Adminstrator (Keller Williams) Has Not Repsonded to Requests to release my email address from their Admin - CANNOT CREATE NEW PAID SUBSCRIPTION ACCOUNT WITH MY EMAIL ADDRESS

Hello ​@kpratt614, 

Thank you for reaching out here in the Docusign Community. It’s nice to have you here! I completely understand how frustrating it is to lose your paid subscription features and be locked out of viewing new plans after Keller Williams ended their corporate enterprise subscription.

Because your email address is tied to the Keller Williams administrator settings, Docusign has released an official update to address this transition. You can read the full details directly on the Docusign Keller Williams Account Closure FAQ page.

As noted in the article, Docusign has shifted these accounts to a read-only status, meaning you still have permission to log in and download your historical envelopes and documents, but you cannot send out new ones.

To reuse your preferred email address for a completely new, independent paid subscription, please use the following recommended workaround to release it from the old KW corporate administrative hold:

• Log into your existing KW Docusign account settings and change your email address to a secondary or personal email. Then, switch to Rooms to update the email address in the Rooms platform. This instantly releases your primary KW email address, allowing you to sign up for your new account without losing access to your historical read-only files.

.Note: The Switch to Rooms step is vital to ensuring your email is changed, and you can use your email address on a new account.

Please keep in mind:

Once you register your primary email address again, it will be treated as an entirely new account. Your previous documents will not be transferred to this new profile, but you will still be able to access them in read-only format by logging into the old account via the secondary email you assigned to it.

Please let me know if you run into any issues, or you have any other questions. We’re here to help! 

Best regards,

 Luke | Docusign Community Moderator
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Thank you, Luke. I’m running into issues with changing the email address, but I’ll keep trying on a different browser. See below: 

In addition, would I be reimbursed a prorated rate for my paid subscription under the old email address? I paid for it, not Keller Williams. 

Thank you again for your help,

Hello ​@kpratt614,

You are very welcome! I’m happy to help.

Regarding the error message you received ("Error: There was an error changing email, please try again later"), this typically stems from one of two issues:

1. The new email address you are attempting to use is already associated with another active Docusign account.
2. The new email address belongs to a managed domain that has the "Prevent unmanaged signups" security setting enabled.

For more detailed technical information on this specific error, you can review this Docusign support article: Error: "There was an error changing email, please try again later"

To help us investigate this further for you, please reply with the new email address you are trying to switch to. For your security, please send this information via private message.

Regarding your question about a prorated refund for your paid subscription, we apologize, but your contract was purchased through Keller Williams. Because of this, any refund process/discussion must be handled directly by Keller Williams support or an active administrator of that specific account.

Please let me know if you have any other questions.

Best regards,

Luke | Docusign Community Moderator
If this helped, you can select “Best Answer” so other users can see it too! 

Hello ​@kpratt614,

I am following up to see if the troubleshooting steps I shared earlier resolved your issue.

If the solution worked, please mark the response as the Best Answer ✅. This helps other community members with the same question find the resolution quickly.

If you are still experiencing trouble, please reply directly to this post. 

Thank you for your continued cooperation! Have a great day ahead. 

Best Regards, 
Luke | Docusign Community Moderator
If this helped, you can select “Best Answer” so other users can see it too!