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I urgently need help recovering access to my DocuSign account.

I’ve lost access to the secondary email address used for two-step verification, which was linked to my account. Although I was able to update my primary email and recover my documents, I’m now stuck because the system still requires verification via the old email address I can no longer access.

I've already tried contacting support, and even spoke with someone named Freddy from Costa Rica, but I still haven’t received a working solution.

I’m losing valuable business due to this issue.
Is there any way to completely remove or replace the old verification email so that I can fully access my account and continue using DocuSign?

I am willing to verify my identity in any way necessary.

Thank you in advance for any help or guidance the community can provide.

Best regards,

Hello ​@marco.realestateklein,

Thanks for reaching out here in the Docusign Community—great to have you here! We're sorry to hear about the access issues, and the situation is understandably frustrating. 

Unfortunately, if you loose access to the email used for your 2FA, there is no direct option to simply remove or replace that verification within the system. This security measure is in place to protect your account from unauthorized access.

The only viable way to regain access in this situation is to temporarily recover access to the original email address for the 2FA. We recommend contacting your IT department or your email service provider to see if you can regain control of that email account. Once you have access, you can complete the 2FA process and update your security settings accordingly.

Here if you need us!

 

Sincerely

Jenny | Docusign Community Moderator

If this helped, don’t forget to click “Best Answer”!

 

Hello ​@marco.realestateklein,

I hope you're doing well. I'm following up on the above solution provided. Could you please confirm whether it addresses your question? If it did, can you please mark it as Best Answer ✅" to assist other users with similar inquiries and improve its visibility. Let us know if we can help with anything else. Wishing you a smooth rest of your day! 

 

Regards,

Jenny | Docusign Community Moderator

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