I can't sign in to Docusign when generating a document. I have disabled the popup blocker.



  • Genevieve P.
    Genevieve P. Employee Admin


    I've seen this message before when there has been 40 days of inactivity on the Docusign side of things, is this possible?

    I would check whether the template matching status in Docusign may have changed after 40 or more days of inactivity. If so, change the status to "Included in matching". Here's more information: https://support.docusign.com/en/guides/ndse-user-guide-template-matching

    If this is not what's happening for you, then my next suggestion would be to fully sign out of Document Builder, Smartsheet, and DocuSign, then come back to log in and try again. Let us know if that helped!