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FAQ

Sending​

Sending fails with "recipient email must belong to your organization"​

You are on a Yousign sandbox: signer emails must belong to your Yousign organization. Test with internal emails, or switch to production — the restriction does not exist there.

Yousign rejects the phone number​

Yousign requires the international E.164 format (+33612345678). TrueSign normalizes common formats automatically — but a number that is too short or invalid is refused. The phone is only required when SMS authentication is enabled for that signer.

My template does not show up in the selector​

Three causes, in order: the template is inactive or in draft; it is tied to a different object than the current record; you are missing the required permission set. See Create a template.

No document offered in the sending form​

In free-form sending, only PDFs attached to the record (Files section) are offered. Upload the PDF first.

Bulk send reports errors​

Open TrueSign Jobs: each batch traces its errors per record, with the Yousign details. Most frequent cause in sandbox: emails outside the Yousign organization.

Statuses & webhook​

The status does not update​

  1. Click Refresh on the request — if the status corrects itself, the issue is the webhook.
  2. Look at the Webhook intake card on the Settings screen: it lists every received event. Empty while signatures happened? Deliveries are not arriving (see next question). Events present but rejected? The HMAC secret is out of sync — run Provision webhook again (production) or paste the secret again (sandbox).
  3. Check the logs: a notification rejected for an invalid signature shows up explicitly.

The webhook is not received at all​

  1. Check that the Salesforce Site is active and the Guest User has access to the TrueSign webhook class (Public Access Settings).
  2. In production, run Provision webhook again — the operation is idempotent and re-syncs the URL and the secret.
  3. Sandbox trap: after a burst of rejected notifications (out-of-sync secret → 401), Yousign silently suspends deliveries without changing the webhook's displayed state. Re-arm it from the Yousign dashboard, then check the Webhook intake card again.

The "Download signed" button does not appear​

It only appears once the signed PDF exists — request in Done status. See Download the signed document.

Configuration​

"Test Connection" fails​

Check: the API key (paste it again — it is only shown once on the Yousign side), the environment ↔ key consistency (a sandbox key does not work in production), and the Remote Site Setting matching the environment.

Resend says "this signer has already signed"​

That is expected: invitations are only resent to signers still pending. Any other error shows the exact detail returned by Yousign.

How do I shut the integration down in an emergency?​

The kill switch, in Settings → Governance. Reversible, no data loss.

No answer here? Head to support — remember to attach the request number (SIG-…) and the matching log extract.