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Need help, accessing/downloading completed doc (once logged in not available - free user).

  • November 24, 2025
  • 1 reply
  • 15 views
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Hi, I’ve completed a signed agreement and have received email notification to retrieve my completed document from my lawyer.  I’m a “free” (unpaid) user of docsign while I’ve contracted with an organization that uses the service.  I have used the same email I used to view, review and sign the document and then access my account gain access to the completed document.  When I log in (after confirming access), the “Welcome back” page is presented with NO Agreement visible for me to download.  Reviewing all COMPLETED documents, there are none in my account.  I have NO Envelopes sent, NO Envelopes in my Inbox.   Nothing there.   This was all on FireFox.  I ran the same scenario on Chrome.  Alternatively, I tried the “Alternate Signing Method” which I processed on both FireFox and Chrome and got the same results. 

I’m here because I can’t get any support.  I tried to access Contact Support link and I’m asked to login to Docsign - using eSignature and IAM Applications - I’m getting this error: Unable to log in.  

SO…. I can;’t get help and I can’t get access to my completed document.  Clearing cache, changing browsers, trying alternative methods are not working.  

So.  What can I try next and who can I talk to, to get access to my completed document?  Thank you.

M

1 reply

M
Community Moderator
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  • marco.tanglaoCommunity Moderator
  • Community Moderator
  • November 25, 2025

Hello ​@awolf22 

Thank you for reaching out here in Docusign Community.

I’m sorry to hear about the difficulty accessing your completed agreement.

Based on your description, it appears that your email address may be associated with more than one DocuSign profile.

This can happen when a signer completes documents without having a full DocuSign account. In those cases, the completed documents are stored in a “signer-only” profile, which may not appear when you later create or sign in to a regular DocuSign account.

Here are a few steps you can try:

1. Retrieve the completed document directly from the original email
Please go back to the final DocuSign email you received after signing. It will contain a “View Completed Document” or “Download Documents” link that lets you access the files without logging in.
You may also check if your filter is set to all time to ensure all envelopes will be visible on your account. Why are envelopes missing from my inbox?

2. Try switching accounts inside DocuSign
If you are logged in, click your profile icon in the upper-right corner and choose “Switch Accounts.” If your email is linked to multiple profiles, your completed document may be stored under a different one.

3. Use DocuSign’s account recovery tool
DocuSign provides a tool to help when your email may be tied to multiple accounts. You can search for “DocuSign Email Change / Account Recovery Tool” and follow the steps to regain access.

4. Contact the sender for a copy
Your lawyer or the organization that sent the envelope can re-send the completed documents to you directly. They always have full access to the completed files.

5. Contact DocuSign Support (no login required)
If you cannot log in to the support portal, you can use the “Can’t log in” support form available without signing in. Search for: “DocuSign Support Contact Form – Unable to log in.”
Additionally, you may use the live chat button at the bottom right corner where you will be connected to a live representative and get assistance via chat.

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,
Marco | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

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