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Hi @Angela W,

I hope you are doing well.

I would like to confirm if you were able to solve your issue by utilizing the solution that was suggested? 

If so, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find

Otherwise, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,   

Alejandro R. | DocuSign Community Moderator   

"Select as Best" below if you find the answer a valid solution to your issue!   

Hi @Angela W,

Thank you for following up.

Were you able to follow the steps provided by @David.Schmitz ?

This behavior is usually related to having multiple users related to the same email address, which can cause some envelopes to be saved in the second user.

If you can’t find your second user, DocuSign Support can assist you through the process. 

To do so, please create a case and include an example envelope ID, so a Support Expert take a closer look at your issue. 

For detailed steps on how to find your envelope ID, see:

Where can I find the Envelope ID?

To create a new support case, please fill out the form provided below:

https://support.docusign.com/en/contactSupport 

If you are not able to open the case on the same page, you should scroll down to More Support Options and select "I can't reset my password or don't have an account." you will have the option of filling out the form or calling Support. 

Feel free to let us know if you need further assistance with this. 

Thank you for using DocuSign, we hope you have a wonderful rest of your day! 

Best regards,

Alejandro R. | DocuSign Community Moderator  

I sent a document for my clients to sign.  They signed and pressed “Finish”.  But the document did not come back to me.  I did this twice.  Where can I find the document?  I usually get a notification, but I didn’t get it this time.  Help !

Hi @Angela W,

Thank you for following up.

I’m really sorry to hear that you are still unable to access your documents through DocuSign.

You mentioned that the email address they are sending it to is the same and that you have no other accounts tied to that email of your knowledge.

We recommend you create a Customer Support case so that a Tech Support Expert can take a closer look at the issue and track the envelopes as they could be going to an account that is not of your knowledge, most likely a recipient account. That way they can close any account in the backend and have the envelopes routed to your current account. Please provide an envelope ID number in the case notes. 

How to find your document’s envelope ID: Where can I find the Envelope ID?

 Please open a Customer Support case by clicking the link below.

https://support.docusign.com/en/contactSupport  

1. Select Open a Support Case at the top of the page.
2. Select the Continue button beneath eSignature, Rooms, and CLM. Note: If you're a DoD customer, select DoD Customer Login.
3. Log in using your Product credentials (email and password) and select Continue:
   1. The DocuSign Support Center requires login credentials for a Production account. The account can be a Trial account, but it must be in a Production environment (i.e., not a Demo or Sandbox environment).
   2. Have issues logging in? Try these troubleshooting steps.
4. Select a Case Subject.Note: If you have multiple DocuSign accounts, a pop-up will appear. Select an account to continue.
5. Select any of the resources under ‘Need Answers Fast?’ that address your issue.
6. If that doesn't answer your question, select the Add Case Details button.          
7. Complete the case form.

Thank you for using DocuSign, we hope you have a wonderful rest of your day! 

Best regards,

Nathaly | DocuSign Community Moderator  

"Select as Best" below if you find the answer a valid solution to your issue!

Hello. Thanks for your response, however, i’m not sure that you understand what the issues are. I am receiving emails and completed documents, I am however not receiving documents that others need me to sign, on my actual docusign. They only go to my email, but are not listed under the “Action Required” tab, like they used to be. Right now it says “0”, when I know there are about 5 or more documents that have been sent to me recently to sign or review.  I did check the preferences/notifications as you instructed and they were all still checked. Not sure what else to do.

Hello @Angela W ,

Thank you for reaching back.

I’m glad to hear that you were able to find your envelopes.

Unfortunately, these can not be merged into your current account, however, we can close the account so no further envelopes can be sent to the wrong account.

You may want to make certain that any important documents have been downloaded to your personal device or computer. 

Once an account has been closed, you will no longer have access to any documents. Information on how to download completed documents is found here: Download or Print Documents

Depending on how your account was originally configured, you may be able to close your account: How to cancel your subscription or close your DocuSign account

Please see the links below on how to cancel on your Apple or Android device or phone:

iTunes: How to manage or cancel your DocuSign plan (iPad, iPhone)

Google Play: How to manage or cancel your DocuSign plan (Android)

If you do not see an option to close the account, please contact customer support as they can close the needed account.

Let us know if you need further assistance with this.

Best regards,

Nathaly | DocuSign Community Moderator  

"Select as Best" below if you find the answer a valid solution to your issue!