Merge Accounts

Hello @Ma. Cassandra,

Thank you for your reply. However, I must express that none of the answers provided so far have been satisfactory or aligned with the level of a company such as Docusign.

The argument that “Docusign identifies each signer by the unique email address used during the signing process” does not make practical sense when considering how legal signatures work. A signature—whether electronic or handwritten—ultimately depends on a human being for legal validity, either the individual signer or a duly authorized representative through a power of attorney. Basing identity exclusively and irrevocably on an email address is fundamentally fragile, as anyone can create an email address, which undermines the security rationale presented.

Moreover, changes of email due to company transitions, account deactivation, or any other organizational or personal need are normal and unavoidable, and should not prevent a user from consolidating or recovering access to their signing history. Many existing technologies already allow secure identity federation—such as SSO (Single Sign-On) and other identity-management frameworks—which could easily support a model where multiple emails can be linked to a single verified identity or key.

Therefore, the justification that email immutability is required for security does not hold, and the current limitation represents a weak point rather than a security feature. A more robust method would rely on document-based validation or identity confirmation mechanisms (e.g., government ID verification, biometric validation, etc.), instead of relying solely on an email address.

For these reasons, I cannot consider the answer provided as acceptable or aligned with best practices in identity management or the expectations customers naturally have from a company of Docusign’s size and importance in the digital-signature ecosystem.

I strongly recommend re-evaluating this policy internally instead of framing it as a feature request. This is not a convenience request, but a structural issue with real impact on users’ legal obligations and continuity of access.

Thank you again, and I hope this topic receives more serious and technical attention from the product and security teams.

Best regards,
Walter Delazaro Filho

Hello ​@delazaro 

Thank you for sharing your detailed concerns. I understand your points, and I appreciate the thought you put into explaining them. Based on current Docusign system design, it’s not possible to merge accounts or transfer signed documents from one email/profile to another. The best approach is always to update the email on the existing profile rather than creating a new account. If the new profile wasn’t used, it can be closed so the email can be updated on the original account.

For SSO users, an Org Admin must claim both domains before updating the email to keep all history intact. Additionally, envelopes belong to the sender, not the signer. This means the sender controls access and can retrieve documents even if the signer loses access to their email. The email used in the envelope is preserved to maintain the legal audit trail, which is why it can’t be changed afterward.

For your reference, please see this article.
Can I merge Docusign accounts?
 

Sincerely,

Ma. Cassandra | Docusign Community Moderator

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Hello ​@delazaro 

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Sincerely,

Ma. Cassandra | Docusign Community Moderator

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