Help Forums

Hello I am using Docusign eSignature and DocGen. We have the Docusign enterprise pro for salesforce plan. Is it possible to group two checkboxes created in the Document Custom Fields section? I have created these and inserted them into the template but they act independently of each other. I need the person filling out the form to check either one option or the other, but not be able to select both. Also, I am having an issue when inserting a custom field for Title that the end user should fill in as it does not line up with where the tag is placed on the template. It seems that anytime I insert a field that the end-user has the ability to write-in, they are not aligned properly and require manual intervention. 

I signed a contracted in 2023, but never got a completed email from docusign (or I cannot find it, not in the spam folder either). How do I retrieve the contract? Can it be locate by the sender and signer’s email addresses? I didn’t log in when I signed so couldn’t use my account to locate either. The document was sent to an .edu email address for signature. Everytime after I signed a doc, it asked me to sign in, and then it will take me to the EDU log in page instead of docusign. I tried contacting support but it always saying unable to log in

I am trying to cancel my account.  But I receive an email saying that my account is not cancelled. This is ridiculous as there is no customer service and I have been charged every month even through I am not using their service and it says I cannot open a ticket as I am not a paid member however I am being charged $15 every month and the “Admin-- Cancellation” is returning the email below that says my order is not completed. I have been doing this for the last 3 months and i being charged.  This looks to be a fraud company as we cannot contact the Billing department on Phone nor can we open a ticket with Docusign. Thanks,  

We may encounter the following scenario an would like to know if we are going to face any blockers. We are sending a document to a colleague John Doe - we have entered his business email and we are requesting the Qualified Electronic Signature (QES) from John. John received an email on his business email (as expected). However, John had already verified his identity, as he had to do it for some personal transactions a few months ago. Back then, he used his personal email address when verifying his identity.  The question is - can John sign (QES) the document sent “via” his business email address?Many thanks!

I’ve been experiecing an error on the Docusign Developer Environment: X-Postfix; mail for [10.103.85.168]:25 loops back to myself.The recipients emails have already been checked and there’s no typo or error in the provider name.This error has started on Thursday (April 24) and was temporarily gone on Friday. But today (April 26), it has started to plague our testing cases again. This is the first time I’m running into this issue and no special configuration was added to our application.Is it an known issue?Thanks

Hi there, I am participating in the hackathon. Some of the new users are unable to create the developer account, and are posting their issue in disucssions section of the hackathon page. And as they can’t create their account, they can’t post their issue in this community.  Their questions are still pending, and that’s delaying them to get onboarded. So, I request soemeone to get in touch with them to sort out their issues. 

Could you provide an example of how to prepare an ‘ETL configuration XML file’ for use in the ‘Excel ETL’ step of a workflow?In my use case, I need to extract a list of case numbers from an Excel sheet and iterate through each case number to copy and move their corresponding documents.

We have one organization and several accounts for some departments.  Users in department A would like to be able to search and select users from department B in the Directory book. We would like this to be automatic and include all users from other accounts in the list.  I do not want to manually maintain the users in the address book or as shared contacts.  They are already listed in DocuSign and associated with the Organization.This could be visible in only one “central” department where templates and envelopes are created for users in other departments.Maybe this list is search only like the organization user search and a separate entry in the dialog for the address book button on the user field.

I am busy building a Power Automate flow with a demo connector and have fioudn that there are NO TEMPLATES in the demo environment to reference. I also have no abilty to create a template in the demo environment. Here is a snipped of the flow I am building as a POC.  List Templates return ZERO templates in the Demo Environment which means Step 2. Create envelope using template then fails as the template Id which is required for the step to execute is NULL. The quesiton is: How do I create/access templates in teh demo environmt?

I’m setting up a new company in Docusign and I noticed that all email notifications are aligned to the left instead of the center. How do I change this?

Hello,I recently completed and signed a document via DocuSign, but it still appears under the "Action Required" section, even though I’ve already submitted my signature.Could you please check if the document was processed correctly on your end, or let me know how I can resolve this issue?Thank you for your assistance.

I'm trying to figure out if this is an issue with our set up or a limitation of DocuSign. We send out envelopes with fields that are prepopulated with customer data. If I view the envelopes I sent through the "Manage" tab -> "Sent" folder, AND the status of the envelope is "Waiting for others" (or voided), none of the fields appear. The document shows up completely blank from the preview page. However, once the customer "completes" the contract, the fields all appear populated.My question is ... Why are the fields appearing blank in the sent envelope preview panel if the status is NOT "completed"? Is this just a limitation of DocuSign?Note, screenshots show where and what I'm talking about

Any thoughts why I could send an envelope with one PDF of about 25 pages and 500kb and get back a copy whose only difference is a few check marks, an optional text field or two and one signature and suddenly that saved PDF from docusign is 11mb big? 

