom field and make this template conditionally display text based on that custom field? Appreciate your support!

Hi.  How do I resend an envelope to a signee if they’ve missed filling out some important information?  It won’t always be a required field.  Thank you.

Does anyone know if you can temporarily transfer a seat from an existing user to a new user, for duration of the existing user’s maternity leave? I do not want to close her seat, as i) the person undertaking maternity cover will need to view the existing user’s previous activity and ii) the existing user will need access again on her return to work next year. I’m sure this isn’t the first time this situation has arisen so any advice or suggestions gratefully recevied, thank you. 

Hi - I am an admin and one of our clients had multiple draft envelopes disappear from her draft folder a few days ago.  Is anyone aware of some sort of glitch that might have happened between January 20th and 22nd that affected the draft folder? I had her check her filters and her date span, they appear to be correct to view something from a few days ago. I also had her create another envelope and save it as a draft - it saved just fine today and is currently viewable in the folder.  I asked her to leave it there for now to see if everything stays where it should in the coming days.Any insight is appreciated.

The DocuSign eSignature process is triggered in our CLM environment, which means the integration involves certain fields to be mapped before triggering the routing for signatures. For this record type, the Effective Dates value is populated based on when the second recipient (Officer) signs the document. Once the Officer (second recipient) signs the document, a contract admin is responsible for updating the Effective Date before the document gets sent out to all parties as a fully executed document. Initially, I was going to set the Contract Admin as the 3rd recipient as a ‘Certified Recipient’ which would cause the executed trigger to wait until the CA accepts the document. I see a few issues with this process but want to run this by anyone for advice. Issue: When a document is sent out for signatures and after the first signature is received, how can the contract admin update the envelopes ‘Effective Date’ (remember, this is triggered from a CLM environment, so a DocuSign template is