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REPORT 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. This page outlines the difference
between the improper use of Docusign customer accounts to commit fraud
and imitating DocuSign via spoofing or impersonation used in phishing
campaigns—as well as the correct reporting channel for each.

Concerns related to an actual DocuSign customer account are considered fraud and
improper use of our platform. Conversely, attempts to trick people into
believing emails are related to or from an actual DocuSign customer account are
imitation attempts.


REPORTING IMPROPER USE OF DOCUSIGN


OVERVIEW

Reports of customers violating DocuSign’s Terms & Conditions are investigated as
needed. This section outlines how to identify suspected improper use of
DocuSign, how to report it, what information we collect, common fraud themes,
alerts, resources and additional information.

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 always so important to exercise due diligence before providing sensitive
information or sending money to anyone.

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 SUSPECTED 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.

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 any malicious link sent through an actual DocuSign
envelope be reported to us immediately for investigation
at security@docusign.com.

How to identify an email coming from an actual DocuSign customer account

DocuSign customer envelope 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 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’ or ‘eu’ (e.g. https://na2.docusign.net).



IMPORTANT: Use caution when hovering over the link to avoid clicking on it. 


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.

Unwanted emails or excessive reminders

If you are receiving unwanted DocuSign emails,report them using the appropriate
reason selection in the Report Abuse form shown below in Figure 2.


HOW TO REPORT

If you receive an envelope email notification from DocuSign, you can report the
activity using the Report this email link found under the Stop receiving this
email section at the bottom of the email (Figure 1).

Figure 1



Clicking on the link takes you to our Report Abuse form where you can report
various types of abuse, including fraud and illegal activity.

Figure 2



Selecting the reason "I believe this is fraudulent or contains illegal content."
from the Report Abuse (Figure 2) form will take you to the DocuSign portal
(Figure 3) to file a report online. The portal allows complainants to provide
critical details needed for DocuSign to investigate and take appropriate
actions. The portal can also be accessed directly
at https://docusign.i-sight.com/portal (Figure 4).

Figure 3



Figure 4



Please note that DocuSign doesn't access envelope contents, even if authorized
by the customer or recipient/complainant. Supporting evidence is often necessary
to assess the severity of the violation and further substantiates the allegation
details provided.


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.)


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) 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.


REPORTING IMITATION OF DOCUSIGN

Our customers are the first line of defense against cybersecurity 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 included in all
DocuSign envelopes at the bottom of the notification email. If you don’t see
this code, don’t click on any links or open any attachments. Review
our Combating Phishing white paper to learn more.



Image caption: Example of an imitation of DocuSign brand used in phishing
attempts

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 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 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 its 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're 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 heed 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 mispellings. 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.


FRAUD SPECIFIC ALERTS

Phishing campaign


ADDITIONAL RESOURCES


DOCUSIGN

 * Security Incidents

 * How to Avoid Phishing Scams

 * Law Enforcement Guidelines

 * Privacy Notice


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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