If you encounter an error when sending offer letters with the Docusign integration, a few troubleshooting steps can help get you back on track.
Common errors
Please re-connect your Docusign account and try again
To resolve this error, disconnect and reconnect the Docusign integration. This process refreshes your Docusign credentials.
To disconnect the Docusign integration, log in to Greenhouse Recruiting, and click Integrations on your navigation bar.
Scroll to the Manage Integrations section and click Docusign > Disconnect.
A banner at the top of the page will confirm the integration has been disconnected.
Click Connect to re-enter your account credentials and refresh the integration.
Tip: Check out Docusign integration to access the full integration setup process.
After reconnecting the Docusign integration, return to the candidate profile and attempt to resend the offer.
If you continue to experience this error, connect with Greenhouse Technical Support.
The envelope specified either does not exist or you have no rights to it
There are a few possible causes of this error. Typically this error indicates that the person attempting to send the offer wasn't the original sender of the offer. If another Greenhouse Recruiting user previously created and sent the offer, only they can resend the updated offer.
The error can also result if the offer was sent more than 30 days ago, or if the offer itself has been deleted.
If these conditions don't match your scenario, disconnect and reconnect the Docusign integration and see if the issue persists.
If the error persists, reach out to Docusign support.
System was unable to convert this document to a PDF
This error indicates that Docusign is unable to convert the offer file attempted into a PDF file. Regenerate the offer documents and attempt to send the offer with Docusign again.
If the error persists, connect with Greenhouse Technical Support.
This user is not the sender of the envelope. Only the sender of the envelope may perform this requested operation
Only the person who created the original offer can replace it with a new version. Other people who attempt to update or send a new offer will encounter this error.
If you receive an error, reach out to the original offer creator to have them delete or replace the agreements.
You can also void the offer's envelope in Docusign directly. Learn more from Docusign support.
Full list of errors
If your error or scenario isn't listed here, you can view a full list of errors provided by Docusign support.