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

Question

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.

Noralynn.Niduaza · Answer

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 ModeratorIf this helped. Feel free to Like👍and click "Best Answer."

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