Multiple people in your organisation might have access to DocuSign. By default, in DocuSign every person only has access to the envelopes they've sent themselves. This means that only the documents that are visible to the person that connected their DocuSign account to Humaans can be imported. There are several ways to make sure all relevant documents get imported to Humaans.

If multiple people use DocuSign to send documents to employees, you could instruct everyone to transfer the document ownership to a central account (e.g. the Head of People Ops). That central account should then be connected to Humaans. This way, that account will have access to all the relevant DocuSign documents and Humaans will be able to import all the documents.

See the DocuSign help page for more information on Transfering Envelopes.

Alternatively, you can use the envelope sharing feature in DocuSign to setup envelope sharing between all of the people that typically send documents to employees. This way all envelopes will be visible to each of the DocuSign accounts regardless of who sent them.

See the DocuSign help page for more information on Envelope Sharing.

Finally, if you simply connected the wrong account and there's another DocuSign account that has access to all the relevant documents, you can always change the connected account by following the steps in Changing connected DocuSign account.

Note: it might take up to a few hours for a document to be synced into Humaans after it's been signed by all parties in DocuSign, make sure to wait a bit before troubleshooting any missing documents.