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I have a user who, when they click the Send button to send an envelope, they get an error in a small popup saying ‘Failed to Fetch’. We have tried:Clearing cache Incognito mode Using VPN Different browser Sending to different recipients

I recently upgraded from the standard paid version to the business pro version. However when trying to utilize some of the features like uploading a template, the feature is not available. Of course that led me to the admin page as I am the only user, and the one who started the account. Under my name nothing is listed under permission profile and there are no other users. When I click on that tab a warning pops up for about 1 second in an orange box that stated “warning add an administrator profile”. However when I try to edit my name it fails to load user information. Basically I am stuck in a loop of apparently not having an admin even though I am the only user and have the rest of the admin functionality. Needless to say it has been a very frustrating few days trying to get help on this, and it appears DocuSign themselves could care less as there is no way to contact them. Finally, I did try to open a case while logged in but it sends me to another page to get a paid account, wh

Hello,I subscribed a few days ago in order to sign (qualified signature for INPI) one document.I need to talk to support/assistance because of a billing error and because the document I signed was rejected for an unknown reason (although I was charged for the qualified signature)Although I have a paid account, I can not access support. I arrive to an error page whenever I try to log in to support.I have been trying for a few days with no luck, I also talked to the chatbot but couldn't resolve the issue. It is urgent for me to sign the document; please help 

Hi, I’m the IT manager for the UK subsidiary of my company. We initial purchased a subscription to docusign, but the parent company has reclaimed the domain name for our email address. This stopped the users from accessing docusign while we still paid for the Subscription. Is there someone or a way to get help in sorting out this issue?

Core ProblemMy organization has implemented Docusign-Connect to send completed envelope to our Laserfiche storage system. This Works as intended for envelopes with a single template however multi-template envelopes additional templates do not express retrain their Envelope Custom fields metadata correctly when transferred to Laserfiche, and instead assume the Envelope Custom Field data of the initial template.  Current DesignEach Template has 4 key pieces of metadataTemplate Category: This could be either Custom Envelope or Document Field and is a static value for the template. Currently set to an Envelope Custom Field.  Template Sub-Category:  This could be either Custom Envelope or Document Field and is a static value for the template. Currently set to an Envelope Custom Field. Recipient Account Number: This is currently a Custom Document Field on

We are using Docusign JS library for embedded signing experience. In chrome browser, when we load the url, it is adding iframe in DOM and then opens modal to accept terms.In edge browser, it just hangs and never open the modal to accept terms with exceptions below.   

Recently my tag colors are all of the sudden Pastel colors. When I need 3 signatures, I can’t even tell 2 of the colors apart because they are so light and almost exactly the same color...just maybe a slightly different shade of Baby blue for example. Can I change somewhere in setting to different colors? Thanks so much 

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I am working on converting a bunch of hand written forms to DocuSign.  Our system uses the DocuSign API and connects to it using the C# .NET SDK.This works well for most fields and anchor tags but, recently, we have started adding fields like checkboxes and radio buttons.  However, it appears that radio buttons do not have any sort of measurement associated with them in their class (no scale, no width/height, etc.).  The only size related field I can find is fontsize, but changing that does not appear to change the size of the radio button.Is there any way to change the size of a radio button for a form submitted through the DocuSign API?

Hi all,I’m able to successfully initiate a DocLauncher task via the API using the following request:POST {{baseUrl}}/v2/{{accountId}}/doclaunchertasksBody: { "DocLauncherConfiguration": { "Href": "https://apiuatna11.springcm.com/v2/.../doclauncherconfigurations/c19edc..." }, "Datatype": "xml", "Data": "<dd><num>1234</num></dd>" }I use the ResultUrl from the response to launch the configuration in ui mode and fill some additional details apart from the dd field. I’ve created a form with a textbox with mergetag dd along with some additional fields to be filled by the user.The form launches and but the initial data that I passed is not visible on the form ui. However, after the workflow launches after the document generation. Here are the observed params:<TemplateFieldData ...> <transactions>456</transactions> <transactions_unformatted&gt

I need to e-sign a doc and then send in P7M format. Is this possible? 

Hello,I'm reaching out because my Go Live request was recently declined, and I'm unsure why — no feedback or rejection reason was provided.About Our IntegrationWe're building a B2B SaaS platform (Getmany.com) that requires customers to sign commitment agreements.  The Go Live form was declined by Drew Martin, but I received:- No email explaining the issue- No checklist of what failed- No comments or next steps I'd appreciate any help with:1. Visibility - Is there somewhere I can view the rejection reason?2. Common Issues - What typically causes silent rejections? Or it’s normal?3. Checklist - What should I verify before resubmitting? I did more than 80 tests.4. Escalation - Can someone from DocuSign review my submission?I'm ready to fix whatever

