Apps Launcher setup only shows one DocuSign account during Select Account

Question

Hi,I'm setting up the new DocuSign eSignature for Salesforce.The DocuSign admin user belongs to two DocuSign accounts using the same email: A1 and A2, and is an DocuSign Administrator for both.During Setup → Select Account, only A1 is shown. A2 (our legacy Salesforce connection) doesn't appear.Is this expected? Shouldn't all accounts that the authenticated user belongs to be available to select?Also, when connecting the new Apps Launcher, should we authenticate using the same DocuSign integration user that was used for the legacy DocuSign for Salesforce package, or can any DocuSign Account Administrator for the target account be used?Has anyone experienced this?​@Luke.Cervantes , if you have a chance, could you please take a look?

Luke.Cervantes · Answer

Hi ​@Nagesha,Thank you for reaching out here in the Docusign Community!I understand that you would like clarification on why only one account is shown upon setting up your Docusign eSignature for Salesforce.This frequently happens if administrative permissions are fully granted on only one of the accounts rather than both.However, to investigate the backend configurations and resolve this, we will need to open a formal support case andgather a few specific details. Please open a support case through the Docusign Support Center - Get Supportand include the following information in your description:Both Account Numbers: The account numbers for both Docusign accounts in question (and the server environment, like NA1, NA2, or EU, if known).Integration User Emails: The email address of the current integration user for your legacy configuration, plus the user email for the Docusign Apps Launcher if it is different.A screenshot of the exact screen you see, showing only one account in the dropdown.Providing these details directly in your new case will allow our internal team to immediately investigate the backend settings and secure a faster resolution for you.Thank you, and have a great day ahead.Best Regards,Luke | Docusign Community Moderator

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