Question

authentication issues


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We have a client who is having trouble authenticating into Docusign. The first time the person was getting the following error message. 

They still switched the authentication to Access code, but she still can get passed the system, both her last four dights and or access code 1234.  She is using Gmail, and she is claiming that she had the latest email exchange. 


4 replies

Userlevel 3
Badge +11

Hello @mcraun,

 

Thank you for reaching out here, we want to welcome you to the Docusign Community, I appreciate you bringing your question to this Community.

 

We are committed to providing you with the best service possible. Thank you for bringing this matter to our attention, I understand that your signers are having authentication issues.

 

To better assist you can you provide the envelope ID?

 

There are several ways to locate a Docusign envelope ID depending on your role in the transaction. You can find the ID near the top of your document, in the Envelope History, by selecting the EnvelopeID link in the Agreements tab, or the URL when viewing the document details. Additionally, you can add the Envelope ID as a column in the EnvelopeReport. However, please note that if you are not an Account Admin, you can only report on envelopes you sent. Locate a Docusign envelope ID

 

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

 

Let us know if you need further assistance.

 

Best regards,

 

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

Userlevel 3
Badge +11

Hi @mcraun,

 

I hope you are doing well.

 

I would like to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

 

Best regards,

 

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

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Sorry for the delay, I have been trying to get details but from what I understand she is sendiing envelopes to a client that is using gmail, the client is saying that the access code nor the knwledge base system letting her into the system to sign the documents. Still trying to get detauls on what client is doing. Matt

Userlevel 3
Badge +11

Hi @mcraun,

 

I hope you are doing well.

 

Is it possible for you to get the envelope ID? do you know if the envelope sender has reached Docusign support?

 

Best regards,

 

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

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