Help Desk - Docusign Admin
Accessing Admin Account and Finding a User
- Go to https://admin.docusign.com/
- Sign in to admin account:
Email: help@doit.wisc.edu
Password: Supp0rt!
- Go to the Users tab
- Search for a user by Name, not email.
Tip: If you are unable to find a user, try searching by only first name or only last name.
Confirm Account Status
 |
Account created and activated. User should be able to sign in using the email address listed in Docusign. |
 |
Account created but never set password/activated. User needs to check their email for the activation link. If user did not receive link, have them request a password reset. |
Verify Account Email (Sign In Errors)
Users can sign in to Docusign using either an email and password, or SSO (NetID Login). SSO can only be used if a user's Campus Business Email matches the email on their Docusign account.
A user can see their Campus Business Email by going to MyUW > Personal Information. HDQAs can also see a user's Campus Business Email by using the Email Source Lookup Tool and checking the user's UW-Madison HR Email System address.
If the email addresses do match, the user can use the Use company login button after entering their email on the Docusign login page.
If the email addresses do not match or the user is unable to use SSO, the user will need to use the Use Other Login Options button after entering their email on the Docusign login page: Docusign Single Sign On Error The user will need to use the password that they set when they activated their Docusign account, or request a password reset using the email address registered in Docusign.
If a user does not appear in the users list, they do not have an account. Refer them to request an account: How to Get Access to Docusign.
Reset Docusign Password
If users forget their Docusign password, they should be able to reset by going to https://account.docusign.com/forgotpassword and entering their Docusign email address.
Agents can also send the password reset email by selecting Actions > Reset Password.
Permission Profile (Sender vs Template Builder)
When a user registers for a Docusign account, they are asked what features they will need on their account.
|
Permission Profile |
Send Envelopes |
Use Templates |
Create/Edit Templates |
Bulk Send |
|
DS Sender |
X |
X |
||
|
DS Sender with Bulk Send |
X |
X |
X |
|
|
Template Builder |
X |
X |
X |
X |
If a user is unable to use one of the above features, verify what the user's permissions are, and then change the user's permission profile:
- Go to Settings > Users
- Search for the user by name and select the user
- Change their Permission Profile to DS Sender, DS Sender with Bulk Send, or Template Builder depending on their desired features.
Update Account Information
If a user updates their name, address, job title, or phone number after their account is created, the information must be manually updated in Docusign. Users should be able to update their own data by going to https://account.docusign.com/me/
Email addresses cannot be changed or updated after an account is created.
Failed Delivery Report (Sending Errors)
If a user reports that they are unable to send an envelope, the Help Desk can view the Failed Delivery Report to see why the envelope failed to deliver.
- Go to Reports > Report Type > Envelope > Failed Delivery Report
- Set as small of a time range as possible to limit query time
- Select Edit columns and enable the Recipient Email option
- Press Run report
- View the Failed Reason column for the row that the customer is inquiring about
- Many SMTP errors can be found in Microsoft 365 / WiscMail / WiscMail Plus - Understanding SMTP errors
- The most common error the Help Desk is contacted about is 550 5.1.1 unknown or illegal alias, which means that the recipient's email address does not exist. Confirm that the email address in the Recipient Email column exactly matches the recipient's email address in WiscAccount Administration tool.