Duplicate account

Question

Hello,I'm reaching out about an issue we're having with our DocuSign account.It appears that two separate accounts were created using the same email address (*Information removed due to PII) and the same password. When different members of our team log in with these identical credentials, we don't end up on the same account.We've checked this multiple times (including in private/incognito browsing and with different browsers) and the issue persists: depending on who logs in, the same account consistently appears, even though the credentials used are strictly identical.We would therefore like to:Understand why two separate accounts are associated with the same email address.	Have the account that shouldn't be kept deleted (we can specify which one once the situation has been clarified), without this affecting the data, templates, and history associated with the correct account.Could you let us know the steps to safely resolve this duplicate account issue?Thank you in advance for your response.

Luke.Cervantes · Answer

Hi ​@Nora,Thank you for sharing your concern here in the Docusign Community. We're happy to have you here!This situation usually happens when an email address becomes linked to multiple Docusign profiles. This frequently occurs if the email address was used to create a free personal account in the past, or the same email address was added to an existing Docusign account.To help us resolve this, please check if you can easily move between these accounts from your dashboard through the AccountSwitching OptionLog in to your Docusign account.Click on your profile image or initials in the top-right corner.Look for an option that says Switch Account.If the accounts mentioned are on the same server, you will see this option. You can click it to view all accounts tied to your email and toggle between them. Switch Between Docusign AccountsHowever, if you wish to investigate or safely delete the duplicate account, our internal support will need to conduct a secure investigation.Please open a formal support case through the Docusign Support Center. Our support representatives will verify if there is an account duplication and safely close the unwanted profile while keeping your primary account intact.Submit a Formal Case with Docusign Support.Thank you, and have a great day ahead!Best Regards,Luke | Docusign Community ModeratorIf this helps, please select "Best Answer" so others can see it too!

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