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Effective URL: https://www.docusign.com/trust/security/incident-reporting
Submission: On December 20 via api from AE — Scanned from US
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Announcing Release 3 2024: Capture the hidden value in your agreements.
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As of April 11, 2024, Docusign has a new look and feel, including a new logo.
Please reference our Next Brand Chapter blog here for additional details.
INCIDENT REPORTING - SECURITY CONCERNS
Docusign’s trust is top priority and reports of suspicious activity are taken
seriously. It’s imperative that security concerns are shared with us to ensure
issues are addressed timely and appropriately.
QUICK REPORTING GUIDE
What happened?
What should I do?
More Details
Resources
I received a fake (spoofed) Docusign themed email notification.
I want to report a domain or URL impersonating Docusign.
Send an email to Spam@docusign.com.
Reporting imitation of Docusign
Tools to Protect Your Data From Phishing
Protecting your organization against Docusign brand impersonation
I want to report a suspicious Docusign envelope I received.
I want to report a Docusign customer for fraud/illegal activity.
Report the activity using Docusigns Report Abuse feature.
Reporting improper use of Docusign
How DS users can spot, avoid and report fraud
I’m unsure if the activity I want to report is coming from Docusign
Send an email describing the activity or concern to
Other security concerns
I have a Docusign security concern not listed above.
security@docusign.com.
I have a request or concern regarding my personal data.
Submit a request through the Privacy Request Portal
Data management and privacy
Privacy Notice
Docusign’s Binding Corporate Rules
TYPES OF SECURITY CONCERNS
This page outlines the difference between imitation of Docusign via spoofing or
impersonation used in phishing campaigns off platform and the improper use of
Docusign customer accounts to commit fraud on platform — as well as the correct
reporting channel for each.
Attempts to trick people into believing that emails are related to or from an
actual Docusign customer account are imitation attempts. Conversely, concerns
related to an actual Docusign customer account are considered fraud and improper
use of our platform.
IMITATION OF DOCUSIGN
Our customers are the first line of defense against imitation of Docusign
threats. Detecting cyber security issues quickly reduces the possibility of
negative consequences. The information below explains how to detect cyber
security threats via imitation (also called spoofing) and report them to
Docusign’s information security team for investigation.
DEDICATED THREAT REPORTING CHANNELS
Docusign has dedicated reporting channels based on the type of threat:
* Docusign-themed imitation emails and websites: If you think that you’ve
received a fraudulent email purporting to come from Docusign, forward the
entire email as an attachment to spam@docusign.com and delete it immediately.
If you identify a website imitation of Docusign, please copy and paste the
URL into an email to spam@docusign.com for investigation.
* Other security incidents and Docusign-themed threats for investigation: new
cybersecurity threats occur regularly. To support Docusign information
security and threat intelligence, report security incidents and Docusign
platform threats to security@docusign.com.
GUIDELINES FOR IDENTIFYING IMITATION EMAILS AND WEBSITES
If you don’t recognize the sender of a Docusign envelope and are uncertain of
the email’s authenticity, look for the unique security code in the the bottom
portion of the Docusign envelope notification email. If you don’t see the
security code, don’t click on any links or open any attachments. Review our
Combating Phishing white paper to learn more.
Image caption: Example of fake email address, old logo and imitation URL and old
logo
SIGNS OF IMITATION EMAILS AND WEBSITES
1. Imitation links
Avoid imitation links by accessing your documents directly from
https://www.docusign.com using the unique security code found at the bottom
of the Docusign notification email.
Always check where a link goes before clicking by hovering your mouse over
the link to review the URL (it should be hosted on docusign.com or
docusign.net). An imitation link is dangerous and can:
* Direct you to an imitation website that tries to collect your personal
data
* Install spyware (which can enable a hacker to monitor your actions and
steal login credentials) on your system
* Cause you to download a virus that could disable your computer
2. Imitation sender email address
Imitation emails may include a forged email address in the "From" field,
which is easily altered. If you don’t recognize the sender of or weren't
expecting a Docusign envelope, contact the sender through communication
channels outside of email to verify its authenticity.
3. Attachments
Docusign emails that request you to sign a document never contain
attachments. Don’t open or click them within an email requesting your
signature. Docusign emails only contain PDF attachments of completed
documents after all parties have signed the document. Even then, pay close
attention to the attachment to ensure it’s a valid PDF file. Docusign never
attaches zip files, HTML files, or executables.
