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Unanswered questions

393 Topics
I
Newcomer
ikrauseNewcomer
asked in eSignature
Missing Signed Documents

I recently returned to my Docusign account to access some signed contracts that are stored here.  It has been over a year since logging in because we haven’t needed the service, but I was shocked to see all previous documents missing.  I have many folders that I created for each of our clients that had signed contracts, and all of those folders are still there, but are empty.  I have emailed support twice, and have never received a reply, not even to acknowledge they received my inquiry.  I have also read many other posts about missing documents, but none of the solutions helped in my case.I need some urgent help here, I need to access these documents asap.  Thanks.

355
C
Community Moderator
4 hours ago
P
Newcomer
ptyoungNewcomer
asked in eSignature
Apply one Template to Multiple Documents at Once

Hi, I am new to DocuSign. I am looking for assistance with applying one template to multiple documents like 100+ in one envelope for one recipient. Any assistance would be greatly appreciated.Thanks,Porsha 

144
C
Community Moderator
4 hours ago
W
Newcomer
wumbo111Newcomer
asked in eSignature
Phone Number Invalid on SMS Verification, help ASAP

i have tried numerous format such as (xxx) xxxx-xxxxxxx-xxxx-xxxxxxxxxxxxxxxxxx xxxx-xxxxxxx xxxx xxxx then checking the validity of my phone number (in which it is valid) , using another phone number, another device, different wifi, creating brand new email account, all to no avail. please help to solve this as soon as possible. thank you

13810
C
Community Moderator
4 hours ago
D
Newcomer
dhiggins13Newcomer
asked in Payments
Remove double billed subscription

I signed up for DocuSign and after a day of using, received an email from DocuSign stating that I had violated their Terms and Conditions. I had merely sent a file for signature.  4 days later I was not able to use DocuSign and called Sales.  The sales rep told me my account had been closed, and my credit card would be refunded.  He said I had to sign up again and provided a promo code, which was a nice gesture.  Well, my credit card statement came in and there are 2 charges, 6 days apart. How do I speak to someone or email a live person for response?  So far, this has not been a great intro to DocuSign :(

233
C
Community Moderator
4 hours ago
S
Newcomer
SethIzenNewcomer
asked in eSignature
Unable to access ANY support for Purchase

I am unable to access ANY support from DocuSign. The phone system refers to the online system but when I go to the online system, I never receive an option to request a callback or submit a ticket. This is outrageous - who can I speak with to get support around a purchase/billing issue?

92
C
Community Moderator
4 hours ago
T
Newcomer
tcchanNewcomer
asked in Other
Testing Qualified Electronic Signature

Hello,I am reaching out on regarding our integration with DocuSign. We are currently testing the Qualified Electronic Signature feature, which we intend to offer to our clients.According to the documentation, our account must support one of the following signature types: DS EU Qualified with in-person ID check, IDnow - EU Qualified, or Signer Held EU Qualified. Our account does not support this.For your reference, here is the relevant documentation: [DocuSign Support Documentation](https://support.docusign.com/s/document-item?language=en_US&bundleId=xcm1643837555908&topicId=wjg1635415874371.html&_LANG=enus).Could you please let me know whom I should contact to enable our account to support DS EU Qualified with in-person ID check, IDnow - EU Qualified, or Signer Held EU Qualified?Thank you for your assistance.

192
C
Community Moderator
4 hours ago
T
Newcomer
TeichNewcomer
asked in eSignature
Delete option

Is there a way to disable the Delete option for document(s) that has been sent out? 

82
C
Community Moderator
4 hours ago
D
Newcomer
djrtjfhdfdtyn45645ytdfgNewcomer
asked in eSignature API
Embedded Sign with JS library at Angular (typescript)

We noticed that DocuSign provides a JavaScript library that seems to enhance the embedding process. However, our project is built with Angular and TypeScript, and we couldn't find documentation specific to TypeScript integration. Could you please share any documentation, resources, or tutorials that could guide us in integrating the library effectively in our environment? Your assistance would be immensely helpful.

