Cannot log into Work DocuSign Account

Hi ​@Jebals90— thanks for reaching out!

It’s completely understandable that you want to regain control of the account so your operations aren’t disrupted.

It sounds like there’s only one Administrator on the account, right? Here’s the guide on how to change the email address on a DocuSign account 👉 Change Your Email Address

Making this update generally requires access to the account. For your situation, the next steps depend on your setup:

• If your account is part of an Organization with a claimed domain, an Org Admin can update the email address for you.

• If you have a department IT email administrator, your IT department can take over the email address/account or set up forwarding from the previous admin’s inbox. Mail administrators can directly access the inbox of any user under the company domain. This is often necessary when resetting the password since the reset email will still go to the old admin’s email. Once successfully reset, follow the article Change Your Email Address.

• If SSO is enabled, email address changes should be made within your organization’s Identity Provider (IdP).

However, if the account was created using a public email domain (e.g., hotmail.com, gmail.com, outlook.com, Charter.net) DocuSign Support will not be able to help you regain access to the account.

For reference:

How do I update my email address in my Docusign account?

How do I change a Docusign account email address?

You can send me a direct message with the account details so we can check which options apply to your situation. Since this is a public forum, we can’t discuss any account information here. If you prefer, you can also reach out directly to Customer Support for assistance 👉 How do I contact Docusign Customer Support?

Here if you need us!

Sincerely,

Melanie | Docusign Community Moderator
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