Updated Email Address

Question

Hi. I recently asked my CFO and Treasurer to update their DocuSign email address to our company’s new email extension. They now have no access to their signed documents. If they kept the same account and only updated email address in profile, why aren’t they able to see their signed documents? Is there a way for them to gain access to them? Any guidance would be greatly appreciated.

Thanks,

Tammy

JohnSantos · Answer

@thoveyWhen a user changes their email address in DocuSign, it updates their profile but does not transfer ownership of documents directly associated with the previous email. This is because DocuSign considers each email address as a unique identifier for document access and ownership.The Account Admin (or a user with administrator privileges), can check the Account Users section to verify if they have duplicate user entries (one with the old email and one with the new one). If so, you need to check the old email address and change it in DocuSign. If it does not allow you to change it, close the new user and try it again.

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