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Over the next few weeks, we’re updating the domain of our support email aliases
from @docusign.com to @help.docusign.com. Read this article for more
information.




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Password Issues and Trending Topics

Options to reset or change your Docusign password and troubleshoot common issues







Tip: Clear your browser cache and cookies and open a new window to ensure you
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




ACCOUNT & BILLING ISSUES


HOW DO I CHANGE MY DOCUSIGN PLAN (REFUND OR UPGRADE)?

To change your plan you must be the account Administrator:

 1. Log in to your Docusign account
 2. Select Settings in the top menu
 3. Select Plan and Billing (beneath Account)
 4. Select Change Plan
 5. Make your selection and select Select Plan




Video: How to upgrade your Docusign account

How do I change my Docusign plan (refund or upgrade)?




WHAT IS THIS ADDITIONAL CHARGE ON MY INVOICE?

Starting in July 2024, Docusign will begin charging our standard per-envelope
fee for each envelope sent beyond your allotted amount. This is the same as your
plan’s current rate.




What is this additional charge on my invoice?


HOW DO I MANAGE MY DOCUSIGN EMAIL NOTIFICATIONS?

To manage notifications:

 1. Log into your Docusign Account.
 2. Select your user icon in the top-right corner and select My Preferences.
 3. Beneath SIGNING AND SENDING select Notifications.
 4. When the list of notifications appears, you'll notice all are turned on by
    default. Check the box for any notification that you do not want to receive
    and select SAVE.

Your notification preferences are updated and changes will be applied to all
future envelopes.




Visit Docusign University for helpful videos about managing email notifications
and configuring your eSignature profile.




For more detailed instructions, read

How do I manage my Docusign email notifications?




SENDING ISSUES


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 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.




Watch this short video to learn how:

How do I send using conditional routing?




HOW DO I SEND USING BULK SEND?

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

Send an envelope using bulk send






SECURITY ISSUES


REPORT A SECURITY ISSUE

Review the Quick Reporting Guide if you've experienced any of these scenarios:

 * Received a fake/spoof Docusign notification email
 * You want to report a suspicious Docusign envelope or a Docusign customer for
   fraud/illegal activity
 * Have a Docusign security concern not listed above
 * Have a request or concern regarding your personal data


RECOGNIZE A PHISHING/SPOOFING ATTEMPT

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 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.

More Support Options
Help with login issues and special cases


I CAN'T RESET MY PASSWORD OR DON'T HAVE AN ACCOUNT

Product
Select your product to continue





DOCUSIGN API INTEGRATION SUPPORT

Use this form if you need help with Docusign APIs in the Developer Environment.







Troubleshoot common API issues:

 * Docusign Developer FAQ
 * Create a developer account
 * API Go Live
 * API authentication
 * Docusign Connect
 * Docusign Sales
 * Integration Keys


*First Name

*Last Name

*Email Address

Phone Number

Docusign Developer Account Number

*Integration Key

Country/Timezone
-----


*Summary

Additional Details

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