Service Desk

Information Technology Services

Known Issues / FAQ

Known Issues

August 2017

We have encountered an issue where additional signer accounts can be created and associated with a account. Affected envelopes are not accessible to the recipients after they have been signed.

Cal Poly and DocuSign are both aware of the issue and working to remedy the situation. If you believe you have been impacted, please contact with your Cal Poly username and the approximate number of envelopes that are missing.

How does this occur and how do I know if I'm impacted?

This happens when someone sends a CP account an envelope using the correct email address, but with an alternate spelling of the recipient's name that does not match their name in DocuSign.

If you were impacted, you would have received an email and been able to sign the envelope via the email link, but you would have been required to adopt a new signature that matched the alternate spelling of your name. The envelope would also not have appeared in your DocuSign account after you signed it.


Why can't I send documents?

Some users don't have sending permissions by design (such as students).

Additionally, DocuSign can not automatically update user permissions when their role changes (as doing so would prevent admins from granting extra permissions!). This means, for example, that a recent student who returns to Cal Poly as staff will not have sending permissions.

To fix this, a DUC can send a request to

Who can use DocuSign?

DocuSign is available to Cal Poly students, faculty, and staff.

How do I get a DocuSign account?

Account are automatically provisioned upon first login to DocuSign. You will be asked for your Cal Poly login credentials. Please refer to the DocuSign Quick Start page on the Service Desk website.

How do I access DocuSign?

As a document Signer, you will be given a link to DocuSign within an email that is sent to you for signing a document. You will login using your Cal Poly credentials

As a Sender of documents, please refer to the DocuSign Quick Start page on the Service Desk website.

How much does it cost to use DocuSign?

DocuSign is provided as a campus enterprise service, which means there is no direct cost to the individual or department.

Where do I go if I have questions about DocuSign?

DocuSign is meant to be a self-supporting product offering to the campus. However, if you need help, your first outreach should be to your campus DocuSign Unit Coordinator. If you don't think you have a DUC, reach out to a DUC in a parent unit or sister unit for assistance. As well, the ITS Service Desk pages provide basic information on where to go for assistance. Lastly, the vendor provides the majority of DocuSign support resources. When logged into DocuSign, click on the Need Help or Quick Tips links to access online support and training materials.

More information and links to help resources can be found on the DocuSign Help and Support page.

Where do I find my DocuSign account number?

First log into your DocuSign account at

Click on your profile graphic in the upper right corner of the DocuSign Console. You'll find Cal Poly's DocuSign account number underneath your email address.

Which web browsers does DocuSign support?

Please visit DocuSign System Requirements for up-to-date supported browser information.

Is there a limit to the number of documents I can send or sign from my DocuSign account?

There is no limit to the number of documents that can be sent or signed.

How do I manage my DocuSign identity? (Change my picture, signature, and personal information)

For information on how to update your Digital ID, please visit Managing My Digital ID. Note that some identity information cannot be changed as it is assigned by the Cal Poly Identity Managment system

Is there a way to transfer documents or envelopes for Cal Poly affiliates who are no longer associated with Cal Poly

Documents can be transferred from one account user to another with department approval.

This must be performed by a DocuSign administrator. Please have the administrator of the unit make an email request to transfer the documents using

Are DocuSign signatures legally binding?

Yes. DocuSign ensures the legality of electronic signatures. Learn more about DocuSign legal protection of eSignatures.

Can I create a custom signature?

Yes. There are several options for adding a signature to your DocuSign account. Learn more about creating your signature.

Can I send highly confidential data using DocuSign?

Cal Poly's Information Security Officer has evaluated DocuSign with the intent on sending highly confidential data. For more information on using DocuSign to send Level 1 data, please see the Standard on Appropriate Use of DocuSign

How secure are documents that are stored in DocuSign?

DocuSign offers bank-grade security and operations. Documents will be removed from DocuSign 90 days after they have been completed. If you need to keep documents for your records, make sure you download and store them in a secure, encrypted location.

Does DocuSign offer accessibility support?

Yes. The accessibility support feature permits screen reader applications to read instructions, envelope documents, and DocuSign tags. This allows blind and visually impaired signers to act on the tags and complete signing. Learn more about using the DocuSign accessibility support feature.

I receive an error message when attempting to log in to DocuSign. Who do I contact?

Contact the DocuSign administrative team at Provide a detailed description of the error message you received.

Where and how long are my documents stored?

As long as your DocuSign account is active, the unsent documents in your account will be stored in DocuSign indefinitely. Completed documents will be stored for 90 days after the date of completion, then they will be removed from the system.

*Important Note: It is recommended that you download and save your documents to your department’s preferred secure repository.

Once envelopes are moved to the deleted folder, they are purged at midnight the same day and cannot be recovered.

How do I download and save a completed document?

DocuSign aggregates all of your uploaded files into a PDF for a secure signing experience. You add files in any of our many supported file formats, such as Word documents, spreadsheets, or images, and DocuSign brings them all together into a single, tamper-sealed PDF. You can view the document image directly in the application, or you can download the PDF file for viewing, sharing, and storing.

When you download a document from DocuSign, it presents the current state of your document. Only completed documents show the signing information. All of the completed signing fields are included on the PDF. For incomplete documents, the PDF includes only the files that you added to the document; none of the signing fields are visible on the PDF.

To download your document, click the Download icon at the top of the view and select Separate PDFs or Combined PDF, depending on which format you want. Separate PDFs gives you a ZIP file containing all of the files in the DocuSign document as individual PDFs. The selected file is downloaded to your local Downloads folder.


Is there a session timeout for DocuSign?

Yes: 2 hours. DocuSign has its own web app session timeout setting which is set to 2 hours, the maximum that DocuSign allows. Please note that Cal Poly's Portal timeout does not affect DocuSign's timeout.

How do I edit or correct a document in flight?

DocuSign has a video tutorial that answers this question.


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