Unanswered questions

Is anyone currently using DocuSign In-Person Signing with Topaz GemView tablets? We've successfully tested DocuSign with our Topaz SigLite Standard pads using SigPlusExtLite, but we're interested in providing a better customer experience by allowing signers to view the documents directly on the signing device. Since DocuSign appears to support GemView tablets, I'd be interested in hearing about any real-world experiences, lessons learned, or recommendationsWe're hoping to gather some feedback before investing the time and resources into testing and deployment.

Hello everyone,I'm hoping someone from the DocuSign Community or Support can advise on our situation.Our company, has a DocuSign account where the previous administrator has left the company. Unfortunately, they did not transfer the administrator role or provide their account credentials before leaving.As a result:We no longer have access to the administrator account. We cannot manage users or update account settings. We cannot assign a new administrator. We still have active users on the account, but none of them have administrator privileges.I've already contacted DocuSign Support, but I was directed to the article explaining how to change an administrator. Unfortunately, that process requires an existing administrator to initiate or approve the change, which isn't possible in our case.Has anyone experienced this situation before? Any advice or shared experiences would be greatly appreciated.

Hello DocuSign Support,I am currently integrating DocuSign using the API with a developer (demo) account, and I have encountered an issue that is preventing me from completing my integration.Initially, when I sent envelopes from my application using a template, the recipients did not receive any email notifications, even though the API successfully created the envelope and returned a successful response. Surprisingly, the next day, without making any code or configuration changes, the same API calls started working correctly and recipients received the emails as expected.However, the following day, the exact same issue returned again. Once again, without any changes to my code, template, or DocuSign configuration, email notifications stopped being delivered.Currently, the behavior is as follows: The API authentication succeeds. The envelope is created successfully. The envelope status is "sent". The recipients are correctly assigned. No API errors or exceptions are returned.

A company sent me a form to fill out.  On the form there is a "SHARE %" number field and it says to enter as XXX.XX.  There are multiple lines but in total the percentages and must add up to 100%.  As I completed the entry a counter showed the cumulative percentage.  Upon entering the last value th counter showed 100%.  However I  could not submit the form due to this error message  "Required Number-XXX.XX-Invalid number."One thing I noticed is that of the five XXX.XX spaces, only the last two had blue backgroun and I could not put the pointer on the first three spaces which were white background.  Reported the problem to the sender and they kept telling me to try things that didn't make sense.  They even had the nerve to tell me to try to enter the values as XXX instead of XXX.XX. What’s the problem here?

i have 2 text fields and input as numbers.If the user fills in text field 1, then cannot fill in text field 2if the user fills in text field 2, then cannot fill in text field 1User is required to enter number in either of the text fields, but not bothuser cannot submit the document until either of the text fields are filled in.How to set this up?I try conditional field, but errors out saying cannot loop 

Hi DocuSign Team,I am working on integrating DocuSign Web Forms with our application.Currently, we can manually access and extract the submitted Web Form data from the DocuSign interface.I would like to know whether the same Web Form data extraction is possible through REST API.Specifically:Is there any REST API endpoint available to retrieve the submitted Web Form data? Can we retrieve Web Form submission details (field values/data entered by users) using API? If available, what are the required API scopes and permissions needed? Is this supported for DocuSign Developer accounts, or only specific production plans?I checked the Web Forms API documentation and found endpoints for retrieving form configurations and instances:List Web Form Instances Get Web Form InstanceHowever, I would like to confirm whether these APIs provide the actual submitted form field data or only metadata.Any guidance or sample API implementation would be helpful.Thanks.

A company is claiming I docusigned a document that I don’t believe I did. They will not show me a COC. Is there a way I can get the COC?

