My documents have disappeared!

Update- I’m currently in an email chat with docusign customer service. 

Case Number: 14216374 by Silvia | Core Support Expert

6:08AM- Initial email to docusign customer support

8:35AM customer service asked for my account information. 

8:42AM I provided my account information

9:18AM I requested a confirmation that my 8:42AM email was recieved

10:22AM I’m still waiting for a reply to my 8:42AM email

11:33AM Still wating for a reply to our 8:42AM email

6:08AM- Initial email to docusign customer support

8:35AM customer service asked for my account information. 

8:42AM I provided my account information

9:18AM I requested a confirmation that my 8:42AM email was recieved

10:22AM I’m still waiting for a reply to my 8:42AM email

11:33AM Still wating for a reply to our 8:42AM email

01:06PM Still wating for a reply to our 8:42AM email. Clicked the Contact Support link and submitted a new request for service.

How do I find documents that were in Docusign but are not there anymore? 

6:08AM- Initial email to docusign customer support

8:35AM customer service asked for my account information. 

8:42AM I provided my account information

9:18AM I requested a confirmation that my 8:42AM email was recieved

10:22AM I’m still waiting for a reply to my 8:42AM email

11:33AM Still wating for a reply to our 8:42AM email

01:06PM Still wating for a reply to our 8:42AM email. Clicked the Contact Support link and submitted a new request for service.

7:55PM Response from a new customer service representative named Cassandra. This is the 3rd rep. that responded. Still missing hundreds of documents (erased) as of this moment.

11:18PM The customer rep. responded with their conclusion which is that “only the adminitrator can delete envelopes”. I replied requesting a more experience customer service rep. I’m the only adminitrator and I’m sure they can look at something to see that nothing was deleted by me. In fact, it’ll likely take countless hours to manually delete all of the file we had stored in docusign. 

 Hi @Frantic,

Welcome to the Docusign Community!

I am sorry to hear that you haven’t been able to locate your envelopes, but I will assist you in finding it. The best course of action would be to access the missing document through the email notification’s link. Once there, you will be able to find the Envelope ID, either at the top of the document or, by clicking on Other Actions>View History. With the envelope ID you will be able to access the envelope by pasting it into the following URL:  https://app.docusign.com/documents/details/{envelopeid} 

For detailed steps on this process, see:

Locate a Docusign envelope ID

If the envelope has no folder listed, this could be the cause behind why it is not included on your Agreements page. To correct this behavior you can move the envelope to the correct folder by following the instructions below: 

Move Envelopes Into Folders

Another possible root cause would be having multiple users related to the same email address, under these circumstances Docusign Support can assist in generating an accoutn specific password reset link. Please include your example envelope ID as part of your case description, as this will be required to locate the account where the documents were saved. 

Feel free to let us know if you need further assistance with this. 

Thank you for using Docusign, we hope you have a wonderful rest of your day! 

Best regards,

Alejandro R. | Docusign Community Moderator  

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

​Hi @user092324,

I hope you are doing well.

I would like to confirm if the suggested solution answers your question?           

If so, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Otherwise, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,   

Alejandro R. | Docusign Community Moderator   

"Select as Best" below if you find the answer a valid solution to your issue!