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Missing Account

Forum|Forum|1 year ago
March 14, 2025
6 replies
203 views

What happened to my account? I went to login and it said that I don’t have an account with you under that email even though I have an annual subscription. I created a new account under the same email and all of my templates and agreements are gone.

Best answer by marco.tanglao

Hello @MMaxwell

Thank you for reaching out here in Docusign Community.

Please follow the guide in opening a case so that we can further check the accounts associated with your email and from there we should be able to find the account that you are looking for.

How do I contact Docusign Customer Support?

Important Changes to Docusign Support

If you found the 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,
Marco Paulo | Docusign Community Moderator

Hengfeng Ge

Hero

I think you should create a case with support team. Please reference this document : How to open a case with support team. https://support.docusign.com/s/articles/How-Do-I-Open-a-Case-in-the-DocuSign-Support-Center?language=en_US

FreeLink/甫连信息
🌍 DocuSign Partner | Partner Profile
🌟 The only DocuSign Partner globally certified as both a Certified eSignature Administrator and eSignature Technical Consultant
🏆 DocuSign 2024 APAC Reseller Growth Partner of the Year
💡 Ranked #1 in the OG All Star category in DocuSign Community Wrapped 2024
📊 DocuSign Community Leaderboard Top 5 contributor
🚀 Expertise in DocuSign integrations with on-premises systems for leading enterprises across various industries
🔗 Connect with me on LinkedIn: https://www.linkedin.com/in/gehengfeng/

Welcome to the DocuSign Community! Your feedback is highly valued. If you find my response helpful, please give it a "Like" and consider marking it as the "Best Answer" to assist others with similar issues.

M

MMaxwell

Author

New Voice

I tried. It says I need a paid account which I find weird because I have a paid subscription.

Hengfeng Ge

Hero

Have you provided the payment record with the support? Is the email correct which you subscribe the plan? Can you find the active email in your mailbox?

FreeLink/甫连信息
🌍 DocuSign Partner | Partner Profile
🌟 The only DocuSign Partner globally certified as both a Certified eSignature Administrator and eSignature Technical Consultant
🏆 DocuSign 2024 APAC Reseller Growth Partner of the Year
💡 Ranked #1 in the OG All Star category in DocuSign Community Wrapped 2024
📊 DocuSign Community Leaderboard Top 5 contributor
🚀 Expertise in DocuSign integrations with on-premises systems for leading enterprises across various industries
🔗 Connect with me on LinkedIn: https://www.linkedin.com/in/gehengfeng/

Welcome to the DocuSign Community! Your feedback is highly valued. If you find my response helpful, please give it a "Like" and consider marking it as the "Best Answer" to assist others with similar issues.

M

marco.tanglao

Answer

Docusign Employee

Hello @MMaxwell

Thank you for reaching out here in Docusign Community.

Please follow the guide in opening a case so that we can further check the accounts associated with your email and from there we should be able to find the account that you are looking for.

How do I contact Docusign Customer Support?

Important Changes to Docusign Support

If you found the 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,
Marco Paulo | Docusign Community Moderator

M

marco.tanglao

Docusign Employee

Hello @MMaxwell

I hope you are doing well.

I want to confirm if you were able to solve your issue by utilizing the suggested solution or if the information provided was useful.

If so, please mark it as the "Best Answer ✅" by clicking “Select as Best” to make it easier for other users to find.

Otherwise, let me know and I will gladly help you address the situation as soon as possible.

Best regards,
Marco Paulo | Docusign Community Moderator

M

MMaxwell

Author

New Voice

This has been the worst experience ever. Support sent me to sales, sales said they can’t help and closed my case. They put my old account in limbo and I can’t use that account even though I never closed the account. I’ve been on annual subscription for years. They said that my personal email account was apart of an enterprise account, which is wrong. I never gave any enterprise permission to use my personal email account for anything.

Now support won’t let me log in to reopen a new case to get this resolved. All I want to do is use my templates which are stuck in the account that they closed. How was I able to open a new account under the same personal email address? It makes no sense.

I don’t understand why they can’t migrate them when their system removed my email in the first place. I’m on annual subscription, I never authorized anyone to close that account under my personal email address.

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