Docusign is not authenticating

I tried following the link in the help and it didn't work.

Hi Kristen,

Thanks for reaching out to Jotform. I the page to sign in to your Docusign not showing? If you can take a screenshot of what’s happening, that'll help us to understand better what’s going on. Let me show you how to post a screenshot to our Support Forum:

1. On the Support Forum page, scroll down to the Your Answer section and click on the Image icon.

2. Drag and drop your image into the Upload box, or click on it and select your file.

3. Then, click on the Add button in the bottom-right corner of the window.

4. To resize it, click on your screenshot and then click on one of the boxes in the corners, and drag it inward.

5. Once you're finished, click on the Post Answer button at the bottom right of the Your Answer section.

That's it. Once we hear back from you, we'll be able to help you with this.

I logged into my DocuSign account but it still gives me an error?

Hi Kristen,

I understand the issue, but I’ll need a bit of time to work out a solution. I’ll get back to you shortly.

Thanks for your patience, we appreciate it.

Hi Kristen,

I tried it from my end and I can get my DocuSign account logged in and verified as shown below:


Can you provide us with a screenshot of the Console Log while the error shows? We have this guide on how to get the Console Log.

Once we hear back from you, we'll be able to help you with this.

Hi Kristen,

I have checked your forms, however, I was unable to locate the one with the docu sign. If you have removed it, could you please add it again, and try to integrate your account with it, so we could troubleshoot the issue further?

Also, please ensure that your Docu sign account is properly configured and that you have enough limits on it.

As soon as we hear back from you, we can move forward with a solution.

I have added the Docusign widget back to my form but it is still not validating?

Hi Kristen,

Can you confirm if your DocuSign account has sufficient limits and ensure it’s correctly configured? This information will help us accelerate the troubleshooting process. I found a helpful guide from DocuSign that walks through steps to ensure your account and settings are correctly configured: Guide. You can follow the steps in the guide to check your permissions and account setup. I’ve also cleared your form cache as an aid.

Once we hear back from you, we'll be able to move forward with a solution.

Please advise how to connect Jotform?

I do have at least 5 signatures allowed through Docusign each month.

Hi Kristen,

You need to click on Authenticate button from the Docusign widget on your form. ​​Let me help you do it:

1. In the Form Builder, click on Wand icon for Docusign Widget.
2. Click on Authenticate and enter your credentials.
3. After completing Authentication, click on Update Widget.

Give it a try and let us know if you need any help.

Is there someone who can just call me? If you look through this message thread you will see that the problem is that my docusign is NOT authenticating. I know how to get to that point, but every time I try I get an error message. I was then asked to send a screenshot of the console log, so I did that as well.

My phone number is 985-373-0645. Please have someone call me to get this figured out ASAP. This has been going on for 3 days now.

Hi Kristen,

We do not offer phone support. Although we offer Live Chat Support, there are a limited number of agents available in each time zone. So, sometimes it gets disabled, and you won't see it on our pages. When it is available, you'll see a pop-up if you're logged into your account on most pages, like Form Builder, Jotform Tables, Jotform Inbox, etc. as shown in the lower-right corner of the image below:

If you don't see that option on the page, and you have a question, just reply to this thread, or you can create a Forum Thread from the Contact Us page. I’ll need a bit of time to look into this. I’ll get back to you as soon as I can.

Thanks for your patience, we appreciate it.

Hi Kristen,

Before I forward it to our team of developers. Can you try to authenticate your DocuSign from an Incognito tab or another browser?

After we hear back from you, we’ll be able to move forward with this. 

Just tried in incognito and still getting the Error! Try again message.

Hello Kristen,

Since you still have the issue despite all the steps provided, I created a ticket and escalated this to our Developers.

Is it possible for you to give me more signatures complimentary since I can't connect my Docusign to get them?

Hi Kristen,

We have added +10 in your Signed Document limit. Can you please check? You may also check our guide: Understanding account usage and limits.

Give it a try and let us know if you need any help.

Thank you! I look forward to hearing back from your developer to see why my Docusign widget won't authenticate.

Hi Kristen,

We’re working on a solution as fast as we can. Rest assured that we’ll get back to you with an update as soon as we have one.

Thanks for your patience and understanding, we appreciate it.

Just following up on this since it's been over a week.

Thank you!

Hello Kristen,

There haven’t been any updates yet. I know that it’s taking some time to resolve. I’ve marked this as a Priority and reached out to our Developers again. We’ll let you know as soon as there’s an update.

Hello!

It has now been a month and I still can't get the Docusign to authenticate. Can you please tell me what's going on? Do I just need to recreate the form?

Hi Kristen,

I understand that this is taking longer to solve than expected. Although we don’t have a solution yet, rest assured, we’ll keep working on this until it's resolved. We’ll get back to you as soon as we have an update.

We really appreciate your patience and understanding while we’re looking into this.

Hi Kristen,

I cloned your form and tested it to see if I could replicate the issue, but everything was working properly. Then I blocked third-party cookies on my browser and tried again, and this time DocuSign wasn't able to authenticate. Can you try allowing third-party cookies on your Chrome Settings like below and trying again?

Give it a try and let us know how it goes.