User kicked into our workspace via SSO and lost their documents on their out-of-workspace docusign account under the same username

Question

A user in our org has been using Docusign outside of our workspace. Upon a recent login, it signed them in via our SSO/SAML. All previous documents lost. Attempted to “switch accounts” and keeps sending us to our own workspace. Is there a way they can login (non-federated) to access it and retrieve?

Jenny.Martin · Accepted Answer

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 themto try to log in directly through theDocusign login page (www.docusign.com) using Private browsing mode (incognito) or a different device. This may allow the user to access their personal account.I hope you find this helpful.If you believe this response effectively addresses your question, please click “Select as Best” to help other users with similar questions, locate it more easily.Should you require any additional assistance, feel free to reach out. Thank you!Regards,Jenny | Docusign Community ModeratorIf this helped, feel free to click "Best Answer"!

Jenny.Martin · Answer

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 CaseRegards,Jenny |Docusign Community Moderator

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