Shared access

@JerryKennedy - There could be a couple of reasons why that is happening.  First, make sure that those users are in the correct account.   It is often a matter of having access to multiple accounts, and all they need to do is switch accounts.  Switch Between Accounts (docusign.com)

There might be also a filtering option in DocuSign.   If the envelopes are older than 6 months, you might need to adjust the settings.  Using Filters (docusign.com)