The Docusign-esign-java libary released a new version (6.7.0) last on 7/1/2026; however, it still uses a version of com.fasterxml.jackson.core (2.17.1) that has a vulnerability (CVE GHSA-72hv-8253-57qq).  This vulnerability was fixed in version 2.18.6 and 2.21.1.  When can we expect docusign-esign-java to be updated to use a jackson.core version with the fix?This is the entry in my pom.xml        <dependency>            <groupId>com.docusign</groupId>            <artifactId>docusign-esign-java</artifactId>            <version>6.7.0</version>            <classifier>shaded</classifier>        </dependency>If I remove the shaded classifier then the application throws an error (java.lang.NoClassDefFoundError: com/fasterxml/jackson/databind/util/ISO8601DateFormat) when it tries to create a  com.docusign.esign.client.ApiClient 

Environment: Demo / Developer (account-d / demo.docusign.net)Auth: JWT (API integration)Signing notification emails stopped being delivered to recipients around 2026-07-22.The same account delivered emails fine on 2026-07-15 and 2026-07-17 (recipients openedthe email link and signed). Since then, no recipient receives the signing email.What I already verified via the REST API (so this is not ordinary deliverability):- Envelope status = "sent", recipient deliveryMethod = "email", suppressEmails is not set.- Account flags are clean: envelopeSendingBlocked = false, suspensionStatus = "" (not suspended).- Recipient email is correct in the recipients API (no role suffix).- Affects BOTH an internal (account member) AND an external Gmail recipient.- Both mailboxes checked: nothing in Inbox and nothing in Junk/Spam.- The signing UI now shows: "This document is currently flagged as spam ... Not Spam ... Report Abuse".This looks like the demo fraud/spam hold that withholds notification emails wh

We are experiencing an issue with the Salesforce and DocuSign integration related to updating email fields.Current Setup:Salesforce has two email fields: Primary Email (Required) Secondary Email (Optional) Both fields are initially populated by Salesforce users. We send a DocuSign form that includes both email fields.Example:Primary Email: test111@gmail.com Secondary Email: test222@gmail.comObserved Behavior:If the signer updates the Secondary Email (for example, changes it to test333@gmail.com), the updated value is successfully synced back to Salesforce. However, if the signer clears the Secondary Email field and submits the form with it left blank, Salesforce still retains the old value (test222@gmail.com). The field is not updated to null or blank. The Primary Email field is mandatory, so this issue only affects the optional Secondary Email field.Expected Behavior:If the signer removes the Secondary Email value in DocuSign and completes the form, the corresponding Salesforce fiel

 HiUsing DocuSign on its simplest way : write and send documents towards different addressesMy user wants to sort all the historical exchanges onto dedicated folders (the same way we’d be doing using MS Outlook for the mails)what are the guidelines / best practices availableThanksStéphane

We are looking to send a contract to 300 recipients.I have been advised by account manger of the below.If your looking to send 1 contract to 300 recipients and have them all sign that single contract? Docusign envelopes are maxed at 99 recipients per PDF so if that's the case, this would need to be done in 3 goes.Unfortunately we had to find how to do this ourselves and used the bulk send with 1 envelope but uploaded 99 recipients to the csv file. We repeated this 3 times. Once sent we were then charged for 298 envelopes even though each bulk send was 1 envelope. I feel pretty lost with this. Any thoughts and guidance on if this is even possible.  

Hi, I'm the founder of a transaction-management SaaSfor residential real estate teams. I'm planning a Docusign integration and need toconfirm go-live eligibility before I invest the build time.The model is a standard ISV Connector / Public integration:- One integration key, Authorization Code Grant (confidential client)- Each user connects THEIR OWN existing Docusign account via OAuth- All envelopes are sent from and billed to the users' own Docusign accounts.  Nothing is billed to my company, and I am not reselling or embedding Docusign.My company is an established LLC with a corporate domain, but it is a smallcompany: fewer than 20 employees and less than one year old. The Partner Programrequirements page lists "established for at least one year and with at least 20employees," which is why I'm asking before building.Three specific questions:1. For a Public integration under the model above, is Docusign Partner Program   membership strictly required to complete Go-Live, or can Go-Live

This is my first time setting up roles to use the templates from the app. I absolutely am putting in the email address correctly. Any ideas?

I’ve been getting a few bounced email error messages.  This mostly occurs to people I have sent Hundreds of docusign envelopes to, and they are on the same server as I am, so it’s not an ITS issue.  I’ve ignored some, and they seem to go away, but this is obviously a problem that keeps occuring.    