I create a single DocuSign to have responsible person initial approval of invoices, and then final approver signs the voucher for the overall spend.  My approval flow is set as follows:Signer 1:  Vendor invoices sent to signer 1 for initialsSigner 2:  Voucher sent to signer 2 for final approval of overall spend  Signer 2 wants to see the approved documents that Signer 1 initialed at the same time as the voucher document they are signing.  How do I make this happen?  Currently, signer 2 is only receiving the voucher that they are set to sign.

Hi, there. DocuSign has been really slow lately, and today it took minutes just for the page the open after I logged in.It’s been slow for days, but when I went to support a few days ago, there was a notice that things were slow and we could subscribe to get updated. That didn’t work and now it’s even slower and there’s no notice.Can someone tell me what’s going on? Can I subscribe to get updates?  My staff is not happy.

I am reaching out in frustration due to an unauthorized charge of $115.13 on my account after I properly canceled my subscription within the first month of use. I initially signed up for a 30-day free trial but realized I needed the Standard monthly plan to access full features. However, after using the service for less than a month, I canceled my subscription, expecting no further charges. Despite this, I was still billed for an account that is now classified as “free”, which has completely restricted my ability to create a support ticket or get assistance. Your lack of accessible support channels for billing disputes is unacceptable, and it feels like DocuSign is deliberately making it difficult for customers to resolve issues. I kindly request an immediate refund of the unauthorized charge and confirmation that my account is fully canceled to prevent any further unexpected billing.

Using methods of DocuSign.eSign.dll in a Window Service , developed with C# and targeted to .NET framework 4.7.2 you got a seemingly endless number  of runtime exceptions like ‘Could not load file or assembly 'System.Memory, Version=4.0.1.1, Culture=neutral, PublicKeyToken=cc7b13ffcd2ddd51' or one of its dependencies.’When you fix the the dependency exception e.g. for Microsoft.IdentityModel.Tokens.dll a new problem with Microsoft.IdentityModel.Logging.dll shows up and then with Microsoft.IdentityModel.JsonWebTokens.dll an so on.Even the latest version of DocuSign.eSign.dll (8.1.0.0) seems to depend on older or deprecated versions of system dlls.Has anyone already had to deal with this problem ? 

There looks to be an omission in sandbox for IAM, which we have purchased as part of Enterprise IAM edition, for development of our own workflows to showcase IAM to our customers, partners and prospects.Standard Operating Procedure for us, as with generally accepted software practice, is to develop in a sandbox and then, once proven, migrate to production. This we have done historically with template development for esignature for example.It seems that the functionality to transfer is not available, forcing replication of a sandbox to production by manually keying configuration into a production environment.This is by no means straightforward when a multi step Maestro workflow has been developed...laborious and error prone.This will inevitably consume customers purchased production capacity as manual errors are corrected as testing continues in the production environment prior to signing off go live…Are we missing something?Can a Maestro wor

Hello,When I receive a signed document that has a signature date of 02/04/2025, how can I find out which date format the signer has used, i.e., whether they signed on 02 Apr or on 04 Feb 2025?  And especially, how can I check this if I was not included in the envelope, but received the document from someone else?Thanks, Anke

Hello, I am trying to get the response of each of my recipients whenever they are signed. At the moment using the Power automate connector we could only receive the response once the envelope is completed. I tried using recipient-signed as custom value but no luck.  Is there a way to get the recipient response using the PA connector ? If yes how is it possible to do it ? Thanks

Hi,We have non-registered dosusign users that wants to change their signature from the default system generated signature. Kindly confirm if this is possible, and if so, the detailed steps on how to change it. Thank you.

I received multiple documents in a single envolope for signature, but I do not agree with some of the documents. The sender did not activate the print and sign option. Can I download the PDFs, print and sign the documents individually? Are they legally valid? What happens if the workflow is not completed?

Dear DocuSign Community,We have a client with the following setup:Original Subscription: DocuSign eSignature Business Pro with Google SSO. New Subscription (June 2024): DocuSign eSignature Standard (separate console).The client's goal is to manage user access to both consoles via their Google SSO. Specifically, they want to designate which users, through their Google accounts, should have access to either the Business Pro console or the Standard console.Currently, new users for the eSignature Standard console must be created manually, which is inefficient.We have two primary questions:Is it possible to connect both DocuSign consoles to the same Google group for SSO management, allowing us to differentiate which users access which console? If connecting to a single Google group is not feasible, is it possible to utilize separate Google groups (one for

I have not heard from anyone since my request for help.  I emailed customer service.I would like to have a phone number to call DocuSign for customer service.I got charged for the current year and closed my account the same day of chargeInformed I cannot get a refund.  $300  On day 1, why?I have never used my subscription from last year, as I did not need to so I do not need to sign up for another year.Pls help help help 

I just sent out four test envelopes to four different names and email addresses. When it came to signing it gave everyone the opportunity to see and select MY saved signature on their document. How can I prevent them from having access to my signature? I have searched the Docusign site and Googled the question and can’t find an answer. Any help would be much appreciated! :)