Hello ​@hann. 

Thank you for reaching out, and welcome to the Docusign Community! I appreciate you bringing your question to this Community.

If the user knows the password for their personal Docusign account, ask them to try to log in directly through the Docusign login page (www.docusign.com) using Private browsing mode (incognito) or a different device. This may allow the user to access their personal account.

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Should you require any additional assistance, feel free to reach out. Thank you!

Regards,

Jenny | Docusign Community Moderator

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No success with this. 

We believe the account was created before domain capture. The old account is set outside our workspace. Any way we can bring it into our workspace?

Hello ​@hann.,

You mentioned that the user has a switch account option, which means that the personal account and the company account are under the same server. Switch Accounts will still allow them to reach that personal account (after they successfully log in to the linked corporate account through SSO).

If they have already tried the troubleshooting steps, I would recommend that the user open a support ticket so that our support team can check this further.  Open a Support Case

Regards,

Jenny | Docusign Community Moderator