50
D
Newcomer
4 hours ago
D
Newcomer
dttr18Newcomer
asked in Docusign Admin
SOC1 Report

How do I download a SOC1 Type II.

182
C
Community Moderator
4 hours ago
J
Newcomer
JaneMNewcomer
asked in eSignature
How to cancel reminders from a closed account

I have closed a user’s account but recipients of previous envelopes are still receiving reminders to sign documents. The documents no longer need signing. How do I cancel all reminders from a closed account?Thanks in advance.

52
C
Community Moderator
4 hours ago
B
Newcomer
BenWeidNewcomer
asked in eSignature
Docusign Signature

Hello everyone i hope you are all well :-), we want to use Docusign in our company for a few people (boss, authorized representative, etc.).Now I have created a Personal-Abo Account for our boss and everything is working so far.The only thing that's annoying is the following fact:when our boss signs something, it says "signed by:" in the upper part of the frame.When we receive an envelope or document from a colleague at our company in the UK, the colleague's signature at the top of the frame reads "Docusigned by:".Or is this irrelevant? Our boss is a person who wants everything to be as precise as possible and the question arises as to why this is displayed for him like this?How can I set this up for my bosses Personal-Abo Account? Or does our boss need a different license than the personal subscription? Next higher level or something?If someone can give us a meaningful answer, that would be great! Thank you in advance. Ben

153
C
Community Moderator
4 hours ago
G
Newcomer
gameVerbandNewcomer
asked in eSignature
How can i add custom text field from a CSV File

Hi guys,I've been trying to import custom text fields from a csv file, into an envelope for the past week, I just can't figure out how. I've looked through most of the posts regarding the same topic.We are trying to send a contract for 130 individual people with individual details, it works fine with the pre-made fields such as "name" or "email".From what I've seen, I need to specify a text field and rename the data label, but it's not working for me.When I import my csv file, everything seems fine, for example, my custom field with "Location" is shown in the import summary with 0 errors.My CSV Header looks like this:Thanks in advance!Alex

162
C
Community Moderator
4 hours ago
G
Newcomer
GZZNewcomer
asked in eSignature
envelope settings

Dear All, could you help me?When I created a new envelope because I want to collect all signature of a new contract, I set all recipients including all info and messages, order of the signatures ecc.What I can do if I have an attached 1 page pdf document which is linked to the contract, BUT I want to show ONLY for 1 or 2 signers (and definitly not for all).How I can insert additional pdf file which is available ONLY for the pre-set signer and hidden for the other signers?Thanks for your help! VBRGDS:GZZ

203
C
Community Moderator
4 hours ago
F
Newcomer
Frustrated UserNewcomer
asked in eSignature
Contact tech support to send e-mail phishing header information

I received an e-mail requesting I sign a document, which I have not opened.  I looked in the header and it was not from the sender.  I contacted the sender and sent them the header information. Why can’t I CALL tech support and speak to someone about sending them this info. This online nonsense is crazy!These phishing people need to be stopped!

132
C
Community Moderator
4 hours ago
A
Newcomer
aportoNewcomer
asked in eSignature
Template with variable number of signers

Hello all, I have a template where I have defined four signers, in the following way: I want to create envelopes out of this template using the Python SDK. Sometimes, I wanna add all four signers to an envelope, but sometimes I need to only add a subset of the signers (only signer1, signer1 and signer2, and so on). I have accomplished that in the following way:         signer1 = TemplateRole(  # The signer            email="<email>", name="Signer 1",            role_name="signer_1_primary",            tabs=tabs        )                signer2 = TemplateRole(  # The signer            email="<email>", name="Signer 2",            role_name="signer_2",            tabs=tabs        )                signer3 = TemplateRole(  # The signer            email="<email>", name="Signer 3",            role_name="signer_3",            tabs=tabs        )                signer4 = TemplateRole(  # The signer            email="<email>", name="Signer 4",            role_name="signer_4

113
JohnSantos
Valued Contributor
5 hours ago
W
Newcomer
willscNewcomer
asked in Docusign Admin
Transfer Docusign Account and Files to a New Account

