Envelope or Account Activation Not Found issue

Question

Apologies for the possibly incorrect Category/Tag, I’m unsure which DocuSign product is involved here other than my issue involves something “Powered by DocuSign”.

As part of a job application process, I need to obtain a copy of my transcript from my university, which involves a DocuSign product/process. I created my access password and sent the transcript to myself, which both went to my email. I clicked the Review Document button in my email and correctly entered my access password, but I accidentally clicked the gray “ . “ button next to the yellow “Access” or “Login” button, I don’t remember which exactly it was. The gray button that only contained a period took me to an “Envelope or Account Activation Not Found” error page of the Activate Wizard, and now every time I click the Review Document button in my email, I am taken to that error page. I don’t know what this “ . “ button is for, but it might have something to do with the problem.

Alejandro.Ramos · Accepted Answer

Hi @co.odom2,Welcome to the Docusign Community!We are glad to have you here and can't wait to help share as much knowledge as possible.I am sorry to hear that you haven’t been able to access your envelope, but I will assist you in solving the issue.This error is triggered by having multiple Docusign users related to the same email address, causing the log in attempt to fail.Docusign support can assist in correcting this behavior by either closing the duplicate user, or, generating an account specific password reset link.https://support.docusign.com/en/contactSupportIf 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 ModeratorPlease click "Best Answer" below if you find my reply to be a valid solution to your issue!

Alejandro.Ramos · Answer

Hi @co.odom2,I hope you are doing well.I would like to confirm if you were able to solve your issue by utilizing the solution that was suggested?If so, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.Otherwise, feel free to let me know and I will gladly help you address the situation as soon as possible.Best regards,Alejandro R. | Docusign Community Moderator "Select as Best" below if you find the answer a valid solution to your issue!

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