Solved

I’ve received a scanned version of a docusigned document. How do I verify the type of signature (qualified e-signature or not) and the validity of the signatures ? I have the number of the envelope and dates, not the certificate of completion. I cannot ask for more documents.

Hi community, I would love to customize the email that our customers receive when an envelope is completed. Is there a way? In the template editor, I only see an option to add text; images and formatting are not allowed.

Hi All,I am new to docusign and I am just responsible for the end user support for my company.Our docusign admin states that user configuration is correctly done but user is still receiving the below message every time he tries to sign an email attachment. He mentioned user needs local admin rights which I tried without success.Do you know what could be the reason?  Thanks 

Hello! I’m starting to work as a workflow designer and I need a task where the user will select the folder in which they will save the contract after it has been signed by everyone. I thought of using the eForm step followed by the Copy and Move step, but how could I allow the user to select the folder without requiring them to type the path? Can I get the folder structure to show up? Thanks!

When using the “combined” API option on Java SDK I don’t get the certificate of completion bundled on the PDF. But, If I use the “archive” option I get a ZIP file with the documents and the CoC.I need to get the CoC with the compleated action, how to do this? The documentation on the EnvelopesAPI to download documents  “getDocument" states:You can also use this method to retrieve a PDF containing the combined content of all documents and the certificate [...] To retrieve the combined content replace the `{documentId}` parameter in the endpoint with `combined` the blog says the same thing:If you choose to download a combined file, you can either get a single large PDF file that includes all your signed documents one after the other, or you can get a ZIP file that contains the documents inside. In either case the Certificate of Completion (CoC) is also included as the final document. The Certificate of Completion is a document that outlines all the activity pertaining to this particular

My service agreement templates have recently disappeared from the menu. I was using the same agreement template for a long time and it disappeared from the menu. I changed my password and I uploaded a new updated template and now after one use it has disappeared from my template menu. What’s the problem? I’ve been using DocuSign for years without issue; so, this is a new problem and I don’t understand why it keeps happening.

I saw on a previous post about a being able to combine a Certificate of Completion and Summary page via email attachment wasn’t supported and I wanted to see if that is still the case? Other document signature apps have this figured out and I’m surprised that DocuSign doesn’t have this as an option as users really want to minimize the amount of documents received within their email but want to also receive everything within one .pdf file.Here is the post I’m referring to: 

I circulate A LOT of documents, and find that I’m wasting a lot of time changing the initial view size of the PDF. I upload the PDF into my template and click on ‘Next.’When the PDF opens in the next screen -- the Zoom size is set automatically to ‘Fit to Width.’ This makes the PDF very small on my screen, so before I can add any fields, I’m wasting time resizing the view and  scrolling around the screen to locate it. Is there a setting for changing this Zoom size so I no longer need to manually resize the PDF each time? Thank you.

Hello,in our company we have numerous employees who just need to sign documents and who do not need or do not want to have an own DocuSign user account. When these colleagues receive an envelope to sign for the first time, they enter their name and initials and choose a signature style. Now it has happened more often that some of these colleagues have forgotten a prefix that they have to put in front of their name. Is there a way for these colleagues to customize their name after their first signature, i.e. add the prefix, without having to have a DocuSign account?I found the solution to change it in the “Signature Adoption Configuration”/Lock recipients name but I only see these settings in our developer account, not in our live-account. I am an org admin and we obtain an individual DocuSign volume-based plan for our company.Best regards,Katrin

The Docusign bot is failing me. The bot will not connect me to a live agent. The module keeps taking me in circles. It wants me to open a new case. The Docusign support page will NOT allow me to open a new case despite being a paid member. There is a glitch with their system. It shows me past cases, but there is no opportunity to open a new case. 

HiSo I am currently operating on the Business Pro Account and need to make use of Bulk Sending . But the option does not appear at all. I have contacted support but I am not receiving any response. If anyone is able to tell me how to check the setting or enable Bulk sending please.

