Hello ​@Donna Sevigny,

Welcome back to the Docusign Community! We're sorry to hear about the absence of the waffle icon for one of your Organization Administrators.

Usually, if you do not see the waffle icon in the top left-hand corner, it indicates you are either not an Organization Admin or the account does not have an Organization yet. But I understand you stated there is, and they should have access. Let's work together to sort this out. 

Can you double-check if your colleague is logged in to the account linked to the Organization? Also, have they tried clearing the browser's cache or using another browser or device? 

If you are an Organization Administrator and the issue continues after troubleshooting, please send me a private message of the affected user's email address along with the account number they were logged in to.

Looking forward to your update. Thank you!

Best,

Melanie | Docusign Community Moderator
Helpful? Mark this as "Best Answer" to help others too!

Will ensure she has tried these suggestions before DM you.

We have a case/call open as what is obvious was checked and the problem persists.

Hi ​@Donna Sevigny,

Thank you for the update. I am so sorry you are still having this issue. I think I saw a meeting with Technical Support already scheduled for this week. We hope it will be resolved soon. Feel free to update us or check back in anytime if you have follow-up questions.

Best,

Melanie | Docusign Community Moderator

Resolved with some help from DocuSign support’s help. Even he was not clear how we got into this situation, but we were able to get through it together. I believe a key was to “demote administrator” and then close and then reinvite them to accept the Admin invitation.