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I need to access contracts from an email account I no longer have access to

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How can I access contracts that were signed through an email account that I no longer have access to? Even though I still know the password, I cannot verify the security code because it is being sent to an email address that no longer exists.

How can I transfer these contracts to another account, or request a backup/export of all contracts signed through the old account?

I am also unable to access the support chat with new e-mail. Whenever I try to access it, I am redirected to the page shown message “If you signed up for a Free or Trial account, chat with us to let us know you need access.”. When I click “chat with us,” it takes me back to the same page, creating a loop and preventing me from reaching the chat support.

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Noralynn.Niduaza

Community Moderator

Hi @andre_msantos,

Thank you for reaching out to Docusign Community, and I’ll be glad to help you.

We understand how important it is for you to regain access to your Docusign account; however, the email address associated with it is no longer accessible. We apologize for the inconvenience this has caused you.

If it is a personal account, for security and privacy reasons, Docusign cannot bypass the account verification or provide access to an account solely based on knowing the password. You may check with the email provider if it is possible to reactivate the email in order for you to receive the verification code and log in to your Docusign account.

If the Docusign account was registered under a corporate account, you may reach out to the account administrator for assistance changing the email address, as well as accessing the previously signed contracts in the account. Docusign does not have an option to transfer envelopes/documents between accounts. You may download the documents to save a copy.

Link for reference: Can I transfer envelopes from my personal account to my company account?

For the issue with the support chat creating a loop, you may want to try accessing from a private/incognito browser window or while signed out of the affected account.

I hope this helps clarify the available options. If there’s anything else you need or if we can help with anything further, please feel free to let us know. I’ll be happy to assist.

Best regards,

Noralynn | Docusign Community Moderator

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Noralynn.Niduaza

Community Moderator

Hi @andre_msantos,

Just wanted to check in and see how things are going on your end. If you have any other questions or run into any issues, feel free to reach out here in the Community. We’re always happy to help!

Wishing you a great rest of your day, and thanks again for being part of the Docusign Community!

Best regards,

Noralynn | Docusign Community Moderator

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andre_msantos

Author

Newcomer

Hello, Noralynn. Thank you for your response.

Unfortunately, I was unable to recover the account using the method you mentioned. The account was linked to a corporate email address, but that domain has since been discontinued, making it impossible to regain access to that email. I would need to contact DocuSign directly to have the document transferred; I have documentation proving that the account belonged to me. Do you know if there is any other way to get this kind of assistance?

Thank you.

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Noralynn.Niduaza

Community Moderator

Hi @andre_msantos,

Thank you for getting back to me.

Since the domain is no longer available, we recommend contacting your account administrator or your IT support. They can temporarily activate the mailbox or reactivate the user account if it has been closed. If the account is linked to a corporate account, we do not have an option to transfer the documents to a personal account. You may be able to download the documents to save a copy.

We apologize for any inconvenience this may have caused you. I appreciate your patience and understanding in this matter.

Best regards,

Noralynn | Docusign Community Moderator

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Noralynn.Niduaza

Community Moderator

Hi @andre_msantos,

I hope you’re doing great!

I wanted to see how things are going on your end. If there’s anything else you need or if we can help with anything further, please feel free to let us know. I’ll be happy to assist.

Best regards,

Noralynn | Docusign Community Moderator

Feel free to Like👍and click "Best Answer."

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