Hello @Fendri ,

Thank you for reaching out here in the Docusign Community. 

Was the account closed? If they were part of a corporate account and the account was closed off the admin of that can reopen it by sending them a reactivation email for that user. All envelopes should remain their unless the account has a Document Retention policy enable or if the envelopes were transferred to a different user.

In the case that they had a personal plan, and the account was closed up, I’m sad to say that those documents can not be retrieved.

• Reactivate Users

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!

Hi Natalie,

Not sure if they account already closed by DocuSign or not, but they didn’t renew the subscription in June. And now, whole the user and admin also can’t access to log in. :)

Just to ensure if they would like to renew again with same account, the data still there as well.

Thank you.

Hello @Fendri ,

Thank you for reaching back.

As mentioned, unless they were purged the documents will remain in the Docusign Cloud for signers to access when needed, however, if the account was closed it will be impossible for the sender to retrieve those documents as Docusign does not reopen closed accounts.

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!