Error when changing the email address on my DocuSign account

Question

Hello,I would like to change the email address associated with my DocuSign account.During this process, I do receive the verification code by email. However, when I enter it in the field provided and click "Verify", the following error message appears:"Unknown error while confirming the security code. Please try again."(Original message in French: "Erreur inconnue lors de la confirmation du code de sécurité. Veuillez réessayer.")I have tried several times, but the issue persists and I am unable to complete the email change. Please find attached a screenshot of the error message.Could you help me resolve this issue or make the change on your end?Thank you in advance for your help.

Ma.Cubio · Answer

Hello ​@LetstalkThank you for reaching out, and welcome to the Docusign Community! Thank you as well for providing the details and screenshot. I’m sorry you’re encountering this error when trying to change the email address associated with your Docusign account.When changing your email address,follow the steps in theChange Email Addressguide carefully. If the change did not go through, it's most likely because you were still logged into your Docusign account when you confirmed the email address change.Please log out of your Docusign account before confirming the address change in the email change notification.If the issue persists, trygoing through the email change process in an incognito/private browsing window or another supported browser. This can help rule out issues related to cached data, cookies, or browser extensions.Also, please make sure the new email address you’re trying to use isn’t already associated with another Docusign account, as this may prevent thechange from being completed.For your reference, here are some related articles you can check out.How do I update my email address in my Docusign account?Basic troubleshooting steps for common Docusign issuesIf you found the response to be a useful solution to your question, please “like” and mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!Sincerely,Ma. Cassandra | Docusign Community ModeratorIf this helped, feel free to Like👍and click "Best Answer"

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