4. Generic greetings
Many imitation emails begin with a generic greeting like “Dear Docusign
Customer.” If you don’t see your name in the salutation, be suspicious and
don’t click on any links or attachments. Conversely, also be aware of
highly personalized emails, especially if you do not know the sender or
were not expecting the communication.
5. False sense of urgency
Many imitation emails try to deceive you with the threat that your account
is in jeopardy if you don’t provide immediate updates. As it relates to
Docusign, they might claim that unauthorized transactions have occurred on
your account and it's imperative that you update your account information
immediately.
6. Emails that appear to be websites
Some imitation emails are made to look like Docusign or other websites to
get you to enter personal information. Docusign never asks you for personal
information, such as login credentials, via email.
7. Deceptive URLs
Just because the address looks OK, don't assume you are on a legitimate
site. Look in your browser's URL bar for signs that you may be on a
phishing site:
* Often the address of a phishing site deviates slightly from its
legitimate counterpart: for instance, it might say docusing.com instead
of docusign.com
* Your browser can detect certain types of malicious sites—always pay heed
to its warnings, especially when it notifies you that a site or
certificate can’t be trusted.
8. Misspellings and bad grammar
While no one is perfect, imitation emails are often rife with bad grammar
and misspellings. The errors could be intentional; such mistakes help
fraudsters avoid spam filters.
9. Unsafe sites
The term "https" should always precede any website that requests personal
information (the "s" stands for secure.) If you don't see "https," you're
not in a secure Web session, and shouldn’t enter any personal data. A
legitimate Docusign sign-in page address always starts with “https://.”
10. Pop-up boxes
Docusign never uses a pop-up box in an email, because they aren’t secure.
IMPROPER USE OF DOCUSIGN
OVERVIEW
Reports of customers violating Docusign’s Terms & Conditions are investigated as
needed. This section outlines how to identify improper use of Docusign, how to
report it, other pertinent information and additional resources.
As technology continues to advance and more companies shift to a digital
environment, so do fraudsters. The rising trend means they may leverage
Docusign’s reputation and trust to target unsuspecting victims. They are
creative at finding ways to appear legitimate on the surface, which means
fraudulent activity can even occur through a valid Docusign account. That’s why
it’s important to exercise due diligence before providing sensitive information
or sending money to anyone by any means.
If you believe you are a victim of fraud or suspect fraud on our platform,
please read the following information and report it to Docusign.
WHAT TO REPORT AS IMPROPER USE OF DOCUSIGN
A customer suspected of fraud or illegal activity can be reported to Docusign if
they are in violation of Docusign sites and services terms and conditions.
How to identify an email coming from a valid Docusign customer account
Docusign customer envelope notification emails will always come from
@docusign.net email address and most will contain a 32-character security code
in the bottom portion of the email under the “Alternate Signing Method” section
as shown in the image below.
If you are suspicious of a Docusign envelope's authenticity, we recommend you
access the envelope directly from docusign.com. For more information, visit our
Alternative Signing Method Security Code Access page.
All Docusign envelope email notifications contain a link that takes you to the
Docusign site to review the document. To review and verify that the link is
directing you to a Docusign site, hover over it without clicking on it (see
below). A Docusign site link will begin with “https://www.docusign.net”. The
link may also include a prefix of one of our other server designations "na2",
"na3", "na4", "au", "ca", "eu" or demo (e.g. https://na2.docusign.net).
IMPORTANT: Use caution when hovering over the link to avoid clicking on it.
WHAT TO DO IF YOU RECEIVED A SUSPICIOUS ENVELOPE
Remain vigilant if a request is received from a sender you do not recognize or
if you were not expecting documents sent via Docusign. Fraudsters use various
scam tactics to lure people into providing sensitive information or money. See
the section below on Trends, tactics, activity and themes for more information.
Always use caution when clicking on links, even from within a Docusign document.
Bad actors may leverage our product to phish recipients or send embedded
malware. We ask that malicious links sent through a valid Docusign envelope be
reported to us immediately for investigation at security@docusign.com.
HOW TO REPORT
Report suspicious activity directly to Docusign through one of the following
preferred methods:
1. In the singing experience choose Other Actions to access the Report Abuse
feature.
2. From Report this email link found in the envelope email notification footer.
If you don’t have access to the envelope or envelope email notification you can
submit a report directly through our online web portal i-Sight
(https://docusign.i-sight.com/portal).