Hello,I accidentally created a Business Pro Trial account.According to the documentation, I should be able to downgrade to a Free account instead of closing it, but the "Downgrade to Free" button is missing.My account only shows:View Plans Close AccountCould a DocuSign employee please help convert my account to a Free account? **information removed due to PII**

My wife had a paid DocuSign account and she cancelled over 30 days before the renewal date. She got a cancellation email too. Yet today, her card was charged again. When she tried to login to DocuSign, she found there was no way to login and she kept getting the message that her account does not exist. So now, out of frustration I’m going into ALL CAPS. DOCUSIGN, I HOPE YOU ARE NOT DEAF:THERE IS NO WAY TO CONTACT DOCUSIGN IF YOU CANNOT LOGIN - THAT’S WHY I’M USING MY ACCOUNT TO BE ON THIS POST SINCE SHE CANNOT LOGIN, SHE CANNOT EVEN CONTACT THEM FOR SUPPORT THE CHAT BUBBLE DOES NOT WORKCONCLUSION: By the number of complaints on this community forum, there’s one conclusion - DOCUSIGN SUPPORT IS NON EXISTANT AND THEY HAVE MADE IT VERY HARD FOR ACCOUNT HOLDERS TO REACH THEM. THEY ARE HIDING BEHIND A WALL. ALSO THEY ARE QUICK TO CHARGE YOU, BUT HAVE CLOSED FISTS AFTER THAT.SHAME ON YOU. 

I am currently using DocuSign Web Forms and would like to know whether Knowledge-Based Authentication (KBA) is supported for both Public Web Forms and Private Web Forms.My requirement is to verify the identity of the user using KBA before they complete the web form or proceed with the signing process.Could you please clarify the following?Is KBA supported for Public Web Forms? Is KBA supported for Private Web Forms?

We would like to simplify our Docusign folder structure and move to a more metadata driven way of navigation and document search. We also Docusign CLM for Salesforce which seems to require the creation of account and opportunity folders with the Account and Opportunity object mapping. Is there a way to avoid the creation of Opportunity folders and place documents from an opportunity into the Account folder?

We are planning to allow adding up to 99 signers to an envelopeWe have a developer account, but we find out that we have RECIPIENT_LIMIT_EXCEEDED when we put more than 15 signersThe error message is not entirely clear to me “You have reached the maximum number of recipients allowed for a single transaction. Please remove some recipients, or split them across multiple tran”. Too much users, or should we define our envelope differently ?Is there a way to lft the limit to the theoretical maximum of 99 in order to test ?Best regards

There used to be purple diamonds in front of the completed agreements in DocuSign Navigator that would indicate whether validation of the AI Assisted Review had been completed. I no longer see those. Is there another way to tell what needs to be reviewed? Thank you.

Why do I see, on occasions, the signing time and date in the “Signature” section are completely different from the “Timestamp”? For example, I have a training log that shows a staff member completed the training on 05-Jun-2026 but the “Signature” block indicates that she signed on 28-May-2026 at 2:23:12 PM EDT; and the “Timestamp” section in the audit trail had this: Sent: 5/28/2026 11:12:29 AMResent: 5/28/2026 4:01:32 PMResent: 5/29/2026 8:28:46 AMResent: 5/29/2026 3:51:20 PMResent: 6/1/2026 3:27:54 PMViewed: 6/1/2026 9:56:52 PMSigned: 6/5/2026 5:52:08 PMWould someone please help explain this? 

Overview of my problemI created a standard developer account (on the default "DEVCENTER_DEMO_RESTRICTED_JUNE2025" plan) and I am getting a "RECIPIENT_LIMIT_EXCEEDED" error whenever I try to create an envelope with 2 recipients via the eSignature REST API. I am trying to have two people sign the document - the first signer is me, the second signer is the client which receives an email to sign the document once I have signed the document. Is the restriction I am encountering built into the RESTRICTED plan? How can I increase the per-envelope recipient limit on a sandbox account or change the plan for free, for development testing? I need at least 2 recipients per envelope for a two-signer flow (embedded signer + email signer).Error response{ "errorCode": "RECIPIENT_LIMIT_EXCEEDED", "message": "You have reached the maximum number of recipients permitted for a single transaction in your account." }Querying GET /v2.1/accounts/{id}/settings returns no maximumRecipientsAllowed field. The /bil

Hi, I wanted to reach out to the customer support from my developer account, but I was not able to start a conversation with a chat because the action simply does nothing. I tried other browsers, another device, incognito, still nothing. When I log in with my trial account, I am redirected to using the chat again, which is not working. I have no way of contacting support now.  

I have tried everything and followed all instructions and cannot figure out how to get CORRECT in the MORE menu??  Please help, I need to correct this!