Hi, I’ve created a Connect configuration with the following settings:Trigger Events > Envelope Events > Envelope Signed/Completed!-->Include Data:Documents Attachments Document Fields!-->But when the contract signing process is complete, I receive a payload into my webkook with the following structure:!-->​​​​​​​{ event: 'envelope-completed', envelopeId: '68ce2953-4fa5-8d2f-8094-cde7fc130d3b', status: 'completed', documents: [ { documentId: '1', name: 'InvestmentContract_50b40cd2-f529-4584-892d-926b40447143' }, { documentId: 'certificate', name: 'Summary' } ], completedDateTime: '2026-01-13T16:15:14.87Z', createdDateTime: '2026-01-13T16:13:53.8Z'}The PDFBytes is not included in the payload. I need to get the signed PDF and save it in a safe storag

Recently when trying to create an envelope (not with a template, just at the screen where you can drag a document into the box to start the envelope creation process) we would get an error ‘Unable to create the envelope’ and a purple screen (of death lol).  Running API and HAR logs showed no errors. The process just stopped.  After weeks of being shuffled around to multiple support people who didn’t help, we discovered ourselves that if our VPN was not enabled DocuSign worked normally.  With this information, and getting DocuSign Support and our IT support together on the phone it was determined that our security software was flagging a DocuSign server as suspicious and blocked it.  So the envelope creation process would stall. Once IT set up access for all related DocuSign server access it worked perfectly. According to DocuSign they utilize many servers during one session, so if you are having similar issues with the process just stalling, check with yo

Question for sending excel spreadsheets through Docusign.  I have Custom Header like Employee report 2025. In Docusign it appears like this Is this because of the font of the headers or something else? 

We are creating a rather complex document / form for someone to sign.  They need to answer questions (yes/no and true/false) and are using conditional formatting for a few of them as well.  However, we would like to test out the form before sending it but it seems like the only way to test is to send it to ourselves.  Is there any way a document can be viewed/tested without going through the signing process?  It would be a big help!  Thanks.

Can’t send my document, I don’t care about no comments, i used a PDF, no comments on the DocuSign either, I don't know this error. I already changed to a paid plan to add more signers, this DocuSign is so freaking annoying. already read all the posts here to. “open a case” is a joke, right?

I’m trying to use the simple send.sig.request script to send signature requests, but it is not at all clear how to get the access token. The JWT seems like overkill as I don’t need to impersonate everyone, just access as a single user, but I don’t want to deal with popping up web pages and whatnot for consent - it just needs to send the request. The instructions say to setup a redirect uri, but it’s not at all clear what the uri is supposed to do when whatever redirects to it…Thanks for any help...

Hi, I need help logging into my account. My account is under larry@***********.com. This email is no longer active (hacked) and I am now using l*****************@gmail.com. When I try to log in with my old email it needs to verify by sending an email to larry@***********.com which I do not have access to due to the hack. I need to get the login changed to my new email address. Can you help me?All the support options ask me to log in but wants to send a verification email to my old email. I cannot find out how to bypass this so I can get into my account and then change my login email to my new one. Suggestions? 

Hi Team,I have requirements where I have multiple templates. Template A, B, C … and so on. I have Template A which is static template & is always used for workflow, and Template B and C are conditionally selected on the basis of various conditions. End result will be like mentioned below:Template A & Template B or Template C [ Template B or C will be added to the last ] as per different condition  Template A & Template B & Template C [ Template B & C will be added to the last ] as per different condition  NOTE: I DON’T WANT TO CREATE MULTIPLE VERSION FOR THE ABOVE MENTIONED SCENARIOS, SINCE AGREEMENTS ARE SO HUGE AND HAVE SO MANY FIELDS TO MAP

I have a signed document with the following page identifier. What do these numbers all represent?20238 • (2679820.2).doc

Hi DocuSign Community,I recently submitted a Go Live request for a DocuSign API integration, and it was declined, but I did not receive any explanation, comments, or guidance on what needs to be fixed or updated.This has left me a bit stuck, so I’m hoping someone here (or a moderator) can point me in the right direction.Integration Details Authentication: JWT Signing method: Embedded Signing (Recipient View) Webhooks: DocuSign Connect for envelope completion Status: Fully working and tested in Demo

We need to export a number of completed envelopes for our external attorneys.  I added the BOX integration but can’t figure out how to export completed items to BOX in bulk.  I also opened a support case to possibly use the Docusign Retrieve app.Anyone have any other ways to accomplish this?

Hi all,I am supposed to sign documents using my company e-mail but I am not able to get through identification process, I tried using other browser, restarting, incognito mode, etc. but nothing helps. I stuck on the Connection Speed Test page - I enter it and nothing happens. Any ideas what to do?

I have internal signers that do not want to have to do the Identity verification questions on a packet. We still want the clients to have to do the Identity verification. Is it possible to verify the internal users via their email address and to have the external clients verify by the Identity verification questions.