Keller Williams has partnered with DocuSign to provide a transaction management solution to all KW agents. It is included as part of KW Technology suite, and offers a robust set of tools for digital forms, electronic signatures, and compliance. DocuSign Rooms sync directly with your Opportunities in Command, streamlining the transaction process.
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For a more condensed version, reference the quick guide. |
Below are some common issues and who to reach out to for solutions. If you are ever in doubt of where your potential issue falls, always reach out to Keller William Support.
Keller Williams Support Handled Issues
The KWRI Technical Support team are the admins of the KW DocuSign platform. There are some things that we can fix, check, or change on our end here. Do keep in mind that some features may be disabled intentionally for a variety of reasons.
Connect with KWRI Technical Support by submitting a new request or via Live Chat with a Support representative Monday - Friday, 9:00 a.m. to 5:00 p.m. CT. For more information on connecting with KWRI Technical Support, click here.
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For a more precise response, always include the email address that you use for your DocuSign account and a screenshot/video of what you are experiencing. |
| Updated email, now nothing is working. |
If you are still receiving the error after completing these steps, contact KWRI Technical Support for further assistance. |
| I have a personal PDF form that I want to use. | You can create a personal template for your own PDFs and forms. This can be used over and over in any of your rooms and envelopes. |
| My DocuSign account is not connecting in Command. | Make sure you are following our guide for connecting DocuSign with Command. If you are still having issues during this process, contact KWRI Technical Support for further assistance. |
| I’ve changed Market Centers but my DocuSign account has not updated to the new office yet. | Inform KWRI Technical Support of the email address you used with DocuSign and your new Market Center number. |
| My Opportunity details are not syncing over to the DocuSign Room. | Currently only Listing and Buyer Opportunity details will sync over DocuSign. Tenant/Landlord leases do not sync. If the error persists, contact KWRI Technical Support for further assistance. |
| The Start Transaction or Go To Transaction buttons are not working. | Ensure that the DocuSign account you have connected within Command Settings is the same account you are logging into when accessing through the opportunity. If the error persists, contact KWRI Technical Support for further assistance. |
| When I click on Go To Transaction the only option is DotLoop. | This means that at some point in time that Opportunity was connected to DotLoop. You will need to archive the Opportunity and create a new opportunity selecting DocuSign after “Start Transaction”. If the error persists, contact KWRI Technical Support for further assistance. |
| I can’t create DocuSign eSign templates, or can’t manage my rooms. | This is caused by having an incorrect permissions profile applied, which can be fixed by contacting KWRI Technical Support. |
| I have signed documents in my room, but they’re not showing up to bring into the Opportunity Document Checklist. | Ensure you are following the guide for attaching compliance documents to an opportunity. If the error persists, contact KWRI Technical Support for further assistance. |
| There’s a feature in DocuSign that we don’t have. How do I get it? |
Currently we are not enabling or disabling features for individual agents nor offices. If there is a feature that you’d like to see, submit your request at https://ideas.kw.com/. |
Market Center Handled Issues
Many issues specifically related to forms will be handled by the Market Center and the Market Center Administrator. Contact your MCA for support on the below issues:
| I’m missing my Association forms! | When you are accessing your association forms, ensure that your NRDS ID is connected in DocuSign. If your NRDS ID is connected and your forms are still missing, check with your Market Center |
| I’m unable to access the shared Market Center created form templates. | To access the Market Center created form template group, you will first need to have started the Room from within an Opportunity. If you have done this and still aren’t seeing the templates, check with your Market Center. |
| I’ve been removed, or accidentally removed someone from my Room. How can I re-add them? | Your Market Center has the ability to restore access for any removed agents or clients. |
| I have a PDF of a local office form that isn’t in the forms library or template group and I need it. |
Reach out to your MCA to have them create a template. |
| The Market Center forms are incorrect. | Report the affected form to your MCA and they can submit for correction. |
DocuSign Support Handled Issues
The KWRI Technical Support team works closely with the DocuSign’s Support team and can escalate issues to them at a higher priority in some cases. For a faster response, reach out to the KWRI Technical Support team, who will escalate to DocuSign Support as needed.
Below are issues that typically will be escalated to DocuSign, to go directly to DocuSign visit https://support.docusign.com/en/contactSupport.
| Removing or closing Free or non-kw DocuSign accounts associated with an email address. | Contact KWRI Technical Support or DocuSign Support for further assistance. |
| Billing | KW DocuSign accounts do not have any billing nor envelope limits. This error is caused by a non-kw account associated with your DocuSign email. Contact DocuSign Support to close out any non-kw accounts on your email. |
| Issues with the DocuSign.com websites, such as slowness or loading errors. | Contact KWRI Technical Support or DocuSign Support for further assistance. |
| Issues with Envelopes such as not sending, or error messages. | Contact KWRI Technical Support or DocuSign Support for further assistance. |
| DocuSign Profile or profile pictures not updating. |
Contact KWRI Technical Support or DocuSign Support for further assistance. |
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