can't find document

Question

I’ve been trying to sign a document from my doctor for 4 days but I’m having a lot of problems with this site, this is ridiculous. I couldn’t even post this yesterday, there was no place to type my problem.

At any rate, I received an email from Docusign telling me to sign a document from my doctor. I clicked the link, signed up, and couldn’t find the document. Now when I sign in I get a dead end, it wants me to create an envelope which I can’t do because it also tells me I have too many drafts and there’s no way I can delete them. I can’t leave this page, I’m stuck on it. Luckily I have 3 docusign.com tabs open and I can post here using this tab to sign?

I’ve received 3 emails from Docusign telling me to sign but it won’t let me sign. What can I do? Do I have to be a paying member to sign? Do I have to pay for support?

mr1 · Accepted Answer

​@vinwilYou do not have to pay to sign. You don’t even need an account to sign.You should be able to click on the link in the email and follow that to he document. Do you have the email? (If not, you can ask the Doctor’s office to resend the link).Once you have the email, you can either click on the link - or copy the link and paste it into a browser. Since you are having issues - try copying the link, then opening a private window in your browser and pasting the link in.If you have a DocuSign account - you can also try logging in through a private window. The document to sign should be in your ‘inbox’ (Check the “agreements tab - I think that’s where you can see the ‘inbox’ and other folders).NOTE: It ismy understanding that,if you signed up for an accountAFTER you received a link to sign - that envelope will not be part of your account.. Only envelopes received AFTER you sign up will be part of your account. You’ll need the email link to access envelopes sent before you had an account.here are the directions from DocuSign:https://support.docusign.com/s/articles/How-do-I-sign-a-DocuSign-document-Basic-Signing?language=en_USYou can try to access support on the support page - there are some options for free accounts.https://support.docusign.com/s/contactSupport?language=en_US&rsc_301good luckmr1

Melanie.Panguito · Answer

Hello ​@vinwil,Thank you for reaching out to DocuSign Community! I notice you've already marked ​@mr1response as the Best Answer—the solutions provided are spot-on and accurate.I'm checking to see if you still need assistance or if you still need to contact support based on your last response.Live chat is available to free accounts—if you run into any glitches, please attempt the basictroubleshooting steps👉Basic troubleshooting steps for common Docusign issuesIf you've created an account (likely a free trial), you can open a support case directly after logging in—it's available for paid and trial customers👉How do I contact Docusign Customer Support?You may try our alternative signing method👉Use a Security Code to access Docusign documentsIf the challenge continues, reach back out to your sender. They may have required you to log in before signing the envelope, which caused the issue. In that case, the sender can adjust the settings or resend it to your new DocuSign account.Let me know how I can help next!Regards,Melanie| Docusign Community Moderator

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