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Documents

Forum|Forum|2 years ago
February 23, 2024
15 replies
341 views

I am unable to recieve documents directly to my docusign. Typically when someone sends me something to sign or view, I can usually find it in the Action Required tab. However, lately it has not shown up there. I get the notification in email that I have a document, but its not listed where it normally is. The only way to access documents that have been sent to me is through email. How can I fix this?

eSignature

Best answer by Alejandro.Ramos

Hi @Angela W,

Thank you for following up.

Were you able to follow the steps provided by @David.Schmitz ?

This behavior is usually related to having multiple users related to the same email address, which can cause some envelopes to be saved in the second user.

If you can’t find your second user, DocuSign Support can assist you through the process.

To do so, please create a case and include an example envelope ID, so a Support Expert take a closer look at your issue.

For detailed steps on how to find your envelope ID, see:

Where can I find the Envelope ID?

To create a new support case, please fill out the form provided below:

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.

Feel free to let us know if you need further assistance with this.

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

Best regards,

Alejandro R. | DocuSign Community Moderator

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A

Angela W

Author

New Voice

My apologies. I misspoke. I do see that there is another account linked with my profile. Not sure how that happened. I discovered today that my documents are going there. It is not an official account that I use regularly, but was logged into my computer prior to me receiving an account with my job. Is there anyway to merge the two, or get my documents to the right account. I’d like to delete this account to avoid this issue from continuing.

Thanks

N

nathaly.monge

Docusign Employee

Hello @Angela W ,

Thank you for reaching back.

I’m glad to hear that you were able to find your envelopes.

Unfortunately, these can not be merged into your current account, however, we can close the account so no further envelopes can be sent to the wrong account.

You may want to make certain that any important documents have been downloaded to your personal device or computer.

Once an account has been closed, you will no longer have access to any documents. Information on how to download completed documents is found here: Download or Print Documents

Depending on how your account was originally configured, you may be able to close your account: How to cancel your subscription or close your DocuSign account

Please see the links below on how to cancel on your Apple or Android device or phone:

iTunes: How to manage or cancel your DocuSign plan (iPad, iPhone)

Google Play: How to manage or cancel your DocuSign plan (Android)

If you do not see an option to close the account, please contact customer support as they can close the needed account.

Let us know if you need further assistance with this.

Best regards,

Nathaly | DocuSign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue!

N

nathaly.monge

Docusign Employee

Hello @Angela W and @Oceanplace ,

If you found my response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,

Nathaly | DocuSign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

A

Angela W

Author

New Voice

Thanks for all the help. The issue was that I had another user account, which I was using prior to starting my recent job. Somehow it linked the two and all the envelopes were being sent to that one, in which i would have NEVER checked if not mentioned above. I had only used that account a few times to sign documents, until my job gave me a new account. Again thanks for your help and the issue was resolved.

N

nathaly.monge

Docusign Employee

Hello @Angela W,

Glad to be help, I hope you have a great day!

Best regards,

Nathaly | DocuSign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

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