I see time expired, it will be within the 24-hour timeframe. I has created Envelope on 24/1/2025 19:04 - expired: 9/2/2025 17:58                      Envelope on 24/1/2025 16:05 - expired: 8/2/2025 17:54I don’t clear about time expired for cases above. And Envelope status is Voided for case Deleted or Expired. So, I can’t determine to divide case Deleted or Expired.Best regards,

Hi! I have a paid plan. The billing history fails to load. I am trying to contact someone from the support team but all I see is that I can not open a case and I can also get wrong answers from the bot. How can I talk to any human to get the invoice and send it to our accountants?

Unable to Verify U.S. Passport with IDNOW Hello, I am having trouble getting my U.S. passport verified through IDNOW. I have attempted multiple approaches, including:• Scanning the page with the hologram• Scanning the page with my signature• Scanning both pages together Unfortunately, none of these attempts have worked, and I keep encountering verification failures. I’m at a loss as to why this process is so difficult. Has anyone else experienced this issue? Is there a specific method that works for U.S. passports? Any guidance or a concrete solution from the DocuSign team would be greatly appreciated. Thanks! 

I'm working on a new application that has integration to Docusign to allow customer to sign documents using the embedded flow. The way it works is we generate the signature URL and show it inside a modal so customers can sign without leaving our application.So far so good. Everything was working properly until we promoted the application to production.All of a sudden we've started to see {"error": "consent required"} errors in the call that generates the access token that is used in the envelope api calls. Our application is written in Python and we are using the request_jwt_user_token function in the Python SDK. I'm clueless as to why this is working in staging but not in production. I've updated all the necessary parameters with their production values but I'm not able to authenticate successfully 🤔

A user has envelopes that have been completed several weeks/months ago but still show up under Action Required. There is no action needed & the original envelopes are showing completed on the sender’s end. How to fix this? We’ve already tried the troubleshooting steps below with no fix: Clear cache/cookies Try a different browser(s) Try an Incognito window Try a different device Try a different Internet network, such as on a mobile device using data with Wi-Fi disabled. Try using VPN, or if on one already, disconnect from VPN and try again

Hi,I have bought a standard esignature plan, but now it says that my payment was not accepted. Independent from which payment method I choose. At the same time I also cannot just cancel the plan anymore. Thanks in advance for support!Astrid

When a person goes to sign the document - a message pops up saying your session has timed out. They opened up the document and clicked on start or go to the signing page and then this message pops up. Please helpThank youKristine 

Can you turn on ‘Enable Links to Envelopes in Reports for Admins’ in the Account Plan Editor?”

2 part question. I’m Looking for some advice on formulas. I understand the concept of displaying a 1or 0 as a true/false result, Im curious if there is a way to display the result of a formula in a separate text box. For example, If I were looking to have the formula [Box 1] *.3 display the result in a new text box, is that possible?  Also, the closing parentheses in the If statement seems to be “breaking” the formula. I’d love some advice on how to properly format those. for Example, if([Box1] + [Box2] = 100, 1, 0)  ← the final parentheses seems to break the formula.  Thanks!

Hi,Is there a way to keep the client from accessing the contract both trough the link and PDF after they signed it?I have been using getaccept and they have that option. Thanks in advance

I have had several issues with people filling out forms incorrectly.  Is there a way I can change the default text in text boxes from “Text” to another word or phrase?

I had an active technical matter going. A change was made by support. The support person wanted me to confirm that the process was successful. However, the chat box was lost and replaced with the bot asking irrelevant questions.  How can I reengage back with the live chat or send a message to them?

I have my Document Visibility settings enabled, but I want to be able to choose which documents would be visible within the template itself - I don’t want my sales team to have to select it every time they create an envelope. Is that possible? When I look at the settings in my template, the checkboxes for each document visibility are greyed out.

I have sent about 30 employee handbooks to be read and electronically signed by each employee. A few have come back that I have been able to open, download and save to our organizational files. No problem. However, I received one, and when I clicked to open, it sent me to a Docusign screen that said → Access Denied. User lacks sufficient permissions. For assistance, please visit our Support Center.  How do I access the document? Why was I able to access the others and not this one?