Unable to download documents sent externally to a shared account

Hello ​@AnissaBCore,
 

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. 
 

Shared access offers users the ability to send and manage envelopes on behalf of another user on the account. Administrators can select the Manage Shared Access option to manage which users have access to the envelopes of a specific user.

While the existing shared envelopes options allows managing envelopes on behalf of other users, shared access also allows users to share draft envelopes, move the shared envelopes, create custom folders, and view which users have access to the envelopes.

Note: The options on the Actions menu for Share envelope with a user and Share user’s envelopes are now on the Manage Shared Access page. Shared envelopes is now in maintenance mode and will no longer be updated. Contact your account representative for more information.

For auditing which users have access to other users' envelopes, you can monitor events in the Audit Logs page. The Audit Logs page shows a log entry for every time the shared access settings are changed in an account. For information about shared access events in audit logs, see Shared Access Events in Audit Logs. For more information about audit logs, see Audit Logs.