DocuSign incident
Some customers may experience workflow failures (DIRCA-4101)
DocuSign experienced a minor incident on January 8, 2026 affecting NA11 and NA21 and 1 more component, lasting 35m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Jan 08, 2026, 06:41 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Jan 08, 2026, 06:49 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jan 08, 2026, 07:17 PM UTC
The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced workflow failures from 2026-01-05 08:00 PM UTC until 2026-01-08 07:00 PM UTC.
- postmortem Jan 23, 2026, 06:02 PM UTC
## Incident Description CLM NA11, NA21: User account access and workflow issues after background user synchronization. ## Incident Time Frame 2026-01-05 08:00 PM UTC to 2026-01-08 07:00PM UTC. ## Cause A planned change to a supporting service that manages background user updates caused the system to think many existing users were missing for some CLM customer accounts. The system then removed those users and recreated them as new accounts, which broke the links to their existing work and some connected systems. ## High Level Impact Users in some CLM customer accounts may have been unable to see or work on some of their existing tasks. Some signing steps were cancelled and needed to be restarted. ## Incident Resolution We stopped the background updates for affected customers, restored the original user accounts, and re‑established the links so that users could again see and work on their tasks across all affected environments.