1 user, 2 email addresses

Hello ​@Roel007,

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and assure you that we are fully committed to providing you with the best service possible. 

I understand that the recent transition of a group of users from .com domain addresses to .nl email addresses has caused some complications. Users are receiving documents from both their old and new email addresses, which triggers a “create a new account” message. This understandably leads to issues where signed documents are not associated with the business account. I sincerely apologize for the inconvenience this has caused.

I just have some questions to better understand your situation and provide you with the most accurate assistance:

• Is the account required to log in to SSO? If so, has the Organization Administrator already updated the email change? Article: How do I update users email addresses on an SSO enabled account?
• Is the create account triggered by Just in Time Provisioning? Article: How do I use Just-in-Time Provisioning as a Docusign Administrator

If both answers to above are no:

• Did users update the email addresses directly within their DocuSign accounts? Article: Change Your Email Address
• Are their contacts aware of the change? Are senders sending it to the correct email address?
• When you said they both receive emails from the old and new email addresses, are there any internal auto-email forwarding rules?

I look forward to your update. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

Hello ​@Roel007,

I hope you are doing well. Just checking to see if you are able to provide the information that I previously requested? If so, please do so in a reply to this question so that I can further assist you with your issue. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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