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Question

Why I cannot open the DocuSign documents

  • 25 July 2024
  • 2 replies
  • 53 views

It shows: 

Authentication Error
The login information provided does not match the account for this envelope. Please try again and login with the same email address where you received this envelope.

2 replies

mrave
Rank
Userlevel 6
Badge +13

@shuwen 

It looks like you are trying to access an envelope that you do not have access to. This can happen if you are logged into Docusign eSignature with a different user than the one the envelope was intended for. If you have two Docusign accounts on different server environments, like in NA and EU, it could be caused by you being logged into the wrong data center. In this case, log out from Docusign eSignature and log back in and select the correct account that your envelope was signed in and you should have no problem to access it.

"Select as Best" below if you find my answer is a valid solution to your issue and mark it as resolved.
N
Rank
Userlevel 4
Badge +12

Hello @shuwen ,

If you found the provided response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

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