Hello!I had a Docusign account at my broker for over 15 years and have lots of saved templates and files.  I recently opened my own account for our new brokerage.  I need help getting all of the old files and templates that I had in that account to the new brokerage account.My old email was: (redacted)New account: (redacted)Any ideas or ways to get all of that transferred over??Thank you for your help!Charlie

92
Hengfeng Ge
Rising Star
6 hours ago
H
Newcomer
Herman LohmanNewcomer
asked in eSignature
QES (EU eIDAS regulation) - certificate

Does DocuSign issue a qualified certificate to a signer that does not yet have a qualified certificate, compliant under the eIDAS for a QES?A qualified electronic signature (QES) under the EU eIDAS regulation requires a qualified certificate issued by a qualified trust service provider (QTPS). When I ask a client to sign a contract with a QES via DocuSign, the client may not yet have a certificate (let alone a qualified certificate). In the signing process, the DocuSign system will verify the client’s identification using the client's mobile phone whereby (i) the client specifies the government photo ID, (ii) the client films his/her/their face, (iii) the client films the photo on the ID, (iv) the client will impute an SMS code that DocuSign will send to the used mobile phone and (v) a third party identity veriification partner (UBBLE/Checkout.com) will compare the filmed face with the photo on the ID. At least, this was the process when I tested DocuSign in a pilot session.When the id

72
Hengfeng Ge
Rising Star
6 hours ago
K
Newcomer
KB1Newcomer
asked in eSignature
Changing a shared contact

How do you change a shared contact within docusign?  The account is through my company and the wrong email address was used for a vendor.  How do I change it so that it doesn’t default to the wrong address?

51
JohnSantos
Valued Contributor
8 hours ago
A
Newcomer
alaxosNewcomer
asked in eSignature API
¿How to sign multiple pages (SignHere tab) without using AnchorString to place the tabs?

Hi guys, I want the signers to be able to sign all pages of all documents, i.e. page by page they can click on the (SignHere) tab.I can also consider the option of them signing only the first page and the signatures being replicated on the others.Is this possible using Java SDK?

173
A
Newcomer
10 hours ago
A
Newcomer
appmgmtNewcomer
asked in eSignature
Cannot See 'Access Management > Identity Providers' Menu Even though Account is An Admin

Hi Everyone, The account that I am using is an admin but I cannot See 'Access Management > Identity Providers' menu in the admin page. I was trying to configure SSO for the our DocuSign demo environment.

803
K
Newcomer
10 hours ago
S
Newcomer
SnezanaNNewcomer
asked in Docusign Admin
Adding a user button missing, option to open cases unavailable despite paid account

I am the administrator of a new paid eSignatureBusiness pro account with 1 seat and up to 50 users. I am using the seat. When I try to add users, there is no button to add users as described in the instructional video, only the option for bulk uploads by CSV, which I would prefer not to do. As I have a paid account, I attempted to request a callback about this, but have the message “Your Docusign plan does not support opening cases.” Can anyone help?

202
N
Community Moderator
10 hours ago
K
Newcomer
KarriganNNewcomer
asked in Data Verification
Cannot access account due to no longer having access to email address

Hello.  I need access to my other DocuSign account. I no longer have access to the email address the account was registered under. Because of this, I cannot retrieve and enter the access code. I still have the same phone number. 

212
N
Community Moderator
11 hours ago
N
Newcomer
nick911Newcomer
asked in Microsoft
extract attachments from signed envelope

I have a power automate flow that is triggered when a docusign envelope is signed. The flow extracts the information and signed pdf, then saves to a sharepoint library.  Is it possible to separately retrieve attachments that the signer has uploaded? i.e. not one long pdf but individual files? 

192
N
Community Moderator
11 hours ago
V
Newcomer
VickywNewcomer
asked in Docusign Admin
See status of account

How can I view how many envelopes we have used and how many are left available? 

262
N
Community Moderator
11 hours ago
H
Newcomer
HstarrNewcomer
asked in eSignature
Template matching not working anymore

Hello, We are finding that template matching isn’t working all the time for some templates. The template matching worked at one point so I’m not sure why it isn’t working out of the blue. 

298
N
Community Moderator
11 hours ago

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