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I am the only person on a personal account that I used for business. I no longer have access to the email address and now can not complete the 2FA to access my account. I also can not access the account to place a support ticket! How do I access MY account without this. Based on previous responses I see the answer is I can’t and if that is the case, how do I cancel my account since I can’t use it, but have paid for it!?
Solved
I am the only user on an account and no longer have access to the email associated with my log in.
+1- New Voice
Best answer by Jenny.Martin
Hello
Thank you for replying,
If two-factor authentication (2FA) is still active on your account, only you can turn it off from within your Manage Profile. Here’s the official guide that walks you through the steps: 👉How to Turn Off Two-Step Verification. Support cannot disable it. What they can assist with is device verification, which is a separate process that confirms whether the device you're logging in from is trusted—but it doesn't replace or override 2FA.
To manage or disable 2FA, you’ll need access to the email or phone number originally linked to your account. Regaining access to that email or number is the only way to resolve it.
As mentioned above, cancellation request and refunds will need to go through our Support team directly: 👉 Open a Support Case
Best Regards,
Jenny | Docusign Community Moderator
- Community Moderator
Hello
Thank you for reaching out to the Docusign Community! We're sorry to hear about the access issues and cancellation request, and the situation is understandably frustrating. We’re here to help where we can, but because this Community space focuses on general guidance, any cancellation request and refunds will need to go through our Support team directly: 👉 Open a Support Case
You mentioned you cannot open a support case. We have a workaround that will help you open a support case and get the assistance you need:
Go here: Get Support. Do not log in to Docusign. Use the bottom part of the page under More support options > I can't access my account > Other Issues. Provide a complete description of the issue.
If you encounter any challenges during this process, please send me a private message with your name, email address, and account number. Here if you need us!
Sincerely,
Jenny | Docusign Community Moderator
If this helped, don’t forget to click “Best Answer”!
- Community Moderator
Hello
I hope you are doing well. I want to confirm if you need further assistance. Feel free to let me know, and I will gladly help you address the situation as soon as possible.
Regards,
Jenny | Docusign Community Moderator
+1- New Voice
Yes, I have received several communications from support staff, but still have the same issue. They keep telling me that the 2 factor authentication is off and every time I try to log in it is sending emails to my old email for verification. This has happened 4 times now and still no resolution!
- Community Moderator
- Answer
Hello
Thank you for replying,
If two-factor authentication (2FA) is still active on your account, only you can turn it off from within your Manage Profile. Here’s the official guide that walks you through the steps: 👉How to Turn Off Two-Step Verification. Support cannot disable it. What they can assist with is device verification, which is a separate process that confirms whether the device you're logging in from is trusted—but it doesn't replace or override 2FA.
To manage or disable 2FA, you’ll need access to the email or phone number originally linked to your account. Regaining access to that email or number is the only way to resolve it.
As mentioned above, cancellation request and refunds will need to go through our Support team directly: 👉 Open a Support Case
Best Regards,
Jenny | Docusign Community Moderator
+1- New Voice
If you refer back to my original post, I don’t have access to my email, I am the only one on the account as I am self employed and closed that business and no longer have that email. I can’t even cancel my account without getting logged in, so I am stuck in perpetual hell with your company! Can someone please call me? This back and forth on forums and via email isn’t working!
- Community Moderator
Hello
We're sorry to hear about the cancellation request, and the situation is understandably frustrating. We’re here to help where we can, but because this Community space focuses on general guidance, account cancellation will need to go through our Support team.
Since you mentioned that you already submitted a ticket, could you please provide the case number? This will allow me to follow up with support directly and ask them to give you a phone call to assist you further.
Best Regards,
Jenny | Docusign Community Moderator
- Newcomer
Hi. I’m stuck in the same cycle. I have a paid membership through a previous email to which I no longer have access. I want to cancel that membership. Nothing seems to be working. Suggestions?
- Community Moderator
Hello
We’re sorry to hear about the cancellation, and we recognize the frustration when there is no clear path to resolution or contact. Your concern is completely understandable, and we know the importance of getting this straightened out. To further assist and to protect your privacy in this public forum, may you please send me a private message with the following information:
Name:
Account Number:
Email linked to the account:
Looking forward to your update. Here if you need us!
Sincerely,
Jenny | Docusign Community Moderator
- Community Moderator
Hello
I hope you are doing well. I want to confirm if you need further assistance. Feel free to let me know, and I will gladly help you address the situation as soon as possible.
Regards,
Jenny | Docusign Community Moderator
- Newcomer
Thanks, Jenny. I finally sorted it out. I had to call in to the sales line and beg the sales rep to connect me with a live service agent which, thankfully, she did. The service agent closed that old account for me and stopped the billing going forward. Unfortunately, Docusign had already taken the next year’s fee from my card and would not issue a credit. Not a good system. Not good service. I’m moving my business to a different platform.
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