This article helps you to understand and resolve some common issues you might experience while using our DocuSign integration.
If the problem you're experiencing isn't on the list, reach out to our support team (support@legatics.com).
Envelopes can't be created
Reason | Resolution |
You aren't logged into DocuSign | We will redirect you to DocuSign's log in screen when you send an envelope.
If this doesn't happen, you should log into DocuSign directly at https://account.docusign.com/. Once you are logged in, try and send the envelope again. |
You're logging into a DocuSign account that isn't connected with Legatics
| 
1 - Check internally to confirm if the DocuSign account you are trying to log into is connected to Legatics.
2 - Log out of the DocuSign account, send the envelope again and log into the account integrated with Legatics. |
The file you tried to send isn't supported by DocuSign
|  Upload the file in a supported file type and try again. See this DocuSign guide for supported file formats. |
The file you tried to send is over 25mb
|  DocuSign limits files to 25mb. You will need to compress the file and try again |
Statuses aren't updating
Legatics receives regular updates from DocuSign on envelope and signatory statuses. For example, when an envelope changes from "Sent" to "Completed".
In the unlikely event that these updates will not be pushed to Legatics, please try refreshing the page and waiting a few minutes (it generally takes up to 1 minute before status changes in DocuSign are reflected in Legatics).
If the problem persists, please contact us at support@legatics.com.
Signatory status is stuck in "Envelope created"
This will happen if you:
Send an envelope with parties/signatories to a document
Change the signatories in DocuSign (eg delete the signatory, or change their email)
Send the envelope with the changes applied.
Our integration does not synchronise changes made to signatories (ie recipients) in DocuSign. As a result, the signatory status will remain "stuck" in the "Envelope created" status.
To avoid this happening:
Send documents to DocuSign when you are certain of the parties and signatories. This will mean that you won't have to change the parties or signatories in DocuSign.
Don't add parties and signatories to your documents. This will result in just the envelope status being tracked.
All signatories have signed the document, but the envelope status is not "Completed"
Reason | Resolution |
Non-signing "recipients" need to complete an action on the envelope | DocuSign uses the term "Recipient" to describe anyone who receives the document (not just the signatories to the document).
For example, you can require that someone needs to view the envelope before it is completed.
However, Legatics only tracks the status of people signing the envelope. If other recipients still need to complete actions, this will not be shown in Legatics.
To see the status of any other recipients (eg a witness), you will need to log into DocuSign (see this article explaining how to do this) |
Another document in the envelope has not been signed by all recipients
| For example:
As a result the envelope status will be "Sent", as Director 1 has not signed Document 1
So you'll need to wait for the other signing recipients to sign the documents in the envelope.
To minimise the risk of this happening, you can send documents in separate envelopes. See this article to understand how to do this in Legatics. |
Unable to access the envelope from Legatics
Legatics allows you to directly access the envelopes you have created in DocuSign
If you can't access the envelope, it may be because:
Reason | Resolution |
The envelope is being edited in DocuSign | Check that you don't have the envelope already open in DocuSign.
If you do:
|
You didn't create the envelope | DocuSign only allows the person who created the envelope to access it.
If you need access to the envelope, you will need to contact your internal DocuSign Administrator and have them share the envelope with you.
You will then be able to view the envelope from DocuSign by following this guide. |
The envelope is contained in a different account | DocuSign allows you to be logged into multiple DocuSign accounts.
If you are logged into an account that wasn't used to send the envelope, then you won't be able to access the envelope from DocuSign.
So check what DocuSign account you are logged into, and if needed switch to the account that you used to create the envelope. |
Signed documents aren't downloading
In the unlikely event that a signed document does not download, please try refreshing the page and trying again.
If the problem persists, please contact us at support@legatics.com.
Account has been deleted or disabled
If your System Admin disables or deletes a DocuSign account, you will see (in the signing view) that the DocuSign account attached to those files has been deleted or disabled.
While those accounts remain unconnected to Legatics, you won't be able to:
Get status updates on envelopes and signatories
Remove the document from DocuSign
Download the document from DocuSign
Open the document in DocuSign
If this happens, and you need to take actions on the document, then:
Press "Actions" on the affected document
Press "Unlink from DocuSign". This will break the connection with DocuSign and allow you to send the documents to another DocuSign account.
