Signer can't sign - used to have a Docusign License

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I sent a document for signature to someone that used to have a paid Docusign license account.

When they try to sign, it tells them they no longer have access to Docusign Prod.

It seems like Docusign remembers they had a licensed account before but it’s not active so it won’t let them sign.

How do you fix this so they can sign as if they didn’t have a Docusign account?

eSignature

V

VConsult

Author

Newcomer

P.S. They’ve cancelled their Docusign account.

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N

nathaly.monge

Docusign Employee

Hello @VConsult ,
Welcome to the Docusign Community and thank you for posting your concerns!

My apologies for the late reply!

Are they being requested to login?

If so, by any chance does your account have a login requirement?: Authentication Settings
Let me know if this helps. If you need a little more assistance, please provide more details about what’s going on.

Best regards,
Nathaly | DocuSign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

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N

nathaly.monge

Docusign Employee

Hello @VConsult ,

Are you able to provide the information that I previously requested? If so, please do so in a reply to this question so that I am able to further assist you with your issue.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

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You can login or register as either a Docusign customer or developer. If you don’t already have a Docusign customer or developer account, you can create one for free when registering.