Trouble logging in

Hello ​@Lparent1 

Thank you for reaching out, and welcome to the Docusign Community! I’m sorry to hear that you are unable to log in to your account. Rest assured, I’m here to help!
I want to confirm: when you said you tried to log in, but it sent verification to your old email, which you no longer have access to, did you set up two-factor authentication before that triggered sending verification via email whenever you log in?

Sincerely,

Ma. Cassandra | Docusign Community Moderator
 

I’m guessing that I did set up two factor authentication but not sure. My old email is a microsoft issue that I have been trying to correct with them for about 2 weeks now.

Hello ​@Lparent1 
If two-factor authentication (2FA) is still enabled on your account, it can only be turned off by you through your Manage Profile settings. This official guide outlines the steps: How to Turn Off Two-Step Verification.. Support teams are unable to disable 2FA on your behalf. They can, however, help with device verification, which is a separate process used to confirm that the device you’re signing in from is trusted—it does not disable or bypass 2FA.To update or turn off 2FA, you must have access to the email address or phone number originally associated with your account. Restoring access to that email or number is the only way to resolve this issue.

Two-Step Verification
 

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Sincerely,

Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"

I do not have access to that email account. Microsoft is almost no help at all in resolving my issues there. How do I get them a phone number to verify my account? Where would I send that number?

Hi ​@Lparent1,

Sorry for not getting back sooner. Can you please send me a private message with your account number, along with your old email address and new email address? Thank you!

Regards,

Melanie | Docusign Community Moderator

Hi Melanie,

I have no idea how to send you a private message. Can you let me know?

Thanks,

Hey ​@Lparent1 Sure! 😊

Please click my name to see my Profile, then select Send message.

Regards,

Melanie | Docusign Community Moderator

Hi ​@Lparent1,

Thank you for providing the requested information. I’ve sent you a private message with your case number. Additionally, DocuSign Support has emailed you (to your new email). Please check your inbox and respond as needed. Thank you!

Regards,

Melanie | Docusign Community Moderator