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How to reuse an email address previously associated with another acocunt.

Forum|Forum|1 year ago
May 5, 2025
21 replies
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Until recently, I had two Docusign accounts. I’ll use fake email addresses below to describe the situation and problem.

The login for my long-standing Docusign account is: FirstEmailAddress@host.com

At some point, I created a second Docusign account with: S econdEmailAddress@host.com - this account only ever had one envelope in it.

A couple weeks ago, I tried a combination of actions to get the S econdEmailAddress@host.com released so I can use it on my main account (i.e., would like to revise FirstEmailAddress@host.com to S econdEmailAddress@host.com).

First, on my secondary Docusign account, I revised my S econdEmailAddress@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.

When I try to revise FirstEmailAddress@host.com to S econdEmailAddress@host.com, I get an error message: "This security information you are trying to add is already registered”

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 S econdEmailAddress@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.

Best answer by Ma.Cubio

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.

https://support.docusign.com/s/contactSupport?language=en_US&rsc_301

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.

JohnSantos

Guru

@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.

Welcome to the DocuSign Community! Your feedback is highly valued. If you find my response helpful, please give it a "Like" and consider marking it as the "Best Answer" to assist others with similar issues.

P

Ponce1000

Author

Conversation Starter

Thanks - will wait 30 days. My research had indicated 48 hours, so this is helpful.

M

Ma.Cubio

Community Moderator

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!

P

Ponce1000

Author

Conversation Starter

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.

M

Ma.Cubio

Community Moderator

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.

P

Ponce1000

Author

Conversation Starter

I have tried all of your suggestions already. I deleted the account with the email I want to re-use over 30 days ago.

M

Ma.Cubio

Answer

Community Moderator

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.

https://support.docusign.com/s/contactSupport?language=en_US&rsc_301

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.

P

Ponce1000

Author

Conversation Starter

Thank you - I wasn’t aware of that link. I’ve submitted a case.

M

Ma.Cubio

Community Moderator

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.

P

Ponce1000

Author

Conversation Starter

I didn’t receive a case number on the web confirmation page. And I don’t see one in my email (yet).

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