identification error

Hello @Araceli Miguel,

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

I apologize for any inconvenience this might cause you, we are committed to providing you with the best service possible. Thank you for bringing this matter to our attention, I understand you have an error while getting authenticated to access an envelope.

Can you provide the envelope ID for this envelope? Have you tried the Alternative Signing Method?

Have you contacted the sender of the envelope to change the authentication method?

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some of the 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.