@juliane.gusmao A few items that I would suggest the User check.

1. When viewing Inbox or Sent make sure the Filters are set to a Date that would include “All” envelopes, as the default is Last 6 months.
2. If every single envelope is missing or not appearing I would verify they are logged into the correct DocuSign Account because it is possible to set up multiple Accounts with the same email address.
3. Check with the DocuSign Admin of this Account (if it a company type account) where they can check whether there was any Transfers of ownership of envelopes or purging of envelopes due to company policies.
4. Last would be to open a DocuSign case with Envelope IDs (if possible) so they can attempt to locate and troubleshoot.

Hi @juliane.gusmao,

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Alejandro R. | DocuSign Community Moderator   

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

He might have an external account, or multiple accounts.