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Hi DocuSign Community,

Need your advice. I have a customer who subscribe corporate plan before and didn’t renewal this year around June and now they can’t open the account.

In the mean time, they realize that they haven’t completed download and they want to access the account again to see the history.

My question, How long DocuSign keep the document and is that possible for them to renew the old account so that they can access all history? THank you.

 

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.

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!


Hello ​@Fendri ,

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!


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