Hello,

Thank you for reaching out here in the DocuSign Community.

Have you tried this https://support.docusign.com/s/articles/How-do-I-update-my-email-address-in-my-DocuSign-account? or are you using SSO? (Update: If the link doesn't work in Chrome, try an incognito or private browser or try accessing the link in Firefox.)

Please let us know if you need further assistance with anything else and click "Select as Best" below if you find the answer a valid solution to your issue!

You can create a case at https://support.docusign.com/en/contactSupport and a Support agent will contact you, If you are not able to open the case on the same page, you should scroll down to More Support Options and select "I can't reset my password or don't have an account." you will have the option of filling out the form or calling Support.

Best regards,

Christopher | DocuSign Community Moderator

Thanks for getting back to me. I'm not sure if you saw where I wrote that I did try to change it via updating email address, but its greyed out, so I cannot change it. I do have an SSO. I've tried changing that through my organization, but its not permissable, becuse I'm an Oracle employee working under the NetSuite product. Therefore, my @Oracle domain email needs to remain that way. When I utilize the DocuSign button, its pulling from Rachel.Piercy@Oracle.com, which is why its not recognizing my credentials. I need my DocuSign credentials to pull from Rachel.Piercy@NetSuite.com. Please advise.

The link for reading how to change email address isn't working. I have been trying to load it all day. Please provide working link.

Hello,

In this case, since you are under an SSO, there are two potential options to change the email address for a user who is subject to SSO, depending on how your Identity Provider (IdP) defines the NameID value. 

• If your Identity Provider is configured to use an immutable value for the NameID (such as employee ID), then all you need to do is update the user's email address attribute in the IdP. Upon their next login via SSO, DocuSign will update the user's email address to match the attribute received in the SAML Response.
• If your Identity Provider is configured to use the email address as the NameID, follow the instructions below:

1. Update the user's email address in the Identity Provider
   1. In DocuSign, navigate to Org Admin > Users and search for the user by their current email address
2. Navigate to the Profile tab and update the current email to the new email.

• Note: The new email address must be on a domain managed by your Organization.

1. Navigate to the Security tab and reset the user's Federated ID
   1. Click Save at the bottom of the page

The user should now be able to log in successfully using the new email address.

The above must be done by an Org Admin.

This is a new link from the previous post How do I update my email address in my DocuSign account? please let us know if it works or not.

Please let us know if you need further assistance with anything else and click "Select as Best" below if you find the answer a valid solution to your issue!

You can create a case at https://support.docusign.com/en/contactSupport and a Support agent will contact you, If you are not able to open the case on the same page, you should scroll down to More Support Options and select "I can't reset my password or don't have an account." you will have the option of filling out the form or calling Support.

Best regards,

Christopher | DocuSign Community Moderator