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I am trying to change my email address and when I type in the new email address, en error message comes up saying “This security information you are trying ro add is already registered.” 

How do I resolve this?

Thanks.

Basak

Hello @BasakC ,

Thank you for reaching out here in the DocuSign Community.

 

I’m sorry to hear that the system is not allowing you to change your email address, I understand it gives you an error.

 

Please try the below troubleshooting:

 

  • Clear cache/cookies
  • Try a different browser(s)
  • Try an Incognito window
  • Try a different device
  • Try a different Internet network, such as on a mobile device using data with Wi-Fi disabled.
  • Try using VPN, or if on one already, disconnect from VPN and try again

 

If the above does not work then that means the email address you are trying to use is connected to another DocuSign account, I recommend reaching out to support to figure which account that is and if can be closed: https://support.docusign.com/en/contactSupport  

 

  1. Select Open a Support Case at the top of the page.
  2. Select the Continue button beneath eSignature, Rooms, and CLM. Note: If you're a DoD customer, select DoD Customer Login.
  3. Log in using your Product credentials (email and password) and select Continue:
    1. The DocuSign Support Center requires login credentials for a Production account. The account can be a Trial account, but it must be in a Production environment (i.e., not a Demo or Sandbox environment).
    2. Have issues logging in? Try these troubleshooting steps.
  4. Select a Case Subject.Note: If you have multiple DocuSign accounts, a pop-up will appear. Select an account to continue.
  5. Select any of the resources under ‘Need Answers Fast?’ that address your issue.
  6. If that doesn't answer your question, select the Add Case Details button.          
  7. Complete the case form.

 

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!

Thank you, Nathaly.

Hello @BasakC ,


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!

Hi Nathaly, thank you. The tips you provided did not yield to a resolution and neither did contacting customer support - we tried for many days, and could not resolve, so tabling the issue for now. Thansks.

Hello @BasakC ,

 

Thank you for reaching back.

 

I’m sorry to hear about the unfortunate result of events. However, I understand, please let me know if any further help is wanted. Have a good day!

 

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!

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