Missing all documents in Docusign

Hello ​@Zhu215,

Thanks for reaching out here in the Docusign Community—great to have you here! I understand you're encountering difficulties accessing your signed document and locating folders in DocuSign.

Based on the error message you received and your description, one possible reason for this issue is an account mismatch. This typically occurs when the DocuSign account you're currently logged into does not match the account associated with the envelope or document.

Since you mentioned that envelopes are missing from all folders, it’s possible that you’re logged into a different DocuSign account than the one originally used to send or receive those documents. We recommend the following steps:

1. Log out of DocuSign completely, then log back in using the exact email address that received the signed document notification.

2. Clear your browser cache and cookies, or use an incognito/private browsing window to avoid session conflicts.

3. If your organization uses multiple DocuSign accounts, confirm with your admin your account number.

Article: Authentication Error: Login information provided does not match the account for this envelope

I hope this is helpful. If you consider the response above useful, can you please mark it as Best Answer ✅to help other users with similar questions, locate it more easily. Should you require any additional assistance, feel free to reach out. Thank you!

Best Regards,

Jenny | Docusign Community Moderator

If this helped, feel free to click "Best Answer"!

Hello ​@Zhu215,

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