Skip to main content

Get Support
Have a question? Let's get you an answer!

How Do I...? Troubleshooting Code & Webhooks Developer Zone

Other Help Resources
Wait, there's more! Check out these Community sourced spaces for additional resources.

Zapier Help Center Hire an Expert

Learning Resources
All of our best learning resources can be found here.

Featured Articles Show & Tell Zapier's products AI Hub Zapier Tools Hub

Share your knowledge
Give back to the Community by sharing your automation wins and helping to answer questions.

Share your success See unanswered questions User Groups

Other Learning Resources
Some of our favorite additional ways to upskill your Zapier knowledge.

Zapier Learn Zapier Blog Zapier Webinars

Product Updates
Check out what is new and upcoming with Zapier with our regular product updates.

Product Updates

Early Access Program
Want to join Early Access? Learn more here.

Best answer

Docusign Enterprise Plan > Paid Web Plan - all zaps fail to trigger now

  • February 24, 2025
  • 5 replies
  • 12 views
M
Forum|alt.badge.img

Hi,

We recently downgraded our Docusign account from an enterprise plan to a paid web plan. Now that the downgrade is complete, none of our zaps are triggering anymore. I tried to update the connection to Docusign, and now with new text data it does not appear to recognize any of our custom fields on Docusign templates.

 

I remember there being a few settings that I initially had to change in Docusign in order for the Zap to recognize any data from the completed form, but I have so far not found that any of our settings in Docusign are different.

 

Does anyone have any ideas of how to troubleshoot this? I’m having trouble telling if it’s a Docusign issue or a zap issue.

 

*TITLE EDIT* It’s not that the zaps are failing, they are failing to trigger. However, the account appears to be connected successfully, so they should still be triggering and just facing other issues I believe. This part of why I’m confused about what the problem is.

Best answer by Maddie WebbBest answer by Maddie Webb

Just following back up, our zaps work now! It appears that Docusign had incorrectly downgraded our plan, and we didn’t have access to adjust the sender settings. Once that was corrected, we our zaps started working again.

 

If anyone else encounters this - Docusign was very unhelpful. They told me a few times that the download form data option to connect to Zapier just wan’t available if we weren’t on the enterprise plan, which isn’t true! The Zapier support team has been fantastic, luckily.

View original
Did this topic help you find an answer to your question?

5 replies

SamB
Community Manager
Forum|alt.badge.img+11
  • SamBCommunity Manager
  • Community Manager
  • 7547 replies
  • February 25, 2025

Hi there, ​@Maddie Webb! 👋

Sorry to hear that your Zaps are no longer working. Since this started after you downgraded your DocuSign plan, my guess would be that it’s related to the plan change. I can’t see a plan called “paid web plan” on their pricing page but all the paid plans appear to allow API access. It could be that specific triggers or actions are limited to certain plans. 🤔

Which DocuSign triggers and actions are your Zaps using? 

M
Forum|alt.badge.img
  • Maddie WebbBeginner
  • Author
  • Beginner
  • 9 replies
  • February 25, 2025

Every single trigger in Docusign we are using is “Envelope Status Updated”.

 

There were two phases for moving off the Docusign Enterprise plan:

  1. Enterprise contract expires, moved onto free Docusign account (zaps continued to work on the free account)
  2. Upgrade to a paid web plan. We are the eSignature Business Pro right now (zaps stopped working)

This is part of why I’m having trouble identifying what the issue is.

SamB
Community Manager
Forum|alt.badge.img+11
  • SamBCommunity Manager
  • Community Manager
  • 7547 replies
  • February 26, 2025

Ah I see, ​@Maddie Webb! That is really odd behavior—you’d think that if the Zaps continued working while you were on Docusign’s free plan, they’d still work after upgrading to a higher plan. It doesn’t make sense. That said, it’s possible the account temporarily retained some it’s Enterprise-level capabilities after being downgraded. 🤔 Maybe Docusign offers a short grace period for users moving off Enterprise plans, just in case the downgrade was accidental?

Either way, I’d recommend reaching out to our Support team here to investigate this further. They’ll be able to check your Zap logs for any errors coming from Docusign that might help confirm what’s causing this. If it turns out to be a bug, they can flag it to our engineers to get it resolved.

Keen to ensure this gets sorted, so please keep me posted on how it goes with them!

M
Forum|alt.badge.img
  • Maddie WebbBeginner
  • Author
  • Beginner
  • 9 replies
  • Answer
  • March 5, 2025

Just following back up, our zaps work now! It appears that Docusign had incorrectly downgraded our plan, and we didn’t have access to adjust the sender settings. Once that was corrected, we our zaps started working again.

 

If anyone else encounters this - Docusign was very unhelpful. They told me a few times that the download form data option to connect to Zapier just wan’t available if we weren’t on the enterprise plan, which isn’t true! The Zapier support team has been fantastic, luckily.

SamB
1 person likes this
  • SamB
    SamB
SamB
Community Manager
Forum|alt.badge.img+11
  • SamBCommunity Manager
  • Community Manager
  • 7547 replies
  • March 5, 2025

YAY!!! 🎉 Thanks for the update, ​@Maddie Webb! So great to hear your Zaps are working again. Really appreciate you coming back here to share the cause of the issue—it’ll be definitely be helpful for others who run into the same thing. And thank you for the kind words about our Support team! 🤗

Reply


Terms & Conditions