Hi @Margie !

If you have already performed the basic troubleshooting such as: checking filters in Inbox; checking if this user actually received envelopes after Jan/24; if this user is accessing the correct account; if this user accidentally deleted the envelopes, and other simple things, so I believe that this specific user may have two or more accounts linked to the exact same email address and the envelopes after Jan/24 are going to this new account.

Users can create more than one account linked to the same email address, including trial and corporate accounts. To check this situation, the best way is to ask this user to open a ticket with the Technical Support team, where they can investigate and check how many accounts are linked to this user. If possible, ask to open a ticket by sharing the ID of an envelope that was sent after Jan/24 and is not showing in their inbox.

I hope this can help you!

Hi @Margie,

I hope you are doing well.

I would like to confirm if you were able to solve your issue by utilizing the solution that was suggested or if the information that was 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, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

Christopher | Docusign Community Moderator

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