New Voice

Question

Circular Nothing

6 replies
44 views
Translate All

I have a free Docusign account. I have recently executed multiple docusign documents which were sent to the same email as the one I use for my Docusign account. At the end of the execution process, I get a link to take me to the fully executed document and when I click it I get a “link broken” message. My docusign account has no agreements in it at all despite all of the executions I have recently performed.

From what I can gather, I must pay Docusign for technical support.

Is this a common occurrence? That a user’s executed documents get thrown into a black hole from which they can only be recovered if the subscription ransom is paid? Is anyone aware of a “trick” to get actual Docusign support to regain access to my executed documents w/o paying for a subscription?

Thanks in advance!

J

Jenny.Martin

Community Moderator

Hello @chaosrain,

Welcome to the Docusign Community! Thanks for sharing your experience with the us. We understand how frustrating it can be when you encounter an issue with a completed signing process.

As a first step, you may want to try opening the link in a different browser or an incognito/private window. You can also reach out to the sender to ask if they can resend the completed document.

If the issue persists, feel free to share a screenshot of the error message (please hide any sensitive information) or send us the Envelope ID via private message so we can better understand the issue and point you in the right direction.

You can also contact our Support team through live chat, which is available to free account users. Visit the DocuSign Support Center and you may use the Live Chat button at the lower right corner of the screen.

We appreciate you bringing this to the community and hope these suggestions help!

Best Regards,

Jenny | Docusign Community Moderator

If this info was useful, feel free to mark it as the “Best Answer”.

Translate

C

chaosrain

Author

New Voice

Thanks for the advice. Switched from Firefox to Chrome, logged in again. No documents listed there at all. Unfortunately, I can’t share an error because it appears only once on screen at the completion of an execution where an attempt is made to see the fully executed document via my account. There’s also no point in sharing a screen capture of my Docusign account because there are absolutely zero agreements in it...the underlying issue. Effectively, the Docusign platform is a black hole for me and my only recourse is to ask folks who have had me execute via docusign resend the completed documents.

I do appreciate your effort to help, but it’s left me in the same position I was in earlier. Docusign has absolutely no records of any documents I’ve electronically signed on the platform via the account linked to the same email they were sent to. If I want actual support to see where they went...I have to pay the monthly ransom.

Translate

C

chaosrain

Author

New Voice

A little followup to demonstrate how circular the Docusign world is:

I go into my email to grab the Security Code for an agreement I executed TODAY. I input that security code into the Docusign site and it asks me to sign into my account...my one account...the one with the same email address I received the Docusign at…this error appears:

Error

Authentication Error

The login information provided does not match the account for the envelope. This may be caused by attempting to access the envelope with the incorrect credentials or by attempting to log in through the wrong account.

For assistance, please visit our Support Center.

I go to the Support Center and engage chat. I provide the details. It asks me to log into my Docusign account then says:

The "XXX" account is not eligible for live support. If you have any other questions or need more help with self-service options, let me know and I’ll do my best to assist you here.

Circular NOTHING

Translate

J

Jenny.Martin

Community Moderator

Hello @chaosrain,

Thanks for getting back.

To look into this further, can you please send me a private message with the following information?

Account Name:

Email address associated to your account:

Account Number:

Best Regards,

Jenny | Docusign Community Moderator

Translate

J

Jenny.Martin

Community Moderator

Hello @chaosrain,

I received your message and looked into the email address associated with your account. It appears that there are two accounts associated with the same email address, and the envelopes may be routed to the other account.

Could you please try logging out of your current account and logging back in by manually entering your email address instead of using the automatic login option? Once logged in, please check if you have the option to switch between accounts.

If you don't see this option, please try resetting your password and logging in again.

Let me know if you have any questions.

Best Regards,

Jenny | Docusign Community Moderator
If this info was useful, feel free to mark it as the “Best Answer”.

Translate

C

chaosrain

Author

New Voice

OK. Thanks for trying to help Jenny, but none of this worked. Here’s what I did:

Logged into Docusign (email/pass).
Got a 2FA code, input that code. Got this screen:
Clicked Go Back and got sent back to the home page. Checked to see if I had a Switch Accounts option. I do not.
Changed my password (that auto-logs you out).
Logged back in.
Got the 2FA sent and input it...got the page not here error again.

So, I’m still caught in a circle where it seems that DocuSign doesn't know what to do with my account and that’s obvious from the login error right after the 2FA...which, coincidentally, is the same error I would always get when trying to access a document that I had already signed so I could download/reference it.

And, I can’t ask for any help because I’m not going to pay. Even if I could, I’m guessing the fix would be to nuke my account and I firmly believe that doing so will end up deleting all of the things I’ve signed over the years which is basically the same as not letting me log in to see these things to begin with.

Translate

Sign up

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.

Docusign Community

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.