Support
Before opening a ticket
- The FAQ / Troubleshooting covers the most frequent cases (webhook, sandbox, invisible templates…).
- The TrueSign logs give the exact detail of every error — the most useful piece for a fast diagnosis.
Contact us
- Technical support: support@wetruesign.com
- Sales enquiries (licences, quotes): sales@wetruesign.com
- General contact: hi@wetruesign.com
- Languages: French, English
- Coverage: business days, 9am–6pm (CET)
Service-level commitments (SLA) depend on your contract; they are detailed in your support agreement.
What to attach to your request
For a first-contact resolution:
- the request number involved (
SIG-…); - the matching log extract (TrueSign Logs → entry detail: request, response, HTTP code);
- the environment (sandbox or production) and the time of the incident;
- if relevant: a screenshot of the message shown to the user.
Never attach
Your Yousign API key, the webhook secret, or any document containing signer personal data. Support never needs them.
Reporting a security vulnerability
Write to support@wetruesign.com with "security" in the subject line — without detailing the vulnerability in a standard ticket. We acknowledge receipt within 48 business hours.