Nonprofit account sign in and loss of envelopes

Hello ​@lightningwhite,

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and assure you that we are fully committed to providing you with the best service possible. 

Apologies for the late response and for the inconvenience you experienced trying to sign an envelope. 

Envelopes get routed to accounts that are closest to the sender's account server, and that is active. So what happened here is that you probably have more than 1 account activated, and you are probably logged into another account that is not related to the account that the envelope that was sent. I would recommend confirming if deleting the cache and cookies helps.

If not, please contact Customer Support to see if there are any active accounts, other than your main one, and have them deactivated. Once you have that done, contact your Sender to have them resend the envelope.

I would recommend having the sender delete your recipient tile and re-add it through a correction: https://support.docusign.com/s/document-item?bundleId=oeq1643226594604&topicId=ztq1578456332318.html&_LANG=enus

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Best regards,

Ma. Cassandra | Docusign Community Moderator

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