I have a paid account (for 3 years now), and this just recently happened to me. I cannot find the documents I sent anywhere in Docusign. 

I was going to go ahead with a paid subscription because in the past I had used Docusign as a mere signer of documents but when I needed this time to create something felt it was very easy to use and fluid but with this problem I’m super reluctant to move into a paid version…
But did they solve it? How was customer support?

I'm sorry that your Docusign experience wasn't what you expected. Let me try to help you solve this problem!

Firstly, I’d like to say that envelopes do not “disappear” from the Docusign platform. There is a series of metadata and security that allows you to track everything that is happening in that transaction. Therefore,  that it’s possible to locate the history of it.

1. One of the most common possibilities for not locating the envelope is searching in the wrong folder or using filters. Therefore, the first tip I give you is if you are really the sender of the envelope, access your Sent Items box (Manage menu) and check that you do not have active filters. Watch this video for more details: eSignature: How to Manage Envelopes
    
2. Another tip is to check if your account administrator has not created an automatic Custody Transfer rule in your account, that is, as soon as you send the envelope it is automatically transferred to another user. See more information here: Custody Transfer Rules
    
3. If you still cannot locate the envelope, another possibility is to obtain the envelopeID number and search using it. Every transaction carried out on Docusign receives a unique ID number. See how to locate the ID through this article: Locate a Docusign envelope ID
   Once you have the envelopeID, simply return to your Manage menu from the account that sent the envelope, access the Sent folder and search using this number. If you prefer, you can insert the envelopeID number at the end of this URL: https://apps-d.docusign.com/send/documents/details/(completed envelopeID number with dashes)

Let me know if you managed to resolve the issue!

Hi @Jenniferm126 ,
the same instructor provided to Rodrigo can be applied to you. Please, review all details above and let me know if worked for you too!

I sent 10 DocuSign envelopes out this morning and they are nowhere to be found, not in Sent, Drafts, or showing up under manage. Where are my envelopes?

Hi @Cait Lewis !
Since I'm not a member from Docusign Customer Support team, I don't have much access to check. However, checking the website status.docusign.com so far there has been no incident reported until now, but I will keep an eye out if more people report this through the Community.
In the meantime, also try to follow my suggestions that I provided above. I hope they can help you with this!

If you prefer, you can open a ticket with the Customer Support and report what is happening with your account.

I have also had a paid account for several years and had the same issue for the first time this morning. I was able to find it by searching by the envelope ID and moving it to “sent,” but I hope this issue doesn’t persist. Sent envelopes should appear in the sent folder automatically.

I am having the same issue.  I sent two envelopes this morning, and neither are showing up anywhere.  I have no filters on and I’ve checked every folder.

Hello all,

I am experiencing the exact same thing. Paid DocuSign account for two years. I sent and completed envelopes yesterday that show up in my inbox. But those I sent and completed this morning are not in any of my folders. 

I performed tip 3 from Vinicius.Rodrigues below. IT worked to pull my envelope into the inbox and sent folders. 

BUT this is still an issue that we all need to open tickets for. Because I have the Life Science (Part 11 compliant) DocuSign account. Envelopes not showing up is not acceptable. This also makes me wonder if the envelopes will show up during a DocuSign Retrieve activity. 

Delia

We are having the same issue.  This is not a user issue.  The tips are not working. It is a DocuSign bug - please fix it.  We have used DocuSign for years and this is occurring. @Vinicius.Rodrigues 

Same thing is happening to me! I sent 5 emails about 10 minutes ago and now I cannot find them.

I am also having the same issue, I have changed browser, cleared cookies and have not changed anything about how or what I do when creating docs for approval. I had this issue a while back with my searches not finding what I was looking for. I am now having the same problem again. Just today, it worked fine Saturday and now everything that I did today is not found. What makes it worse is you have no one to call who can quickly look into the issue. This is also not a user issue. You can not look for an envelope id number because your envelope is missing. I tried creating a new one, it was there then when I refreshed my screen it was gone. I am at a virtual standstill until this issue can be fixed. 

I sent out 5 envelopes this morning, They have been signed by all parties and I cannot find any of them. 

This is an issue; a call back after 3 hours is not acceptable in this case. I have been a user for 3 years now.

Paid account here too and the EXACT same thing is happening to me as well!  I can’t see any of the Sent envelopes or Completed envelopes from today.  They just aren’t there.  Tried all the “solutions” too of clearing cache and cookies or changing web browser and NOTHING is working!  Lucking I’m still receiving email notifications for the Completed envelopes and am able to access them from the email but if I try to search for them in my account, there is nothing.  So frustrating!  

Very frustrating. All I received was an emails saying we will be in touch in 3 hours ??

Hi all!

Docusign identified a bug related to this issue, and since it’s impacting customers an incident was opened - as showed below:

 If you’d like to follow and receive updated about this bug, please access https://status.docusign.com/incidents/1dbph1zg44rw. Or, if you prefer, you can check on our status.docusign.com website.

Additionally, we encourage impacted customers to open a ticket reporting the issue, so the support team can map each impacted customer and offer personalized assistance once the issue is resolved.

We appreciate each of you reporting this issue and we apologize for the inconvenience! 

Hi @RodrigoRodrigues @Jenniferm126 @Cait Lewis @J. Hamilton @david.geldermann @Delia Snyder @AMarina @Terri @Flora.Wilkerson @Marcie S

Update: Incident IM-39778 has been resolved. The Docusign development team was able to identify the problem and fix it promptly. No new envelopes sent from now on will be affected!

Regarding envelopes that were previously sent, some are being restored automatically, others will require manual action (to move do sent items again).
To know which envelopes you sent during this period, we recommend that you obtain a list through the Envelope Report. When you find the envelopeIDs, you can access them using the URL https://apps-d.docusign.com/send/documents/details/(completed envelopeID number with dashes) as long as you are part of the envelope flow (as recipient or sender).

If you want more information or require further assistance, please contact our Customer Support team mentioning incident IM-39778 in the subject of the ticket.

We are sorry again for what happened!

Amazing stuff! Duly handled and solved! Congrats!