Account Reset | Lost All History and Unable to Access Support

Question

Hi,I urgently need help understanding what happened to my DocuSign account.I have always used my professional email address as my DocuSign account. Recently, when I logged in, my entire account appears to have been reset. It now looks like a completely new free/trial account with no history, no settings, no completed or sent envelopes, and no access to support.However, when I open old DocuSign notification emails and follow the direct links to documents or envelopes I previously sent, I can access those document flows. This confirms the documents still exist in the system and were originally associated with my email address.The issue is that none of this history appears when I log in through the DocuSign homepage. My dashboard is empty, as if it were a brand‑new account.What I need:Understanding of what might have caused this account reset	Restoration of my original account and full history	Assistance from DocuSign Support (which I currently cannot access because the system classifies my account as free)This is extremely urgent because I need access to my historical envelopes for ongoing business processes.Thank you in advance to anyone who can help or escalate this issue.

Ma.Cubio · Accepted Answer

Hello ​@Gabriel BBThank you for reaching out, and welcome to the Docusign Community! I’m really sorry you’re facing this - it must be incredibly stressful and frustrating to suddenly lose access to your account history, especially when you urgently need those documents for ongoing work.To help me look into this further, please send me a private message with the following details:Account nameAccount number in questionEmail address associated with your accountCase number (if one has already been created)Once I have this information, I’ll follow up to address your concern appropriately.Sincerely,Ma. Cassandra | Docusign Community Moderator

Ma.Cubio · Answer

Hello ​@Gabriel BBThank you for providing the details I need. When I usethe information you provided,it only pulls upa free account. Do you still remember how much you were paying for the subscription before?Sincerely,Ma. Cassandra| Docusign Community Moderator

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