Hello @yoshilj,

Thank you for reaching out here, we want to welcome you to the Docusign Community, I appreciate you bringing your question to this Community.

I apologize for any inconvenience that this might cause to the approver, we are committed to providing you with the best service possible. Thank you for bringing this matter to our attention, I understand that your approver is getting the prompt for setting up a password, but they already have it set up.

To clarify, is this also happening if they access the envelope through the email notification?

Have they tried the below troubleshooting:

• Clear cache/cookies
• Try a different browser(s)
• Try an Incognito window
• Try a different device
• Try a different Internet network, such as on a mobile device using data with Wi-Fi disabled.

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

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

Hi Christopher,

Thanks for your response. I think the approver only opens it from email notification. I will have them try doing the suggestions.

I’m not sure how their screen be like but can they also access from website to avoid the issue?

Thank you,

Yoshi

Hello @yoshilj,

Thank you for reaching back, if they access from the website they should not receive the password prompt, however, based on the screenshot they are logged in to the Docusign website, which is why I asked if the behavior was the same when accessing the envelope through the email notification.

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

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

Thank you Christopher for your help!

Hello @yoshilj,

Your welcome, let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

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