WHAT INFORMATION IS COLLECTED AND WHY
Docusign collects critical details about the activity to effectively investigate
and mitigate fraud on our platform. The information helps identify the account
holder, related envelope activity and serves as evidence supporting any
necessary actions, such as closing an offending account.
What we ask for:
* Your full name and contact information
* Envelope ID or security code
* Supporting documents (attachments, screenshots, forms, etc.)
* Customer/sender name (business/individual) and email address
* Any other known customer/sender identifiers (e.g. physical address, phone
number, etc.)
* Thorough description of what happened
* Other pertinent information
TRENDS, TACTICS, ACTIVITY AND THEMES
Trends and tactics to watch out for:
* Too good to be true prices or offers
* Site unseen rentals or sales
* Tech support (pop-ups) or subscription renewal claiming affiliation to a
well-known company
* Loan offer or debt relief requiring upfront fees
* Sense of urgency, harassment or threatening tactics
* Job offers from businesses with little to no public information
* Economic or hardship leveraging opportunities (e.g. pandemic, investment)
Be cautious of the following types of activity and themes:
* Impersonation of an individual, business, financial institution, government
or other organization
* Elder exploitation
* False affiliation claims
* Improper solicitation of personally identifiable information (PII). Examples
of PII include:
* SSN or other national identification number
* Date of Birth
* Bank account number
* Credit card number
* Telephone number
* Medical record number
* Phishing/malware
* Pyramid schemes
* Prolific scams (employment, investment, lending, real estate, sales, tech
support, travel, debt relief, etc.)
Please note that Docusign doesn't access envelope contents, even if authorized
by the customer or recipient/complainant. Supporting evidence is often necessary
to identify an offending account, substantiate the report and assess the
severity of the violation. Evidence can be provided as a file attachment during
the reporting process.
FOLLOW-UP REPORT
How to provide more information
To provide additional information for a previously filed complaint, please
return to the portal
(https://docusign.i-sight.com/portal/reportonline?lang=en_US&theme=Docusign) to
complete a follow-up report. To ensure the new information is linked to the
original report, please have the reference number that was originally provided
to you.
Investigation status and updates
Our Terms & Conditions restrict us from disclosing user data. This means we do
not respond to complainants with investigation status or outcomes.
FRAUD SPECIFIC ALERTS
* Ongoing monitoring of persistent Docusign-themed phishing campaigns
* New Phishing Campaign Observed, Mar 2, 2023
* New Phishing Campaign Identified, November 3, 2023
WHAT NOT TO REPORT AS IMPROPER USE OF DOCUSIGN
Misaddressed email notifications
A misaddressed email is not a clear indication of fraudulent activity. If you
receive an envelope email notification in error, follow the Decline to sign
instructions. Gmail users, visit the Gmail Help Center for more information on
why you may be receiving wayward envelopes.
Imitation Docusign email notification (non-customer activity)
Do not report imitation Docusign emails including spoof or look-alike, as
improper use of Docusign. Scammers may create look-alike email addresses/domains
(e.g., docu-sign.com, docus1gn.com, docusigh.com, etc.) in an attempt to
impersonate Docusign emails. Avoid imitation links by accessing your documents
directly from https://www.Docusign.com using the unique security code found at
the bottom of the Docusign notification email. To report imitation of Docusign,
forward the email as an attachment to spam@Docusign.com.
ADDITIONAL RESOURCES
DOCUSIGN
* How Docusign Users Can Spot, Avoid and Report Fraud
* Tools to Protect Your Data From Phishing
* Data management and privacy
* Protecting your organization against Docusign brand impersonation
* Privacy Notice
* Docusign’s Binding Corporate Rules
* Law Enforcement Guidelines
REPORT CRIMES
Docusign will not contact law enforcement on behalf of a potential victim. If
you believe a crime was committed, report it to the appropriate authorities.
Review the links below for some larger government agencies you should report to
in addition to local law enforcement (city/state/province). If you are unsure,
contact your local authorities for additional guidance.
United States (US)
Internet fraud or cyber crime (including spoofing and phishing)
Internet Crime Complaint Center (IC3)
Scams, fraudulent businesses or unwanted calls
Federal Trade Commission (FTC)
Identity theft (visit the Identity Theft webpage for more information)
FTC ID Theft
Non-US
International scams
eConsumer.gov
Fraud and cyber crimes
ActionFraud
Financial fraud scams (unauthorized firm or individual)
Financial Conduct Authority (FCA)
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© Docusign, Inc. 2024
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