What to do if security questions fail?

Hi,

Thank you for reaching out to the DocuSign Community.

If you are trying to reset your password but the answer to the security question is failing, you can contact DocuSign Support as they will be able to send you a password reset email that will allow you to reset your password without inputting the answer to your security questions. 

Please keep in mind that the security question is case-sensitive.

You might find the following information useful:

https://support.docusign.com/en/articles/How-do-I-reset-my-password 

Please let us know if you need further assistance. You can always create a case to have a Support agent work the case with you.

https://support.docusign.com/en/contactSupport 

If you are not able to open the case on the same page, you should scroll down to More Support Options and select "I can't reset my password or don't have an account." you will have the option of filling out the form or calling Support.

Thank you for using DocuSign, we hope you have a wonderful rest of your day!

Best regards,

Rebeca | DocuSign Community Moderator

Can an admin do this for the DS user, or does the DS user still need to contact DS?

Hi,

Thank you for reaching out to the DocuSign Community.

Yes, if the eSignature Admin sends a password reset, that will also allow the user to set their own security question, just like if Support sent the reset.

The Admin can accomplish this by:

1. Going to the Settings tab.

2. Click on Users.

3. Locate the user that is having the issue, and click the Actions button.

4. In the dropdown click the option to Reset Password.

You might find the following information useful:

Search for Users | DocuSign eSignature Admin Guide

Reset User Passwords | DocuSign eSignature Admin Guide

Please let us know if you need further assistance. You can always create a case to have a Support agent work the case with you.

https://support.docusign.com/en/contactSupport 

If you are not able to open the case on the same page, you should scroll down to More Support Options and select "I can't reset my password or don't have an account." you will have the option of filling out the form or calling Support.

Please click "Select as Best" below if you found the answer to be a valid solution to your issue.

Thank you for using DocuSign, we hope you have a wonderful rest of your day!

Best regards,

Rebeca | DocuSign Community Moderator