First, on my secondary Docusign account, I revised my SecondEmailAddress@host.com email address to ThirdEmailAddress@host.com). That didn’t release the gmail address for re-use on Docusign.
Then, I deleted my secondary Docusign account. That also didn’t release my gmail address.
I have waited for a couple weeks and I get the same error message every time I try.
Anyone have tips for how I can free up SecondEmailAddress@host.com so I can use it again on my main Docusign account? Sadly, for eSignature consumer users, Docusign doesn’t provide any way to open a case or engage with support.
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@Ponce1000
You’re seeing this because DocuSign retains email ties after account changes. Wait at least 30 days post-deletion/update. If it’s already been more than 30 days, go through the DocuSign Support path to request backend clearance. There’s no self-service option to force-release an email once it's been tied to any account history.
Thanks - will wait 30 days. My research had indicated 48 hours, so this is helpful.
Hello @Ponce1000,
I hope you are doing well.
I want to confirm if you were able to solve your issue by utilizing the suggested solution or if the information provided was useful.
Let me know, and I will gladly help you address the situation as soon as possible.
Best regards, Ma. Cassandra | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!
Hi Ma.Cubio,
I’ve waited over 30 days and yet I still cannot revise my email address; I get the same error I originally reported.
Hi @Ponce1000 — thanks for raising this. I’m sorry to hear that the issue is still unresolved. If the email address is already tied to any DocuSign account, it cannot be used as the primary email for a new or other account. The workaround I’m thinking of is either closing the existing account or changing the email attached to it to a different email not tied to any DocuSign account. Then, you can use the old email to create a new account or to link to an existing account.
Let me know if you need further help. Thank you.
Ma. Cassandra | Docusign Community Moderator Mark as “Best Answer” if this helped clarify things.
I have tried all of your suggestions already. I deleted the account with the email I want to re-use over 30 days ago.
Hi @Ponce1000 — thanks for raising this.
I’m sorry that the issue is still unresolved, but to further check, we highly recommend that you submit a support case to check if the account that should be deleted has been properly deleted in the system. That way, you will be able to use the email to a different account.
If you’re having issue creating support case, kindly follow the work around below. To submit a case without logging into your account by using the “I can’t access my account” option at the bottom of the page and providing complete details of the issue in the Case description.
Please let us know if you require any further assistance. Thank you!
Ma. Cassandra | Docusign Community Moderator Mark as “Best Answer” if this helped clarify things.
Thank you - I wasn’t aware of that link. I’ve submitted a case.
Hi @Ponce1000,
May I ask for the case number so I can follow up on your behalf?
Ma. Cassandra | Docusign Community Moderator Mark as “Best Answer” if this helped clarify things.
I didn’t receive a case number on the web confirmation page. And I don’t see one in my email (yet).
Hi @Ponce1000,
Kindly check if the email goes to your spam or junk folder. Thank you!
Ma. Cassandra | Docusign Community Moderator Mark as “Best Answer” if this helped clarify things.
Hello @Ponce1000
How are you? I'm checking in to see if you still need assistance. If yes, kindly reply here with more context or confirm if the issue has been resolved.
If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!
Ma. Cassandra | Docusign Community Moderator Mark as “Best Answer” if this helped clarify things.
Nothing has solved the problem (just reproduced it). I tried opening a case via the support form you mentioned. But never received a confirmation.
Hello @Ponce1000 I'm sorry that the issue is still unresolved. Do you have a case number for me to follow up on your behalf?
Ma. Cassandra | Docusign Community Moderator Mark as “Best Answer” if this helped clarify things.
Thanks for the offer to help. Sadly, we’re going in circles on this. I submitted the support form you had originally suggested many weeks back and never got an email confirmation with a case or reply.
I just submitted the form again and while I do get a web conf page (w/o a case number), I do not receive any email confirmation (like the first time I tried). See screenshot.
@Ma.Cubio - This time I did get an email with a case number. Their suggested solution didn’t work, so I provided more info.
Case: 15516819
Hello @Ponce1000 I followed up on your ticket, and our support team would like to investigate further to see if this is related to a bug.
We ask you to provide API logs and HAR files. Could you check your email and respond to the support expert? Thank you!
Ma. Cassandra | Docusign Community Moderator
I just provided the files requested back to the support agent.
Hi @Ponce1000 Awesome! Thank you so much for providing those files. No worries. I’ll follow up on this and get back to you soon. Thank you!
Ma. Cassandra | Docusign Community Moderator
The problem is solved. I didn’t realize I had used the problem email address as an “additional email” on my primary account. Once I removed it, I was able to use it for my primary email. I could have avoided all of this if the error message were a bit more detailed.
Thanks for helping with this issue!
Hi @Ponce1000
That’s great to hear—glad things are working now. If anything else comes up or you hit another roadblock, don’t hesitate to reach out here in the Community.
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