Docusign Support is fully digitizing our support process. Moving forward, paid account users can request a callback on the Docusign Support Center, and all users can access our self-service resources. Review this Docusign Support article for details.
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If you set a security question, Docusign can use it to confirm your identity and help you reset your password. To reset your password:
- Navigate to your Account
- Type your email address, and select Next
- Select Forgot Password
- 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?To change your current password:
- Navigate to your Account and log in with your current password.
- Select Privacy & Security. You'll be asked to confirm your current password again.
- If asked to verify, follow the instructions from the verification prompt.
- 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 passwordIf 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:
- Log into your Docusign account.
- Select your user profile icon > Manage Profile > Privacy & Security.
- 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 codeYour 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.
Watch this video to learn how to renew your Docusign account as the administrator.
Watch this short video to learn how to make changes to your account plan.
How do I make changes to my account plan?Watch this short video to learn how to correct an in-process Docusign envelope.
To use conditional routing:
- From your draft envelope or template with a conditional recipient, continue to the Add Fields view.
- Add fields for your regular recipient, including the fields you will use to define your conditional routing (text, radio, checkbox, dropdown, or formula).
- Select the conditional routing group name from the recipients list and add fields as needed.
- Select the recipient field to use for conditional routing and in the properties panel, expand the Rules section property and click Open Rules.
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:
Manage Seats in Your SubscriptionThe 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.
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.
Identify an imitation email or websiteReview 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
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