Provisioning Errors

Account provisioning error: Member Email waiting for Activation

Add "." after first name on Admin contact

Account provisioning error: Member Email and User Name Already Exists For This Account

Add "." after the First Name on the Admin Contact. If this does not work, rep will need to provide a new contact

Zuora subscription not found

Ask billing to activate the account in Zuora and then resend from the quote level.

Cannot provision account when cancelled

Check Zuora and if account is cancelled send an email to billing to reactivate the account

Cannot change account plan of a closed account

Check with the sales rep if the customer would like a new Site ID/Account. If yes, clear the Site ID, DocuSign Environment and DOSS Account ID and set Order Enrollment Stage to Pending. If no, have the AM reopen the account via the Admin Console and then set Order Enrollment Stage to Pending.

Zuora Account not found by Salesforce Account ID: 0014000000xJFTZAA4

Either two accounts were merged or the subscription did not send to Zuora. Check if CRM/Site ID/DOSS ID in Zuora match SFDC. If all matches, set DocuSign Enrollment Stage to "Pending". If they do not match, update the Zuora account and then set the DocuSign Enrollment Stage to "Pending".

Admin contact has not been activated

Go into the Admin contact and add a "." after the first name, hit save and set DocuSign Enrollment Stage to "Pending"

A DocuSign plan was not found for the Zuora subscription. ProductRatePlanId=2c92a0fb4efcd4b9014f0b0c7d292b8c, DistributorCode=DSX2013DIRECTPACKAGING, PaymentMethodName=PurchaseOrder

Make sure the distributor matches the account level, then resend.

Error: AmendmentSubscriptionRatePlanId is required when saving an UpdateProduct or RemoveProduct amendment.

Need to go into each asset and update the rateplan info

Salesforce distributor not found on opportunity [Opp ID]

No distributor listed on Order, add Distributor Name from account level and set DocuSign Enrollment field to "Pending

Account provisioning error: The requested email domain is reserved in the DocuSign system. Please contact your company's DocuSign account administrator for more information.

Occurs when the customer has turned on the Reserved Domain feature. AMs will need to complete an ACR and the Technical Customer Success team will turn off the reserved domain feature and provision a new account.

All Brazil Deals

Set to Complete since they are manually provisioned

The value for column 'ExternalBillingSeatStageMessage' in table 'AccountBilling' is DBNull.

The DS account is not pulling the correct Admin, send over to Engineering (JIRA ticket)

Base rate plan for seats of envelops was not found on the subscription

This is caused when there are two active subscriptions on the Zuora account and the system is looking at a subscription without a base product. To fix, chatter billing and ask them to close the wrong subscription and then reset the order to pending.

You cannot change from PaymentMethod Appstore to PaymentMethod CreditCard

Will need Admin console access. Open the account in the admin console and click on Plan Enrollment. From there, move the account to a Freemium account. Once completed, can set order "DocuSign Enrollment Stage" to Pending. If this does not work, submit a JIRA ticket

Salesforce Account with Site ID [xxxxxxxx] does not match DocuSign Enrollment Summary External-Account-ID [xxxxxxx]

The wrong DocuSign Environment is listed. Go to the Account level, check and compare the environment on the order to the account level. Update environment to match Account.

Salesforce Account not found: DocuSign.BusinessObjects.SalesforceClient+ApttusOpportunity

This happens when a quote is moved to another Opp but the contacts have not been updated on the quote level. Update the all accounts and contacts then set DocuSign Enrollment field to "Pending"

No primary subscription was found for Zuora Account 2c92a0f940858515014087c7b9ce515b

Two accounts were merged. Check both zuora and Salesforce accounts, if they match set to complete. Otherwise, send an email to billing asking them to manually add the new subscription in Zuora.