I cannot find my completed documents

The folders there default to viewing the last 6 months.  You’ve tried increasing that timespan?

Within the default timespan I should see the document that I signed earlier this morning in the Completed folder. I changed the timespan to all time and the latest completed document is from September 2024. Searching my email for Completed Docusign emails I see completed documents from March and April 2025 but the links don’t work and my logged in dashboard does not have the completed documents.

My expectation is all completed documents I sign — that were sent to the same email address as my DocuSign account — should appear in my Completed folder. Is this wrong?

No, that’s not wrong, you should have access to them.  That said, I know it is possible to have one email address associated to multiple accounts. 

Example: Guy Mann signs up for a personal DocuSign using guy@email.com as his email address.  Sometime later, Guy gets hired to work for an employer that uses DocuSign.  The admin of the employer’s account creates a user for Guy and uses Guy’s guy@email.com address.  Guy@email.com gets an invitation email to join the employer’s account.  Guy clicks through and activates the user.  Now guy has one email, but it is associated to two different users and accounts.  When Guy is logged in, if he clicks on his profile pic/initials, there is an option to “switch account” where Guy can flip between all the accounts he is associated with.  He can also set which account he signs into by default.  He will have a different inbox, sent, completed etc folders in each account.

Could your March/April emails possibly be under a different account?

Even if the envelopes are gone, if you run an envelope report, does it show them?

At the company I work for, we’ve had missing envelopes be listed in reports but not found under the user.  We open a support ticket with DocuSign with the envelopeID we obtained through a report, and DocuSign is then able to restore/show the envelope in the Completed folder.

Thanks for following up and your persistence. You may be on to something with the multiple accounts thing, but clicking around in the dashboard for my logged in account, I don’t see any mention of alternate profiles for this email address.

Envelope report - I looked through my account dashboard for this exact wording but didn’t find anything. Can you direct me to where I can find it?

I think I need to escalate this to support and which leads me onto my current problem - I’m unable to send them a message. If I click “Open a Case” on the help center page I get taken to a landing page where it asks me to log into my support account with two choices on account type, neither of which work — how would I know which to pick, none of the terms make sense to me — selecting the “eSignature, IAM Applications, Rooms, CLM, Notary” option shows me an error saying “Unable to login”, while the option “CLM.CM (SpringCM), Protect & Sign, Insight & Analyzer (Seal)” takes me to a page which doesn’t accept my account login details. But I wasn’t confident it would accept them anyway.

Choose the eSignature option.  It is technically DocuSign eSignature, but a lot of people just call it DocuSign.  Like when they say “open the pdf in Adobe” but they mean “open the pdf in Adobe Acrobat”.

As for the multiple accounts/one email, top right-ish when you’re logged in is your profile picture.  If you click on that, window should open with options like My Preferences, Feedback, Logout.  If you have multiple accounts associated with that email, then above My Preferences should be another option Switch Account.  Is that an option on your screen?

As for Reports, I use a corporate account so my UI might be slightly different.  But along the top, do you see Home, Agreements, Templates, Reports, Help tabs?  If so, click onto Reports and then find the Envelope Report.

Okay thanks for the clarification on the product name. When I pick the eSignature option I get a Log In error page, no form for me to enter details. It states “Unable to log in. If this is your first login attempt after purchasing a DocuSign plan, allow 15 minutes for account creation before accessing your account.” I haven’t purchased a DocuSign plan, and I’ve been seeing this error for weeks, so it’s something else. And perhaps the underlying issue is also causing the “missing” completed documents. I’m hoping support can help me - I just need a way to contact Support! The irony that I can’t contact Support to contact Support about an issue.

I checked the drop down menu under my profile picture but there is no Switch Accounts entry. I found the Support Page for Multiple Accounts and it showed screenshots for what you described.

Looking at some of the support documents it sounds like Envelope Report may be part of the administrators view in corporate accounts. Thanks for your help.

Hello ​@k1llpack,

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