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use the correct password


PASSWORD ISSUES


I FORGOT MY PASSWORD

If you set a security question, Docusign can use it to confirm your identity and
help you reset your password. To reset your password:

 1. Navigate to your Account
 2. Type your email address, and select Next
 3. Select Forgot Password
 4. Check your email for the verification code, type it in
    the Verification Code field, and select Verify




If these steps did not work for you (you did not get the verification code, or
it isn't working), watch this troubleshooting video for more helpful steps to
follow

How do I reset my password?




I WANT TO CHANGE MY PASSWORD

To change your current password:

 1. Navigate to your Account and log in with your current password.
 2. Select Privacy & Security. You'll be asked to confirm your current password
    again.
 3. If asked to verify, follow the instructions from the verification prompt.
 4. Select Password, type your new password twice, set your Password question
    and answer, and select Save.

For more detailed steps read

I want to change my password




I WANT TO USE A RECOVERY CODE

If you added a secondary email or a phone number and lost access to them, you
can now use a recovery code during the password reset process to reset your
password. 




To generate a code:

 1. Log into your Docusign account.
 2. Select your user profile icon > Manage Profile > Privacy & Security.
 3. Under Recovery Codes > select Show Codes.




Five unique recovery codes will be generated. When you are prompted to use your
email or phone number to verify, select Use Recovery Code.

I want to use a recovery code




MANAGE SUBSCRIPTION


WHAT IS THIS ADDITIONAL CHARGE ON MY INVOICE?

Your Docusign eSignature subscription entitles you to a base number of envelopes
as part of your plan allowance. If your envelope usage exceeds this allowance,
each envelope used in excess is considered an “additional” envelope that will be
billed to you in a “Pay-As-You-Go” manner, where Docusign will charge a set,
per-envelope fee. This ensures you can continue using your Docusign eSignature
service without interruption to your business.  




View more details here.




What is this additional charge on my invoice?


HOW DO I CHANGE MY DOCUSIGN PLAN?

To change your plan you must be the account Administrator:

 1. Log in to your Docusign account
 2. Select Admin in the top menu
 3. Select Plan and Billing (beneath Account)
 4. Select whether you want to Edit Subscription, Upgrade, Plan, Switch Plan, or
    Cancel Plan.
 5. Follow the on-screen directions to finish your transaction.

How do I change my Docusign plan (upgrade, switch, cancel, request a refund)?




MANAGE ENVELOPES


HOW DO I CORRECT AN ENVELOPE?

Watch this short video to learn how to correct an in-process Docusign envelope.




Correct an envelope




HOW DO I SEND USING BULK SEND?

Watch this short video to learn how to send a Docusign envelope using bulk send.




HOW DO I SEND USING CONDITIONAL ROUTING?

To use conditional routing:

 1. From your draft envelope or template with a conditional recipient, continue
    to the Add Fields view.
 2. Add fields for your regular recipient, including the fields you will use to
    define your conditional routing (text, radio, checkbox, dropdown, or
    formula).
 3. Select the conditional routing group name from the recipients list and add
    fields as needed.
 4. Select the recipient field to use for conditional routing and in the
    properties panel, expand the Rules section property and click Open Rules.

How do I send using conditional routing?




MANAGE USERS


I WANT TO ADD OR REMOVE USERS OR SEATS

Administrators for accounts on Real Estate, Realtor, Standard, or Business Pro
eSignature plans can change the number of seats in their subscriptions. Reducing
seats also reduces the total number of envelopes for sending:

 * Reduce the number of seats in your subscription
 * Increase the number of seats in your subscription

Manage Seats in Your Subscription


I WANT TO UPDATE A PERMISSION PROFILE

The Docusign Administrator permission profile is a powerful role that can define
account-wide settings as well as grant sharing rights to any user on the
account. 




Read this article to learn how to manage profiles as an account Administrator.




eSignature: How to manage permission profiles


API AND DEVELOPER ISSUES

As of August 19, 2024, Docusign Support will no longer provide assistance with
APIs, except for customers with paid Support plans, specifically: Plus, Premier
and Enterprise Premier.




Review these self-service resources to solve common Docusign API issues in the
Developer Environment:

 * FAQ for Developers and Docusign API Support
 * Docusign Developer FAQ
 * Create a developer account
 * API Go Live
 * API authentication
 * Docusign Connect




Watch Video: How to troubleshoot API Authentication

More support options


I CAN'T RESET MY PASSWORD

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