Cannot login because I have lost SMS access to complete 2FA

Question

I lost access to a Google account that is associated with a Google Voice number. When i registered my email address for a free Docusign account so I could sign documents from my accountant, etc. (who has a Docusign corporate account), I used the Google Voice number, specifying SMS. I still can receive phone calls on the number but because I cannot login, I cannot see SMS sent to me. When I attempt to login, it tells me to try again when I have access to the phone number (which I don’t ever expect to get).

Is there a way to get Docusign to change the 2FA setting on my account from SMS to phone call? Can my accountant, which has a corporate subscription to Docusign contact Docusign support and somehow get me access?

I have other email addresses, so solving my immediate problem is easy, but I really would like to recover my Docusign account.

Note the same userid and password is required for this community forum, but it doesn’t use the same 2FA mechanism.

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Hello, hquacken

Yes, it’s possible.

When someone send an envelope to you asking for a 2FA, it’s possible to select Add ID Verification then select Phone Authentication. See the figure:

When you receive the email notification with the Review Document yellow button, click on it then a popup window will show up giving you two options SMS and Phone Authentication, select the second one so you will receive a phone call with the token to be used.

I hope that helps, if so, please mark this answer as the “Best Answer”.

Thank you!

Alexandre

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Alexandre.Augusto · Accepted Answer

Hello, hquackenYes, it’s possible.When someone send an envelope to you asking for a 2FA, it’s possible to select Add ID Verification then select Phone Authentication. See the figure:When you receive the email notification with the Review Document yellow button, click on it then a popup window will show up giving you two options SMS and Phone Authentication, select the second one so you will receive a phone call with the token to be used.I hope that helps, if so, please mark this answer as the “Best Answer”.Thank you!Alexandre

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